Birdeye Chatbot AI helps businesses engage website visitors, answer common questions, and capture leads. You can configure how visitors interact with the chatbot by enabling the Lead capture form (also referred to as the Pre-Chat Form) and continuously improve chatbot responses by answering unanswered customer questions in the FAQs section.
What is the Lead Capture Form?
The Lead capture form is a pre-chat form displayed before a visitor starts a chatbot conversation. It collects visitor information such as their name, email address, or phone number before or during the conversation, depending on your configuration.
Using the Lead Capture Form helps identify visitors as leads instead of anonymous website users.
Configure Pre-Chat Form
Step 1: Navigate to 'Settings,' go to the 'Inbox' tab, and click 'Chatbot AI.'
Step 2: Hover over the chatbot widget you want to configure, and click the Edit icon.
Step 3: Navigate to the 'Chat window' tab.
Step 4: Enable the Lead capture form toggle.
What happens when you enable the Lead Capture Form?
When the Lead Capture Form is enabled:
Visitors are prompted to provide their contact information before continuing the conversation.
Live Chat and Chatbot AI remain unavailable until the required visitor information is collected.
This helps improve lead quality by ensuring conversations are associated with identifiable contacts.
When the Lead Capture Form is disabled:
Chatbot AI begins the conversation immediately.
Contact details such as email address and phone number are requested after the chatbot's first response.
Conversations without contact information are stored as Anonymous Chats in the Inbox.
Step 5: Choose when the Lead Capture Form should appear:
During business hours
Outside business hours
Both
Use the preview panel to verify how the form will appear to website visitors.
Optimize Chatbot AI Using FAQs
Chatbot AI becomes more effective when unanswered customer questions are reviewed and answered. Adding answers to these questions expands your FAQ knowledge base, allowing Chatbot AI to answer similar questions automatically in future conversations.
Step 1: Go to 'Settings,' navigate to the 'Business info' tab, and click 'FAQs.'
Step 2: Click the 'Three vertical-dot'menu and select 'Unanswered questions.'
Step 3: Select a question, enter an appropriate answer, and click Add.
Step 4: After adding, the question appears in your FAQ list and can be used by Chatbot AI to answer similar customer questions in future conversations.