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 SOLO, PLUS, and EXPERT 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.
By default you can collect the visitor's name, email, and phone number. You can rename any field or customize the message text — just click the arrow on the right of each field and tweak it.
💡 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!