Glossary
Lead form – what does it mean?
Definition
Lead form: The lead form is the short field in the chat window where the customer enters their contact details when their question needs a human.
It appears at handoff or when the customer asks for it.
How it works
The form appears in two cases: when the assistant hands the question over to a colleague, and when the customer asks for a human themselves. The form is short and asks only for contact details, so the customer does not get stuck on it.
The contact details entered go to the colleague. A notification received this way means a real lead: the assistant could not answer the question, so the colleague takes over.
An example at a company
A customer asks for a quote for custom packaging with printed labels, for which there is no description in the knowledge base. The assistant does not guess: it shows the lead form and asks for the email address.
The question goes to the colleague, and the owner replies by email the next morning.
What this means for business leaders
Check that the form appears on every page where customers can ask questions. Ask the provider what happens if there is no answer in the knowledge base, and who receives the contact details.
The risk is twofold: the assistant guesses, or the question disappears without a trace and the prospect leaves.
How we do it
If the answer is not in the company’s knowledge base, the assistant asks for the contact details and hands the question over to a colleague. The weekly summary shows what was asked; an unanswered question can be taught with one click. The Chat AI Starter monthly fee is €14.90 / month excl. VAT, with a monthly allowance of 500 answered questions.
What should you do now?
Do you have a question about your own website or online store? Request a demo or see our pricing.