Does the chatbot ask for the customer's email or phone?

Yes, once. After Kiko has answered a real question, it asks in one short question for the details you track that it doesn't know yet. If the customer says no, it keeps helping and doesn't ask again. You can switch this off, or ask up front with a form on your website.

Can I add a form before the website chat?

Yes. Turn on the form before website chat and choose its fields: name, email, phone, or your own, such as company or budget. Each can be required or optional.

Where do I see the leads?

In People › Leads, with the channel, the date, what they were interested in and where each detail came from. Open a lead to read the chat behind it.

Can my team be told about new leads?

Yes, by WhatsApp. Choose up to 10 numbers and what triggers an alert: a new lead, a detail filled in, words you choose, a request for a person, or a chat gone quiet.

Yes. Export leads as a CSV file, or add them to your contacts and lists.

Which plans include lead capture?

Leads are on every plan, after a 14-day free trial with no card. Each plan includes a number of leads per agent; see pricing.

Lead capture

Capture leads from every chat, on WhatsApp and your website

Everyone who messages your business on WhatsApp or Telegram becomes a lead. After Kiko has answered a question, it asks once for the details you track, such as an email or a company name, and website chats become leads the same way, with or without a form. Your team sees where each detail came from and the whole conversation behind it.

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Updated 5 November 2026

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How it works

How a lead is captured

Step 1A customer gets in touch
On WhatsApp or Telegram, their first message creates a lead. On your website, a short form before the chat does, or the details they share when Kiko asks.
Step 2Kiko starts with what it knows
Their name from WhatsApp or Telegram, and on WhatsApp their number, so nobody has to ask for it.
Step 3Kiko asks, once
After answering a real question, Kiko asks for the details it doesn't have yet in one short question. A no is respected, and it never asks again in that chat.
Step 4Your team follows up
Every lead is in People › Leads with its chat, what they were interested in and where each detail came from.

On every plan, after a 14-day free trial. See pricing

Northside Clinic Business account

How much is teeth whitening?9:38

It's $350 and takes about an hour. If you'd like the team to follow up, could you share your email?9:38

Sure, dan.lee@mail.com9:39

Thanks, Dan! Ask me for a time whenever you're ready to book.9:39

New leadSaved

Name: Dan Lee
WhatsApp: +65 9123 4567
Email: dan.lee@mail.com
From: WhatsApp

Where leads come from

WhatsApp
A lead for everyone who messages your number, with their WhatsApp name and number.
Learn more
Telegram
A lead for everyone who messages your bot, with the name Telegram shows.
Learn more
Your website
A short form before the first message, or no form at all: a visitor who shares an email or phone when Kiko asks becomes a lead.
Learn more
Bookings and requests
When a customer books an appointment or opens a request, Kiko asks for the contact details it still needs. Details they type are added to their lead.
Learn more
Products they looked at
When a website visitor taps a product Kiko recommended, their lead shows what they were interested in.

What your team gets

One list of leads
From every channel, with where each came from, when, and what they were interested in; filter by channel and date and search by name, email or phone.
Where each detail came from
Every lead shows whether a detail came from the form, from WhatsApp or Telegram, or from what the customer said in the chat.
The chat behind it
Open the conversation from the lead, and see the lead's bookings, cases and other activity in one place.
WhatsApp alerts
A message to up to 10 numbers when a new lead arrives, a detail is filled in, the customer uses words like “urgent” or asks for a person, or a chat goes quiet.
Export and contacts
Export leads as a CSV file, or add them to your contacts and lists.

What you can set

In People › Leads › Lead capture, for each agent.

Lead capture settings
Setting	What it does
Details to track	Name, email, phone or any field you add (text, email, phone, long text, number or date), each required or not on the form.
Ask for them in chat	On by default: Kiko asks once, after helping, for up to three details it doesn't know yet.
Form before website chat	On or off. Off by default; needs at least one field.
From WhatsApp and Telegram	A lead for everyone who messages you there. On by default.
WhatsApp alerts	Who to tell, and when: a new lead, a detail filled in, your own words, a request for a person, or a chat gone quiet for a number of minutes.
At most one alert every	So a busy chat doesn't send a stream of messages; 30 minutes by default.
Alert message	Your own wording, with the lead's name, phone, email, channel, reason and their message filled in.

Good to know

Help first, ask once
Kiko never asks on a greeting, while a customer is upset or asking for a person, or in the middle of a booking, and never asks a WhatsApp customer for the number they're writing from. Calls don't ask.
Alerts need the 24-hour window
WhatsApp only delivers a free-text alert to someone who messaged your number in the last 24 hours, so each person on the list sends “Alerts on” to your number first.
Source: Meta: customer service windows
Leads per plan
Each plan includes a number of leads per agent. Past it, newer leads are kept but hidden until you upgrade.
Deleting a lead keeps the chat
Removing a lead doesn't remove the conversation or any contact made from it.

FAQ

Questions about capturing leads in chat

Straight answers before you set it up.

Still have a question?Ask Kiko. It's a HeyKiko agent trained on everything here.

Ask Kiko Book a demo

Yes. Everyone who messages your WhatsApp number becomes a lead in HeyKiko, with their WhatsApp name and number. Kiko asks once for anything else you track, such as an email, and adds the answer to the lead.

Keep reading

Let Kiko take the next message

Train your agent on your website today, put it on WhatsApp, Telegram and your site, and watch the first conversations come in.

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