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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.
Leads has two tabs. Inbound leads is this page: people who came to your agents. Find leads goes the other way — your agent finds businesses you want to reach. See Find leads.

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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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Groups

A group is a named list of contacts you put together yourself — “Wholesale buyers”, “Pune walk-ins” — so you can send a broadcast or run a voice campaign to exactly those people.
1

Create the group

On Contacts, choose New group and name it. Names are unique in your workspace, whatever the capitals.
2

Add people

Tick contacts in the list (the box at the top ticks everyone on the page), then Add to group and pick the group. Somebody already in it is left as they are. A contact can be in any number of groups.
3

Open it

Each group is a chip above the list with how many people are in it. Open one to see only its members; tick people there and Remove from the group to take them out.
The ⋯ beside an open group renames or deletes it. Deleting a group never deletes its contacts. A group decides who you are aiming at, never who agreed. Consent still applies to everybody in it — see narrowing by group.

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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. Businesses you found with Find leads have not opted in, and saving them asks you to confirm that contacting them is your responsibility. They are the one exception to the opt-in rule for WhatsApp broadcasts; calls and everything else here still apply, and anyone who says stop is never contacted again. 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.