How to Collect Leads' Email and Phone Number
Business Goal: Collect leads’ email address or phone number for identification when a conversation opens.
Last updated
Business Goal: Collect leads’ email address or phone number for identification when a conversation opens.
Last updated
Use the email address or phone number collected to:
when a lead messages you from a different Channel.
be able to .
gain lead qualification information.
Here are three methods that you can use to collect Contact identifiers:
Automatically obtained from Channel's Metadata.
Ask for a phone number or email using Workflows.
Use a Pre-Chat Form on the Website Chat Widget.
Use this method when you are using channels that pass metadata containing Contact's phone number or email to IS-Messenger platform.
IS-Messenger platform automatically receives Contact's phone number or email address for the following channels:
For channels that do not provide Contact's phone number or email to IS-Messenger platform, use the other two methods to collect Contact identifiers.
Use this method when you expect leads to message you via instant messaging.
Method Objectives
Select and customize Workflow Template
Continue Workflow when the question is skipped
Workflow Setup
There are Workflow templates set up by our team that you can use immediately. These templates can be edited to fit your business needs.
On the IS-Messenger platform, click Workflows > + Add Workflow and choose your templates.
To collect emails, click Welcome Message & Ask For Email > Use Template.
To collect phone numbers, click Welcome Message & Ask For Phone Number > Use Template.
These Workflow templates are set up with a Branch Step to check if the Contact Field already contains the email address or phone number.
Condition
Outcome
Contact identifier does not exist
Ask the question
Contact identifier exists
Skip the question
Add a Jump Step to continue to the next step in the Workflow when the question is skipped. In most cases, you will choose the Step after the Ask a Question Step.
Use this method when you expect Contacts to message you via Website Chat Widget.
Unlike instant messaging channels, which provide the name of the contact, when contacts message from the Website Chat Widget, you’ll also need to get their name in addition to the phone number or email address.
Method Objective
Use Pre-Chat Forms to ask for Contact's name, phone number or email.
Feature SetupS
Here’s how to set up the Contact information you want to collect from the Pre-Chat Form.
Navigate to Settings module > Channels > Website Chat Channel > Customize.
Learn more about .
Then, customize the & Step as desired.
Click the Ask for Email step to edit the Question Text. The Question Type should remain as Email. Finally, click Save and Publish to activate the Workflow.
Click the Ask for Phone Number step to edit the Question Text. The Question Type should remain as Phone. Finally, click Save and Publish to activate the Workflow.
Additionally, you can configure the Save Response As to to reference it at a later step of the Workflow.
Learn how to configure the .
Consider continuing your Workflow with , , or .
Must-have: First add and install the .
Learn more about .
Make the fields Mandatory so Contacts must fill them out.
1. Open the Pre-Chat toggle and enable Pre-Chat Form. 2. Add First Name and Phone Number Field to the form. 3. Make the fields Mandatory so Contacts must fill them out.
