Omnichannel · Setup & configuration · 8 min read

Lead capture and conversion rules

Decide when a conversation becomes a CRM lead, and bring in leads from lead-ad forms and manual entry.

Before you begin

CRM must be installed. Reading the screens needs omni.inbox.view. Saving forms, sources and rules needs omni.configure. Adding, converting and rejecting leads needs omni.lead.create.

Decide when a conversation becomes a lead

1. Go to Omnichannel > Leads > Conversion Rules.
2. Choose the Company default strategy:
   • Create immediately at the first message.
   • After first reply, once an agent has answered.
   • After a price request, when a price word appears (the default).
   • After contact details, when an email or phone appears.
   • After AI qualification, when the intent is to buy.
   • Manual only, never automatically.
3. Edit the Price-request words (comma list, lower-cased, up to 60). The defaults include price, cost, quote, how much, offer and Arabic words.
4. In the table Channel account / Strategy, set an override for a single account.
5. Click Save. An unknown value gives 'Choose a strategy.'

Conversations labelled Support never become leads automatically.

Capture leads from lead ads

1. Go to Omnichannel > Leads > Lead Ads and click New form.
2. Type the Name ('Name the form.').
3. Choose the Platform: Facebook, Instagram, LinkedIn or TikTok.
4. Enter the Platform form id. Lead webhooks with this id use this form's mapping and campaign.
5. Choose the Channel account and, if Marketing is installed, the Campaign.
6. Optionally choose a WhatsApp welcome template. After conversion it is sent to the lead's phone. A marketing template without opt-in is skipped quietly; the lead still stands.
7. Map the platform's field keys for full name, email, phone number and company name. Blank means the same key.
8. Leave Convert to a CRM lead automatically on, and Active on. Save.

Review submissions

Omnichannel > Leads > Lead Inbox lists every submission with tabs New, Converted, Duplicates, Rejected and All. Open a row for the raw fields and attribution.

• Convert makes the CRM lead. A converted one says 'This submission has already been converted.'
• Reject (the X) records 'Not a lead'. A rejected submission can still be converted later.
• A submission whose email or phone matches an open lead is linked to it and marked Duplicate.

Add a lead by hand

1. In Lead Inbox, click Add lead.
2. Enter at least a name, email or phone ('Give at least a name, an email or a phone number.'), plus company and campaign.
3. Choose the Source: Manual, Import, QR Campaign, Landing Page or Website Form.
4. Tick The person agreed to marketing messages only if they did. This records an explicit opt-in in Marketing.
5. Save. The lead converts at once.

Lead sources and qualification

• Lead Sources shows CRM's sources with the leads from each in the last 90 days. Click a chip to Add one, or Add all.
• Qualification lists open lead conversations with product, quantity, budget, location, urgency, intent, temperature and score. Click AI qualify on a row to fill it. Temperature is hot at 70 or more, warm at 45 or more, otherwise cold. Hot moves the label from New Lead to Interested.
• Social Leads lists CRM leads and opportunities that came from channels. A row opens the CRM lead; Chat opens the conversation.

Worked example

A Facebook form with id 111 is mapped to a campaign. Omar Khan submits with phone +971 50 333 4455. The lead appears in Lead Inbox as Converted, with the campaign, and a CRM lead 'Facebook Lead Ads - Omar Khan'. The welcome template starts a WhatsApp conversation in Waiting for customer. When Omar replies, the same conversation reopens and is routed to an agent.

Good to know

• Repeating a submission with the same lead id is ignored.
• Convert later with Convert > Create Opportunity: it qualifies the existing lead and does not create a second one.