Want to level up your customer care? The Leadgen Flow (formerly chatbots) automatically collects your visitors' contact information — name, email, phone number — and stores everything neatly in your Contact Hub. No more lost leads, no more manual data entry.
💡 Availability: Leadgen Flow is available in PLUS, EXPERT, and ULTIMATE plans. (Legacy: STANDARD, PRO)
We've split this article into four sections:
How to set up the Leadgen Flow
First, open one of your existing Flows or create a new one. Then click the Flow message where you want to collect contacts → Add reply → Contacts collection → name the fields → Publish Flow. You can also start from a ready-made leadgen template — click Start Generating Leads on the Flows tab banner and pick one (Lead collection, Gather email addresses, Offer help on pricing page, Newsletter subscribe form).
By default the node collects the visitor's Email — click Add field to collect more: Name, Phone, or Other data. Each field's message text can be customized.
💡 Tip: Want to collect data beyond the defaults (e.g., company size, industry, order ID)? Create a custom contact property first — see our Contact Properties guide.
How it looks in the chat box
Here's how visitors experience the contact collection prompt:
Every collected contact appears in your Contact Hub:
💡 When is a contact actually created?
• If the visitor fills in only the name and surname — the contact is not created.
• If the visitor provides a phone number — the contact is created when the visitor leaves the site.
• If the visitor fills in only an email — the contact is created immediately after contact collection completes.
Leadgen — GDPR consent
The Leadgen Flow also includes the option to request GDPR consent before collecting personal data. Here's how to enable it:
⚠️ Important: If you require GDPR consent, you should insert a link to your own Privacy Policy in the Leadgen field. Without it, visitors are redirected to Smartsupp's generic Data Privacy & GDPR page, which only describes our role as data processor — not your specific data handling practices.
Here's how the consent prompt looks in the chat box:
If the visitor grants consent, the Flow continues with contact collection. If they decline, the Flow stops the flow — no contact is created.
💡 Note: If you use the Leadgen Flow, there's no need to use the separate Contact form — every Leadgen contact lands in the Contact Hub automatically.
What's next?
GDPR contact collection — full compliance guide for collecting contacts via Flow.
Contact Properties — create custom fields to capture more than name, email, and phone.
Flow — full overview of how Flows work and how to create one.
Flow Actions — see all the actions a Flow can perform.
Flow conditions — control when, where, and to whom the bot appears.
Welcome message and handover — guide visitors smoothly from Flow to live agent.
💡 Need more help? Contact our support team — we'll be happy to help!