How to review and manage captured leads in Presbot

What is a captured lead?

A captured lead is a follow-up request submitted through your Presbot assistant.

It may include a visitor’s name, email address, phone number, reason for contacting you, preferred timing, location, or other details you chose to collect.

The goal is not simply to collect contact information. A useful lead should also give your team enough context to understand what the visitor needs and decide what to do next.

If you have not set up your follow-up flow yet, start with how to set up lead capture in Presbot.

Where to find captured leads

Sign in to Presbot and open the assistant you want to review.

Go to the area where captured leads and visitor conversations are listed. Open a lead to review the details submitted by the visitor and the surrounding conversation.

Depending on the questions in your lead capture flow, you may see:

• Name
• Email address
• Phone number
• Requested service
• Project or support details
• Preferred day or time
• Location or postal code
• Answers to any additional questions

Read the full context before following up

Do not look only at the contact details.

The conversation may show what the visitor asked before requesting help, which answers they received, and why they decided to contact your team.

This context can help you avoid asking the visitor to repeat information.

For example, a lead may include:

• A question about pricing
• A request for weekend availability
• A specific service or product
• A concern about timing
• A location that needs to be confirmed

Reviewing the conversation first makes your reply feel more thoughtful and prepared.

Check whether the contact information is complete

Before responding, confirm that the lead includes a usable contact method.

Check for:

• A complete email address
• A phone number with enough digits
• A name or business name, when collected
• Any preferred contact method

If the contact information looks incomplete, use any other available detail carefully. Do not guess missing information.

If incomplete leads appear often, review the wording and order of your questions in the lead capture flow.

Identify the visitor’s main need

Try to summarize the lead in one sentence.

For example:

• Needs a quote for a five-page business website
• Wants to confirm service availability in a specific postal code
• Needs help with an existing order
• Wants an introductory consultation next week
• Is comparing plans and needs a recommendation

This makes it easier to decide who should respond and what information they need.

Separate urgent leads from routine leads

Some requests need a faster response than others.

A lead may be more urgent when it involves:

• A time-sensitive appointment
• A service interruption
• A deadline
• An existing customer problem
• A request with a specific near-term date

A general pricing question may be less urgent, but it still deserves a clear and timely reply.

Use a simple internal process so urgent requests are noticed quickly.

Assign the right person to follow up

If more than one person handles leads, decide who owns each type of request.

For example:

• Sales questions go to a sales contact
• Support requests go to a support contact
• Appointment requests go to a scheduler
• Billing questions go to the person who manages accounts

Clear ownership prevents leads from being overlooked or answered twice.

Use the visitor’s own words

When following up, refer to the reason the visitor contacted you.

For example:

Thanks for reaching out about website maintenance. I saw that you are looking for help with updates and security checks for an existing site.

This shows that you reviewed the request and understand the context.

Do not repeat sensitive or unnecessary information in your reply.

Answer the question before asking for more

If the visitor asked a clear question, respond to it when possible.

A weak reply may say:

Thanks for contacting us. Can you tell me more?

A stronger reply may say:

Yes, we provide monthly website maintenance. Based on what you shared, the next step is a short call to review your site and the updates you need.

You can then ask for any missing detail.

Ask only for missing information

Do not make the visitor repeat information already included in the lead.

Ask only for details that are necessary to continue.

For example:

• A specific address for an on-site service
• A preferred meeting time
• A project deadline
• An order number
• A link to an existing website

If your team always needs the same missing detail, add that question to the lead capture flow.

Set clear expectations in your reply

Tell the visitor what will happen next.

A useful reply may explain:

• Who is handling the request
• What information is still needed
• When the visitor can expect another response
• Whether an appointment or estimate will follow

For example:

I will review the details with our project team and send you a recommendation by tomorrow afternoon.

Only promise timelines your team can meet.

Keep follow-up personal and simple

A follow-up should feel human, not like an automated marketing message.

Use the visitor’s name when available and refer to the specific request.

Keep the first reply focused on helping them move forward.

A simple structure works well:

1. Thank the visitor
2. Confirm what they need
3. Answer the main question or explain the next step
4. Ask for one missing detail, if needed
5. Set a clear expectation

Example follow-up message

Visitor request: A visitor wants a consultation about local SEO and prefers Tuesday afternoon.

Possible response:

Hi Jordan, thanks for reaching out about local SEO. Tuesday afternoon may work. Could you share your time zone and the website you would like us to review? Once I have those details, I can confirm a time.

This response uses the information already provided and asks only for what is missing.

Keep useful records

Use a consistent way to track the status of each lead outside Presbot when your process requires it.

Common statuses include:

• New
• Needs review
• Contacted
• Waiting for visitor
• Appointment scheduled
• Qualified
• Not a fit
• Closed

The exact system may be a shared inbox, spreadsheet, customer relationship tool, or another process your team already uses.

The important part is that everyone knows what has happened and what should happen next.

Protect visitor information

Captured leads may contain personal information.

Only share lead details with people who need them for follow-up.

Do not copy personal information into public notes, unsecured documents, or unrelated systems.

Keep your privacy policy current and follow the data handling practices your business promises to visitors.

For more guidance on what to collect, review how to set up lead capture in Presbot.

Review the quality of your leads

Look at several captured leads together and ask:

• Do we understand what each visitor wants?
• Do we have a usable contact method?
• Are we collecting unnecessary details?
• Are important details missing?
• Are visitors choosing the right follow-up path?
• Can the team respond without asking the same questions again?

The answers can show you where the lead capture flow needs improvement.

Improve Quick topics when leads are unclear

Quick topics influence the path visitors take before submitting a lead.

If leads are too broad or unrelated, the starting topics may need clearer wording.

For example, replacing a general topic such as Contact us with more specific options may help:

• Request a quote
• Book a consultation
• Get support
• Check availability

Review how to write effective Quick topics for practical guidance.

Improve saved answers when visitors ask the same question first

Some leads begin because a visitor could not find a clear answer.

If many people ask the same question before requesting follow-up, consider adding or improving a saved answer.

Common examples include:

• Pricing
• Availability
• Service area
• Booking steps
• Refund or cancellation policies

Review how to write clear saved answers to improve those responses.

Improve Knowledge when leads lack context

Visitor questions can reveal missing business information.

If Smart Assistant gives a general answer before the visitor requests help, add clearer context to Knowledge.

For example, you may need to clarify:

• Which locations you serve
• What each service includes
• How pricing is determined
• What visitors should prepare
• Which requests your business cannot handle

Review how to add useful Knowledge and how Smart Assistant uses your Knowledge.

Review leads regularly

Set a regular routine for checking new leads.

The right frequency depends on your business, but the process should be consistent.

Make sure:

• New requests are reviewed
• Urgent leads are noticed
• Each lead has an owner
• Visitors receive a response
• Missing information is identified
• The lead capture flow is improved when patterns appear

Captured lead checklist

Before following up, confirm that:

• You reviewed the full conversation
• You understand the visitor’s main need
• The contact information is usable
• You know who should respond
• You can answer the main question
• You are asking only for missing information
• The next step is clear
• The visitor’s information is handled carefully

Next steps

Start with how to set up lead capture in Presbot if you want to improve the questions and flow that create each lead.

You can also review how to write effective Quick topics, how to write clear saved answers, and how to create your first Presbot assistant.

Create your Presbot assistant or compare Presbot plans.