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Through the Collect Leads action, you will be able to customize when exactly does the ‘Lead’ form get triggered during the conversation that your customer is having with the bot. When to use: In this field, you specify when exactly you would like for the form to show during the conversation. You can also specify other instructions related to the action, such as ‘Show only the leads form without listing the form’s fields’. Previewing the action will help you spot the edits you may like to make. Best Practices for Instructions
  • Make sure to use natural language.
  • Keep the sentences short and simple.
  • Include examples that show the model what a good response looks like.
  • Focus on what you’d like the bot to do rather than what to avoid. Start your prompts with action-oriented verbs, e.g., generate, create, and provide.
Chatbase Embed Code Example

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Fields

In the Fields section, you first choose how the agent collects the lead’s details:
  • Form: the agent displays a form inside the chat bubble.
  • Conversational: the AI asks for the details naturally in chat, one message at a time, and saves the lead once it has everything required. This mode also supports custom fields.
Whichever mode you pick, either E-mail or Phone Number must be enabled and set as required. This guarantees every saved lead has a way to be contacted, and the action cannot be saved without it.

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Form mode

You can enable/disable any of the three available fields in the form (Name, E-mail and Phone Number). You also can set any of them (or all of them) to be a required field.
you can only have a maximum of three fields in a Lead Form, and custom fields are not available in this mode.

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Conversational mode

In conversational mode, the AI gathers the lead’s details in chat on every channel. The fields table has two parts:
  • Identity fields: Name, E-mail, and Phone Number. Each can be toggled on or off and marked as required. Their types are fixed, and you can add a description to guide the AI on how to ask for them.
  • Custom fields: any extra details you want collected, such as company name or budget. Each custom field has a name, a type (text, number, email, date, or boolean), a description that tells the AI what to ask for, and a required checkbox. The AI asks for all required fields before saving the lead; optional fields are saved when the user provides them but never block the save.
Conversational fields editor with identity and custom fields
The AI never invents values: it only saves what the user has explicitly provided, and if the user shares more details later in the conversation, the lead is updated without losing what was already collected. Collected leads appear under Activity > Leads, where each custom field gets its own column. Custom fields are also included in CSV and PDF exports and in the leads.submit webhook. Success Message: Customize the message that gets displayed once the customer submits the form. Dismiss Message: Customize the message that shows once the customer dismisses the form by clicking on the ‘X’ button. This only applies to form mode, since conversational mode has no form to dismiss.
Chatbase Embed Code Example

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Destinations

Use Destinations to specify where collected lead information should be sent.

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Webhooks

Add one or more webhook endpoints to receive each collected lead as a POST request. To add a webhook:
  1. Expand Destinations.
  2. Enter the endpoint URL.
  3. Click Create webhook.
  4. Save your changes.
You can also skip this step if you do not want to send collected leads to an external endpoint.

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Email notifications

Enable Email notification to receive an email every time a lead is collected through the Collect Leads action. You can add one or more email addresses, and each successful lead submission will trigger an email containing the collected lead information.
This is different from the Daily leads email notification available under Settings → Notifications. Email notifications configured here are sent immediately for each collected lead, whereas the daily leads notification sends a summary of leads collected throughout the day.

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Channels

Use Channels to control where the Collect Leads action is available. Enable or disable the action for each configured channel, such as:
  • Chat bubble
  • Help page
  • Instagram
  • Messenger
  • WhatsApp
Some channels may be incompatible with the action and will not be available for selection. After choosing the supported channels, click Save.
After you’re done editing, you can preview all your settings in the AI agent found on the Action page. Finally, press the Save and enable button and your form will be live ready for your agent to serve to users.