Lead capture is already on
Every new agent is created with one action under Actions: a lead capture called save_lead that asks for a name (required), and takes a phone number and an email when the customer offers them. So from the first conversation, one that shows buying intent ends with the agent asking for a name and a way to reach them, rather than with a polite goodbye.
It is the single highest-return switch in the product for anyone whose website chat is a sales surface as well as a support one. The questions people ask before buying are the same ones they ask after, and only one of those conversations is worth a follow-up call.
Agents → your agent → Actions
Open save_lead to see what it asks for. Name is required; Phone and Email are optional.
Decide what you need
A name and one contact method is usually enough. Every extra field is a chance for them to stop. Switch the action off if you do not want leads at all.
Watch the Inbox
Leads appear as they arrive, with the conversation they came from attached.
Taking a message
Separately from leads, every agent can take a structured message — the thing it does when a customer needs something it should not attempt, and no person is available to take over. Messages are in the Inbox: they show under Needs you there, with the newest few on the dashboard's Needs you card, on the conversation they came from, and on that customer's contact page. The owner is emailed about each one by default — or texted, under Settings → Notifications — rather than finding it the next morning.
This is what makes handoff honest when nobody can take it. If A person in chat & email is off under Handoff, or it is outside the business hours you set there, the agent says it cannot reach anyone right now and takes the details instead of promising a person who is not there.
Reading the results
Besides Needs you, the Inbox has two more lists: leads, and the extra fields collected in conversations. Every entry links back to the conversation it came from, which is usually the thing that tells you whether it is worth a call — a name with the question that produced it is a far better lead than a name on its own.
Contacts groups conversations by who they came from on each channel: a phone number, an email address, or a chat visitor. The same person calling twice from one number is one contact with two conversations. Contacts are not merged across channels, so somebody who chats and then calls shows up twice — the one exception is a signed-in chat visitor verified by your widget's identity secret, whose chats are matched to their email address.
Getting it out of Wiredesk
Leads, extra fields, contacts and conversations all export as CSV — taken messages do not yet, which is deliberately the boring answer: a CSV opens in the spreadsheet your team already uses and imports into the CRM you already pay for, with no integration to maintain.
For deeper wiring, actions can call your own systems — checking an order, booking a slot, looking something up — so the agent answers from live data rather than from a page about it. That is the point where this stops being a chatbot, and it is worth a conversation with us before you build it.