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Inbound Support: Identify Contacts by Email and Phone Number
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Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Enrich Contact Data and Qualify Leads
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Table of Contents
- Home
- Sales Use Cases
- Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Collect Leads' Email and Phone Number
Updated
by Joshua Lim
Benefits of Collecting Emails and Phone Numbers
Use the email address or phone number collected to:
- merge Contacts when a lead messages you from a different Channel.
- be able to enrich data from your CRM.
- gain lead qualification information.
Methods to Collect Contact Identification
Here are three methods that you can use to collect Contact identifiers:
- Automatically obtained from Channel's Metadata.
- Ask for a phone number or email using Workflows.
- Use a Pre-Chat Form on the Website Chat Widget.
Automatically obtained from Channel's Metadata
respond.io platform automatically receives Contact's phone number or email address for the following channels:
For channels that do not provide Contact's phone number or email to respond.io platform, use the other two methods to collect Contact identifiers.
Ask for a phone number or email using Workflows
Method Objectives
- Select and customize Workflow Template
- Continue Workflow when the question is skipped
Workflow Setup
There are Workflow templates set up by our team that you can use immediately. These templates can be edited to fit your business needs.
Select and customize Workflow Template
On the respond.io platform, click Workflows > + Add Workflow and choose your templates.
To collect emails, click Welcome Message & Ask For Email > Use Template.

To collect phone numbers, click Welcome Message & Ask For Phone Number > Use Template.

Then, customize the Welcome Message & Ask a Question Step as desired.
Ask a Question Step configuration for Email

Ask a Question Step configuration for Phone Number

Continue Workflow when the question is skipped
These Workflow templates are set up with a Branch Step to check if the Contact Field already contains the email address or phone number.
Condition | Outcome |
Contact identifier does not exist | Ask the question |
Contact identifier exists | Skip the question |
Add a Jump Step to continue to the next step in the Workflow when the question is skipped. In most cases, you will choose the Step after the Ask a Question Step.

Use a Pre-Chat Form on the Website Chat Widget
Unlike instant messaging channels, which provide the name of the contact, when contacts message from the Website Chat Widget, you’ll also need to get their name in addition to the phone number or email address.
Method Objective
- Use Pre-Chat Forms to ask for Contact's name, phone number or email.
Feature Setup
Here’s how to set up the Contact information you want to collect from the Pre-Chat Form.

Navigate to Settings module > Channels > Website Chat Channel > Customize.
Pre-Chat Form Configuration for Name & Email
2. Add First Name and Email Address field to the form.
3. Make the fields Mandatory so Contacts must fill them out.

Pre-Chat Form Configuration for Name & Phone Number
2. Add First Name and Phone Number Field to the form.
3. Make the fields Mandatory so Contacts must fill them out.

Feeling stuck? Do not fear.
Help is here!Inbound Sales: Enrich Contact Data and Qualify Leads
Related Articles
Inbound Sales: Routing Leads
Automatically route leads to the right sales agent based on customer input, contact data and country.
Inbound Support: Identify Contacts by Email and Phone Number
Collect the Contact's phone number or email when you get a new contact to identify if they are an existing customer using Workflow Templates.
Inbound Sales: Enrich Contact Data and Qualify Leads
After collecting contact identifiers, request additional contact information to enrich data and qualify leads.