Table of Contents

Inbound Sales: Collect Leads' Email and Phone Number

Susan Swier Updated by Susan Swier

Business Goal: Collect leads’ email address or phone number for identification when a conversation opens.

Benefits of Collecting Emails and Phone Numbers

Use the Email Address or Phone Number collected to:

Methods for Contact Identification

  1. Ask for a phone number or email using Workflows.
  2. Use a Pre-chat Form on the Website Chat Widget.

Ask for a phone number or email using Workflows

Use this method when you expect leads to message you via instant messaging.

Method Objectives

  • Ask for the lead’s email address or phone number.
  • Skip the question if you already have the email or phone number.
  • Continue the Workflow when the question is skipped.

Workflow Setup

Tip: Consider using a Welcome or Away message earlier in the Workflow.

Here’s how to use a Workflow to get a lead’s email address or phone number.

screenshot of a respond.io workflow setup to ask for leads email or phone number

Ask for the lead’s email address or phone number
Tip: Learn more best practices for the Ask a Question Step here.

Use the Ask a Question Step to ask for an email address or phone number and save it in the correct Contact Field.

Ask a Question Step configuration for Email
1. Under Branch 1, add the Ask a Question Step.
2. Fill in the Question Text Field.
3. Select Email in the Question Type dropdown.
4. Enable Save Response As Contact Field and select Email Address in the dropdown.
5. Enable Save Response As Variable and name the Variable EmailAddress. This Variable will be used in the Branch step of this Workflow.
Ask a Question Step configuration for Phone Number
1. Under Branch 1, add the Ask a Question Step.
2. Fill in the Question Text Field.
3. Select Phone Number in the Question Type dropdown.
4. Enable Save Response as Contact Field and select Phone Number in the dropdown.
5. Enable Save Response as Variable and name the Variable PhoneNumber. This Variable will be used in the Branch step of this Workflow.
Tip: Businesses with long sales cycles can use this to ask lead qualification questions.
Skip the question if you already have the email or phone number
Tip: Learn more about the Branch Step here.

Use the Branch Step to check if the Contact Field already contains the email address or phone number. When the data is not present, the question will be asked. When the data is present, the question will be skipped.

Branch Step configuration for Email
1. Add a Branch Step.
2. On the configuration panel, select Category > Contact Field.
3. Select Email Address in the Contact Field dropdown.
4. Select does not exist in the Operator dropdown.
Branch Step configuration for Phone Number
1. Add a Branch Step.
2. On the configuration panel, select Category > Contact Field.
3. Select Phone Number in the Contact Field dropdown.
4. Select does not exist in the Operator dropdown.
Continue the Workflow when the question is skipped
Tip: Learn more about the Jump Step here.

Use the Jump Step to define the next step in the Workflow when the question is skipped. Often, you will choose the Step after the Ask a Question Step.

Jump Step configuration
1. Under the Else branch, add a Jump Step.
2. On the configuration panel, select the next Step you want to jump to.
Tip: Consider continuing your Workflow with Lead Enrichment, Routing, or Assignment.

Use a Pre-Chat Form on the Website Chat Widget

Use this method when you expect Contacts to message you via Website Chat Widget.

Unlike instant messaging channels, which provide the name of the contact, when contacts message from the Webchat Widget, you’ll also need to get their name in addition to the phone number or email address.

Method Objective

  • To ask for a Contact’s name, phone number or email address using the Pre-Chat Form.

Feature Setup

Must-have: First add and install the respond.io Chat Widget.
Tip: Learn more about Pre-Chat Forms here.

Here’s how to set up the Contact information you want to collect from the Pre-Chat Form.

example of respond.io webchat pre-chat form

Navigate to Settings Module > Channels > Website Chat Channel > Customize.

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

IS THIS ARTICLE HELPFUL?

We'd love to hear from you!

Inbound Sales: Enrich Contact Data and Qualify Leads

Can't find what you're looking for?

Talk to an expert here!

Contact Us
Powered by HelpDocs (opens in a new tab)

Powered by HelpDocs (opens in a new tab)