Every conversation your chatbot has is saved in its Leads inbox. Here you can read full transcripts, see who left their contact details, mark the good ones as qualified, tag them for follow-up, and export everything to Excel.
What counts as a lead#
All conversations appear in the inbox, whether or not the visitor shared any details. In the counts, a lead is a conversation where the visitor gave an email address.
Contact details are captured in two ways:
- Pre-chat fields. If you ask for details before the chat starts, the answers are saved with the conversation. Use an email-type field for the email address. See Pre-chat fields.
- During the chat. When a visitor types an email address or a phone number (7 to 15 digits) in a message, Liyobot picks it up automatically. The first one in each conversation is saved.
New leads also appear in Notifications, and can be emailed to you as they arrive.
Summary cards#
| Card | What it means |
|---|---|
| CONVERSATIONS | All conversations with this chatbot. |
| WITH CONTACT | Conversations where the visitor left contact details, as a percentage of chats. |
| QUALIFIED | Conversations your team has marked as qualified. |
| AVG RATING | The average rating visitors gave at the end of a chat. |
| NEEDS REVIEW | Conversations still marked New, waiting for someone to look at them. |
Finding conversations#
- Search. Search conversations looks through email addresses, pre-chat answers, tags and the text of messages.
- Status tabs. All, New, Qualified and Spam, each with a count.
- Tag filter. Choose a tag from All tags, or click a tag on any row to filter by it.
- Sort. Newest, Most msgs or Top rated.
Each row shows the visitor’s email or name (or Anonymous visitor), when they chatted, a preview, the number of messages and any tags. The inbox shows 8 conversations per page.
Reading a transcript#
Click a conversation to open its transcript. The header shows the visitor’s name and email, the status, when the chat happened, how many messages were exchanged and how long it lasted. Below that you’ll see the full conversation and the visitor’s rating, if they left one.
Statuses
| Status | Meaning |
|---|---|
| New | The default for every conversation. Counts towards NEEDS REVIEW. |
| Qualified | A real prospect worth following up. Set it with ✓ Mark qualified. |
| Spam | Junk or abuse. Set it with Spam. Spam is left out of reports. |
Tags
Click + tag to add a label such as hot-lead or follow-up, and click × on a tag to remove it. Tags are searchable and can be used to filter the inbox.
Emailing, copying and downloading#
- Email transcript sends the conversation to any email address you enter, such as a colleague who will follow up.
- Copy copies the conversation so you can paste it into another tool.
- ↓ Download transcript saves a text file with the chatbot, visitor details, start and end times, rating, status, tags and the full conversation.
- Open in Analytics → jumps to this chatbot’s charts.
Export leads to Excel#
Open Leads
Open the chatbot and go to Leads.
Click Export Excel
Click Export Excel. Your browser downloads leads.xlsx.
The spreadsheet has one row per conversation, with these columns:
| Column | Contains |
|---|---|
| Visitor email | The email the visitor gave, if any. |
| Name | The visitor's name, if collected. |
| Status | New, Qualified or Spam. |
| Rating | The visitor's end-of-chat rating. |
| Tags | Any tags your team added. |
| Messages | How many messages were exchanged. |
| Created at | When the conversation started. |
| Session ID | A unique reference for the conversation. |
| Your pre-chat fields | One extra column for each pre-chat field you ask. |
Need a period-based summary instead? Try the Leads report in Reports.