Lead capture

Why support conversations contain leads

Buying signals turn up in support all day. A visitor asks whether you integrate with their CRM, whether you offer SSO, or what happens if their team grows. Traditional support tools treat these as tickets to close. Fidiora treats them as conversations worth routing to sales, without making the customer fill in a form or wait for a call. See stop losing leads in support chat and support as a revenue channel.

How lead capture works

1. 01

   Fidiora answers the question

   The customer always gets their answer first, grounded in your docs. Lead capture never replaces the answer.

2. 02

   Intent is detected

   Fidiora recognizes buying signals in the conversation, such as questions about plans, integrations, security requirements, or team size.

3. 03

   Qualification happens in the chat

   Fidiora asks a few natural follow-up questions and captures details such as company, plan interest, and team size, without breaking the flow of the conversation.

4. 04

   The lead routes to sales

   A rule sends the qualified lead to sales with the full transcript attached, so the first sales reply builds on what the customer already said.

Set it up

• Decide what counts as a buying signal for your business. Questions about pricing tiers, SSO, integrations, and volume are common starting points.
• Write a rule such as "If intent is buying, then capture lead" in the rule engine. See Automation rules.
• Decide where leads go: a sales stage in the pipeline, your CRM, or a team channel. Fidiora pairs with CRMs such as HubSpot, Salesforce, and Pipedrive through standard methods like API and automation tools.
• Make sure your pricing, plan, and integration pages are connected as knowledge sources, so pre-sales answers are accurate.
• Agree a response time with sales for high-priority leads, and route those to a channel someone watches.

Keep it helpful, not pushy

Lead capture works when it feels like good service. A few guardrails:

• Answer first, qualify second. Never hold the answer hostage to a contact form.
• Keep qualification to a few questions. The transcript already carries most of the context.
• Do not qualify customers who came for support. Someone reporting a bug is not a lead.
• If a prospect asks for a person, hand off immediately, just like any other conversation.

Measuring lead capture

Track how many leads were captured, how many sales accepted, and how many converted. Read a sample of captured leads each week to check that intent detection is catching real buyers and not existing customers asking routine questions. Adjust the rule if it is too broad or too narrow. See Analytics and quality.