What This Does #

Gathers customer information like names, emails, and contact details during conversations.

When to Use This #

• You need contact information for follow-up
• You want to qualify leads for sales
• You’re providing personalized support
• You need customer details for service delivery

Step by Step Instructions #

1. Enable Data Collection
   • Navigate to Actions
   • Find “COLLECT USER DATA” section
   • Click “Add to list” to enable

1. Choose When to Collect Data
   • Initial: Ask for info at the start of conversation
   • Before any question: Collect before user asks anything
   • After any question: Natural flow after understanding needs
   • Extract from chat: Automatically pick up mentioned information
   • Custom: Define your own conditions

1. Select Information to Collect
   • Standard fields: Name, email, phone, address
   • Custom fields: Add your own relevant information
   • Choose required vs. optional fields

1. Configure Collection Strategy
   • Set up friendly, conversational data collection
   • Don’t proceed with other tasks until required fields are collected
   • Gather information one piece at a time

When to Use Each Collection Method #

Initial Collection:

• Use for: Contact forms, user identification
• Example: “Hi! To provide personalized help, could you share your name and email?”

Before Any Question:

• Use for: Support tickets, account verification
• Example: “Before I help, I’ll need a few details to access your account.”

After Any Question:

• Use for: Lead qualification, follow-up information
• Example: “I can help with that! To provide the best solution, what’s your company size?”

Extract from Chat:

• Use for: Natural conversations, reducing friction
• Automatically captures when users mention: “I’m John from ABC Corp”

Information Collection Best Practices #

Be Strategic:

<aside>

Collect information progressively:

1. Start with most important fields (name, email)
2. Add business context (company, role)
3. Gather specific needs (budget, timeline)
4. Explain why you need each piece of information </aside>

Use Natural Language:

<aside>

Instead of: “Enter your email address” Say: “What’s the best email to send you the information?”

Instead of: “Company name required” Say: “What company are you with?”

</aside>

Example Collection Flows #

Lead Qualification:

<aside>

Bot: “I’d love to help you find the right solution. What’s your name?” User: “Sarah” Bot: “Nice to meet you, Sarah! What company are you with?” User: “TechCorp” Bot: “Great! What’s the best email to send you information about our solutions?”

</aside>

Customer Support:

<aside>

Bot: “I’m here to help with your issue. To provide the best assistance, what’s your name?” User: “Mike Johnson” Bot: “Thanks Mike! What email address is associated with your account?”

</aside>

Data Fields to Consider #

Basic Contact:

• Full name
• Email address
• Phone number
• Company name

Business Context:

• Job title/role
• Company size
• Industry
• Location

Sales Qualification:

• Budget range
• Timeline for decision
• Current solution
• Decision-making authority

Support Context:

• Account ID
• Product/service using
• Issue category
• Urgency level

Privacy and Compliance #

• Always explain why you’re collecting information
• Get consent before collecting personal data
• Offer value in exchange for information
• Make it clear how the information will be used
• Provide options to opt out or update information

Tips for Success #

• Collect information conversationally, not like a form
• Explain the benefit: “This helps me give you better recommendations”
• Don’t ask for too much at once
• Make required fields clear
• Test the flow to ensure it feels natural
• Use the information you collect to personalize the conversation