Conversations
How does Engage capture and route a lead?
5 minute read
Reviewed September 3, 2026
Short answer
Short answer
Engage can collect contact details and conversation context after it has helped the visitor, then make that lead visible to the business. The destination, alert, status, and follow-up path depend on the channels and routing configured for the workspace.
Before you start
- A clear definition of which visitor intents count as a lead
- An approved contact-information prompt
- A person or team responsible for the configured follow-up destination
Answer before asking for contact details
A useful lead path begins by reducing uncertainty. Once the visitor has a relevant answer, Engage can ask for the minimum contact information needed to continue and preserve the reason for the inquiry with the lead.
The transcript gives the operator more context than a name and email alone. Timing, requested service, fit questions, and the promised next step should remain easy to review.
Synthetic example
A visitor asks about installation for a two-location business. Engage explains the supported setup, asks for a work email, and routes the conversation as a setup review—not as a confirmed purchase.
Agree on routing before launch
Define who owns new leads, which requests deserve immediate attention, and what happens when nobody is available. Test the route with synthetic contact information so the team knows where a real lead will appear.
- 01Choose the lead intents and required fields.
- 02Set the destination and notification preferences available to the workspace.
- 03Send a synthetic test lead from the installed site.
- 04Confirm the lead, transcript, source channel, and next-step context are visible.
- 05Close the loop with the person responsible for follow-up.
Use statuses as an operating habit
Lead and conversation status should describe what the team will do next, not serve as decoration. Keep the number of statuses small and make one person accountable for moving important conversations forward.
Availability and limits
What to keep in mind
- Engage does not guarantee that a visitor will provide accurate contact information.
- Alert and destination options vary by the messaging and notification capabilities enabled for the workspace.
- A captured lead is not a booked appointment, completed purchase, or verified customer unless the relevant system confirms it.
Keep going
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