- Needs you: chats where someone is waiting for a person, and messages the agent took for you.
- Leads: people who left their details so you can follow up.
- Extra fields: other details the agent was told to save, such as an order number or a preferred time, plus a log of every action the agent ran.
Needs you
Needs you is the Inbox’s to-do list: everything that is waiting on a person, newest first, 50 to a page. When there is more than one page, Older and Newer under the table move between pages. It holds two kinds of item. People waiting for a person (website chat only). Chats where:- a visitor asked for a person in the last 24 hours and nobody has joined yet, e.g. “Web visitor is waiting for a person” or “has asked 3 times for a person”
- a request in the last 24 hours timed out with nobody joining: “Nobody reached … in time”
- someone on your team is in a chat that is still live: “You’re in this chat with …”, or “Name is in this chat with …” when it is someone else
A chat row ends with Open, which opens the conversation so you can take it over. A message row ends with Mark read, which takes the message off the list for everyone in the workspace. Opening the conversation leaves the message unread.
The number beside Inbox in the sidebar, and on the Needs you tab itself, counts every item on this list across all your agents. It goes away at zero and reads 99+ past 99. The Needs you card on the dashboard shows the six newest of the same items.
If nothing is waiting, the tab shows Nothing is waiting on you and See every conversation, which opens Conversations.
Leads
A lead is saved when an agent with a Lead capture action collects someone’s details. The agent offers to take them when a person shows real interest, such as asking about prices, availability or how to get started. It saves once it has every required field. New agents start with a lead capture action that asks for a name (required), and a phone number and email when offered. See Capture leads. The Leads tab lists every lead, newest first, 50 to a page. When there is more than one page, Older and Newer under the table move between pages.
When a lead is saved:
- you get a New lead notification, by email unless you have changed it
- if the contact has no name yet, the lead’s name becomes their name
- the conversation page shows a Lead captured card
Extra fields
A Capture details action tells the agent which details to save when they come up, like an order number, a vehicle or a preferred time. The agent collects them over the conversation and asks for any required ones still missing. Each save lands here. See Collect data. The tab has two cards. Extra fields (“Details the agent asked for during conversations”) lists every save, newest first, 50 to a page:
Action log (“Every tool the agent uses”) lists every tool call by any of your agents, newest first, 50 to a page. That includes knowledge searches, lead and detail captures, bookings, API calls, messages taken and requests for a person. Each of the two cards has its own Older and Newer, so paging one leaves the other where it was.
A failed status means the action returned an error to the agent. For example, a required field was still missing, an API call timed out, or the calendar could not be reached. The agent sees the error and works around it, for example by asking for the missing detail or offering to take a message.
If nothing has been saved yet, the tab shows Choose what to capture, which opens the agent’s Actions page with the editor open on a new capture details action.