Actions
Collect Leads
Collect customer details inside the chat when a visitor is ready for follow-up.
Documentation Index
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Collect customer details inside the chat when a visitor is ready for follow-up.
Configuration
Setup checklist
- Lead fields
- Required versus optional fields
- Submission destination
- Follow-up owner
- A test lead submission
Lead form behavior
- Choose which lead fields are enabled.
- Mark only essential fields as required.
- Customize the success message shown after submission.
- Customize the dismiss or fallback message.
- Preview the form in the chatbot before enabling it.
| Field decision | Recommendation |
|---|---|
| Name | Optional unless your follow-up workflow needs a personal greeting. |
| Required when email follow-up is the primary next step. | |
| Phone | Use only when the team is ready for phone or messaging follow-up. |
| Custom fields | Keep labels short and avoid sensitive data unless your policies allow it. |
| Area | Check before launch |
|---|---|
| Trigger | The chatbot knows when this action should and should not run. |
| Data | Only required customer fields are sent to the action or external system. |
| Success state | The customer sees a clear confirmation after the action completes. |
| Fallback | The chatbot has a safe reply when the action fails or cannot run. |
Production check
After the action works in a test conversation, review the customer-facing text, fallback behavior, and any data sent to external systems.
Validation
- Open the selected chatbot.
- Enable or connect the action.
- Configure the required fields.
- Trigger the action in Playground.
- Confirm the result in the connected tool or help desk.
- Review the customer-facing message before launch.