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A support bot answers a question and the visitor leaves. This one answers the question and leaves you a name and a reason to call.

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How a lead gets captured

When a visitor shows real interest, the agent asks for their details in the flow of the conversation and records:
  • name
  • email
  • phone
  • a one-line note on what they actually wanted
That last field is the one that matters. “Priya, kitchen quote, 12ft run, budget around ₹4L” is a callback worth making. A bare phone number is not.

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Partial details are still a lead

A phone number on its own is recorded. Later turns add to the same record rather than starting a new one, so a customer who gives their name first and their number three messages later ends up as one contact.

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Switching it off

Per agent. Off removes the capability entirely — the agent has no way to ask rather than being asked not to. Worth turning off for a pure support agent, where asking for contact details reads as a sales tactic and annoys people.

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Contacts

Everyone who has spoken to an agent, leads first, with what they asked for. One click goes from a contact to the conversation that produced them, so whoever calls back can read what was actually said.

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Contact language

Each contact can carry a language. Where a WhatsApp template exists in several languages, the contact’s language decides which one they receive.
A contact with no language set gets exactly what they would have got before — your default. Setting the field is an improvement, never a prerequisite.
Contacts carry a marketing consent state, and it is enforced in the database rather than in the interface. A campaign audience is computed at send time from consent — never from a list somebody exported last week. Somebody who opts out stops receiving marketing. Utility and authentication messages still reach them, and must: an order confirmation is not something anybody opted out of.