Lead capture: how the lead form works

When the lead form appears

The widget shows a small lead card inside the conversation. It appears once per conversation, in one of three situations:

• After about two exchanges, once the visitor is clearly engaged.
• On escalation, when a conversation is handed to your team, so the visitor can leave contact details.
• When your Conversation Goal is set to lead capture or demo booking. The bot answers the visitor's question first, then invites them to leave details. It makes at most one goal invitation per conversation.

The card title defaults to "Leave your details". With the demo booking goal it reads "Book a demo", and the Conversation Goal page lets you override the title with your own wording.

What the form collects

The form has four fields:

• Name (required)
• Email (required)
• Phone (optional)
• Location (optional)

You do not have to rely on the form alone. If a visitor types their email address into the chat at any point, Matram captures it as a lead automatically.

Returning visitors do not create duplicates

Leads are deduplicated per chatbot and email address. If someone who already left their email comes back and chats again, Matram updates the existing lead with any new details rather than creating a second record. One person, one lead per bot.

Dedupe depends on the email address. A lead captured without an email cannot be matched to a later visit.

AI summaries and CSV export

Open your chatbot and go to the Leads tab to see every captured contact. Shortly after a lead is captured, an AI-written summary of the conversation is added to the lead's note, so you can see what the person wanted without reading the full transcript. Click a lead to view the summary in a popup.

Use the export button on the Leads tab to download all leads as a CSV file for your own tools or reporting.

Push leads to your tools

Connectors can send each captured lead onwards automatically:

• HubSpot: connects via OAuth from the Connections page, upserts the contact by email, and attaches the chat transcript as a note.
• Zendesk: creates a ticket that includes the transcript.
• Webhook: sends a signed POST with the lead payload to any URL you choose. When you set a secret, the request carries an HMAC signature you can verify.

These connectors fire when a lead is captured and when a conversation escalates to your team.