How to create a lead from a live chat conversation

While you chat with a website visitor in Live Chat, type /lead followed by a title in the conversation, for example /lead 10 electric motorbikes for a delivery fleet. Viindoo creates a lead in CRM with the whole conversation in its notes, the customer if they are known, and the source Livechat, so the request is not lost when the chat ends.

Who

Live chat operators (they also need a Sales access right to open the lead).

App

Live Chat, Website and CRM

Before you start

How do I create a lead from a chat?

  1. Answer the visitor in Discuss (or in the chat window that opens when a visitor writes).

  2. When the visitor has a real need, type /lead then a space and a title for the lead, and press Enter.

    The /lead command typed in a live chat conversation

  3. Viindoo answers in the chat (only you see it) Created a new lead: with a link. Click the link to open the lead.

Typing /lead without a title only shows how to use the command.

What is saved in the lead?

Lead created from a live chat with the conversation in its notes

Field

Value

Title

The text you typed after /lead.

Customer

The visitor, if they are signed in or already known as a contact; empty for an anonymous visitor.

Internal Notes

The conversation so far.

Source (in Extra Info)

Livechat, to compare this channel in reports.

Referred By

The operator who created the lead.

Salesperson and Sales Team

Empty: assign them yourself or let a sales manager do it.

The lead is a lead if the Leads setting is on, otherwise an opportunity.

Common errors

Problem

What to do

/lead is not recognized.

The module linking Live Chat and CRM is not installed: install CRM and Live Chat.

You cannot open the lead from the link.

Your user has no Sales access right.

The lead has no customer.

The visitor was anonymous. Ask for their email in the chat and fill in the contact on the lead.

Next steps