Enquiry form and lead capture
When the AI can’t help, or a visitor is ready to buy, the chat asks for their details and sends the enquiry to you, so no visitor is lost.
How it works#
Set it up#
- Choose the fieldsHolaReply › Settings › Lead capture, Form fields: Email is always required; Name required or optional; Phone and Company Don’t ask, Optional or Required.
- Choose when it asksWhen to ask: Only when needed (recommended), Before the chat or Never. With Only when needed, switch Ask here on for each moment, and set the buying words.
- Email checksRefuse throwaway addresses and Suggest corrections are on by default. Offer “Also send me news and offers” is off.
- Where enquiries goHolaReply › Settings › General: Send enquiries to. Each one arrives with the whole chat, and Reply goes to the visitor. They are also in HolaReply › Leads. Then Save changes.
- Choose the fieldsApps › HolaReply › Settings, Enquiry form: Email always; Name required or optional; Phone and Company required, optional or not asked.
- Choose when it asksWhen the chat asks: When it is needed (recommended), Before the chat starts, once or Never. Then tick the moments under When it is needed, ask: and set Buying words, one per line.
- Email checksSuggest a fix for common slips and Refuse throwaway inboxes. Every address is also checked for a domain that receives mail.
- Where enquiries goApps › HolaReply › Enquiries: each one, with Download CSV, and Send each new enquiry to your store’s email. On Pro they are in the Desk too.
- Choose the fieldsIn the Desk, Manage › Settings › Lead capture: The enquiry form. Email always; Name, Phone and Company required, optional or off.
- Choose when it asksWhen the chat asks, the moments it asks, and Buying words, one per line.
- Email checksEmail checks: suggest a fix for common slips, and refuse throwaway inboxes.
- Where enquiries goEach enquiry is emailed to the website’s owners (Manage › Settings › General: Enquiry emails) and waits in the Desk’s Inbox with the whole chat.
Questions#
Can I hide “Talk to a person” from the first buttons?
Yes, on Shopify and any website: in the Desk, Settings, Lead capture (in the Shopify admin, Settings, Enquiry form), untick Show “Talk to a person” with the chat’s first buttons. The form still comes by itself when the assistant cannot answer, on a locked topic, or when a visitor asks for a person.
Will it ask twice?
No. It never asks the same visitor twice, and respects “Not now” on that device.
A chat says “No contact yet”. What do I do?
The visitor asked for a person but left no email or phone. On Shopify and any website, open the chat in the Desk and reply there: they see it when they come back. Or press Ask for email in the yellow note: the enquiry form appears in their chat, and what they fill in completes the same enquiry, which then shows Lead.
What if the AI fails?
The form is offered whatever the settings (except Never), so a failed AI never loses a lead.
Can enquiries go to Telegram or my CRM?
On WordPress, on the Lead capture tab: Enquiries on your phone: Telegram (Pro) and Send enquiries to your other tools, a webhook (Business). On Shopify they are in the Desk, under Manage, Integrations.