How to choose what contact data your agent captures

Your agent can ask each customer for their contact details during the conversation and save them in Contacts. In this guide, you'll choose which details it asks for and how it asks.

Step 1: Open Contact settings

In the left menu, open Agents and select your agent. In the configuration tabs at the top, open Main, then select Contact settings, next to Prompt.

Capture lead data is on by default: the agent asks for the listed fields and saves the answers. Turn it off if you don't want your agent to ask for contact details.

Step 2: Adjust how it asks for name and email

Every agent captures name and email. You can't remove them, but you can change how the agent asks for them: edit the instruction under each field’s name. For example, "Ask for the email only after the customer asks for a quote".

Step 3: Add your own fields

Click Add field and fill in:

• Field name: the detail you want, for example budget.

• Type: Text, Number or Yes / No.

• Instruction: how and when the agent should ask for it.

To remove a field you added, click the trash icon on its row. To go back to the default fields, click Restore default.

Step 4: Save your changes

Click Update below the settings. The same button saves your prompt and your contact settings.

Done

From now on, your agent asks for these details in its conversations and saves them in Contacts. Test it with a conversation to check how it asks for each one.