Contacts and leads

When a visitor submits the widget lead form, Engine 64 stores or updates a workspace contact and links it to the matching conversation when one is supplied.

What the form collects

Name and email are required. Phone and a short message are optional. The widget shows the form according to the mode selected under Settings -> Appearance:

• Off does not show it.
• Require before chat collects details before the first message.
• Smart capture allows chat first and offers the form later.

Only collect information your team needs and is entitled to process. Your privacy notice should explain how widget and connected-channel data is used.

How contacts are matched

Engine 64 matches an existing contact by email within the workspace. A returning lead can update the existing name, phone, message, visitor link, and source page rather than creating a duplicate. Contacts are workspace-wide, while the latest agent and conversation provide context for the enquiry.

Lead capture is not always a handoff

The contact is linked whether or not the conversation escalates. Escalation happens only when When a visitor shares their contact details is enabled under Settings -> Security -> Human handoff.

When lead alerts are enabled, workspace owners and admins receive an email.

Follow-up checklist

• Confirm the source page and conversation before contacting the person.
• Avoid copying more transcript content into another system than the team needs.
• Correct or merge downstream duplicates according to your data-handling rules.
• Honour access, correction, and deletion requests described in Data Export and Deletion.