Widget leads: what counts, where they're kept, and getting them into your CRM

Every widget keeps its own list of leads — the people who left a way to reach them.

When does a chat become a lead?

The moment the visitor gives an email address or a phone number — by filling in the lead form, answering the bot's goal, or just typing it into the chat. Before that it's a conversation. A submitted lead form always counts, because you designed it to.

Anything else they tell you afterwards — company, budget, what they need — is added to the same lead. One conversation is never two leads. An address they only mention in passing ("email my boss at…") fills a gap but never replaces the one they gave you, and dates or order numbers aren't mistaken for phone numbers.

Where they're kept

Open the widget and choose the Leads tab. You'll see every lead, every answer, which conversation it came from, and whether it's:

• Complete — the widget got everything it asks for, or
• Partial — the visitor left part-way.

Download CSV exports all of them. If several widgets use the same bot, each widget keeps only its own leads.

Getting them into your CRM

Leads are not added to your CRM on their own — the same as form submissions. Build an automation with the Widget lead trigger (the Leads tab has a button that starts one for you), then add a Create record step to make the contact, and anything else you want: notify someone, send a follow-up, create a deal.

The answers are available as {{data.email}}, {{data.name}} and so on, plus {{data.widget.name}} and a link to the chat, {{data.widget.conversationUrl}}. When the flow creates (or finds) the contact, the conversation in your Inbox is linked to it automatically.

When does the automation run?

Once per lead, as soon as it's ready: when the widget has everything it asks for, or once the conversation has been quiet for 15 minutes if the visitor leaves part-way. That way the flow gets the fullest lead you'll have, and nobody who drops out is lost.

If the email already belongs to one of your contacts, the conversation is linked to them straight away so your team can see who they're talking to — nothing is changed on the contact.