How do I capture CRM trial leads from the support chat?

Chatref’s lead-capture feature lets you collect visitor details right inside the conversation. Enable it from your agent’s settings, and the widget will prompt for name, email, and company when a visitor shows buying intent. You control when the prompt fires - after the first message, after a specific question, or only when the visitor asks about plans.

The captured details appear in your Chatref conversation inbox with the full chat history attached. That gives your sales team the context they need before they even reach out.

A name and email is a start, but a trial lead is more valuable when you know their use case, team size, and timeline. Use Chatref’s custom-actions to build a short qualification flow that runs inside the chat. The agent can ask “How many seats are you evaluating?” or “What’s your primary use case?” and store the answers alongside the lead record.

Custom actions connect to your own tools, so you can push the qualified lead into your CRM in real time. Set up a webhook that fires when the qualification flow completes, and map the collected fields to your CRM’s lead or contact object.

Once the lead is captured and qualified, you want it in your CRM without a manual step. Chatref’s custom-actions webhook can POST the lead data to your CRM’s API - Salesforce, HubSpot, Pipedrive, or any system that accepts a JSON payload. Include the visitor’s questions, the qualification answers, and a link back to the full conversation for context.

This turns your support chat into a hands-free trial lead pipeline. Every high-intent visitor gets captured, qualified, and routed to the right rep, while your team stays focused on closing.

Chatref’s insights engine tags and groups every conversation by topic. Filter for tags like “pricing,” “plan comparison,” or “enterprise features” to see which trial visitors are showing buying signals before they even ask to talk to sales. Set up a digest email that surfaces these conversations daily, so your team can prioritize outreach to the warmest leads.

Over time, the insight data shows you which questions correlate with conversion. Use that to tune your qualification flow and your CRM routing rules.

How to send chat leads into CRM

Use Chatref’s custom-actions to create a webhook that fires when a lead is captured or a qualification flow completes. Configure the webhook to POST the lead data - name, email, company, qualification answers, and conversation summary - to your CRM’s API endpoint. You can map the fields to your CRM’s lead object in the webhook payload. No middleware required if your CRM accepts a standard JSON POST.

Why CRM trial users never talk to sales

Most trial users want to evaluate the product on their own first. They avoid sales calls because they expect a pitch, not help. A chat widget that answers their questions from your own docs gives them the self-serve experience they want. When they do show buying intent, the same widget captures them as a qualified lead without forcing a call. That’s the path from silent trial user to warm pipeline.

How to capture Facebook ad leads into CRM

Chatref’s lead-capture works on any page where the widget is embedded, including landing pages you use for Facebook ad traffic. Drop the widget snippet on your ad’s destination page, enable lead capture, and set the prompt to fire early in the conversation. When a visitor clicks through from your ad and asks a question, the widget captures their details. Pair that with a custom-action webhook to push the lead into your CRM instantly, tagged with the ad campaign UTM parameters you pass through the page URL.