Website Chatbots
Capturing enquiries from a chat
Deciding what details to ask for, how the enquiry reaches your team, and the transcript link.
Last updated September 2, 2026
Answering questions is useful; capturing the enquiry is the point. Under Information to collect you decide how hard the chatbot tries for each detail.
| Setting | Means |
|---|---|
| Required | It will keep asking until it has this. |
| Ask if you can | It asks once and moves on. |
| Don't ask | It never raises it. |
You can ask for name, email, phone, business name, an appointment time and an address. Sensible defaults have name and email required and phone and business name asked for.
What happens on capture
A real enquiry is created against the form you chose, attributed to the right tribe, and your team is notified exactly as they would be for any other enquiry. Any files the visitor attached come across with it.
If the same visitor gives more details later in the conversation, the existing enquiry is updated rather than a second one created.
Reading the conversation
The notification email carries a View chat conversation button, and the transcript also appears on the contact record. Whoever calls the customer back can see exactly what was already discussed, which is the single best thing about chatbot enquiries.
Visitor file uploads
Optionally let visitors attach files — up to five per conversation, 10 MB each, covering common image, PDF and artwork formats. Files on a conversation that never becomes an enquiry are cleared out after a few weeks, so a visitor who uploads artwork and disappears does not leave it there forever.
Getting the right tribe
The chatbot works out which tribe a visitor means from the page they are on. Where it is only remembering a tribe from earlier in their visit, it confirms before submitting — which is why it sometimes asks a question you feel it should already know.