As you chat to a lead you’ll begin to build a picture of who they are, what kind of company they work for, what problems they may be facing and how your business can help. Here’s how your team can qualify your leads and stay focused on the biggest opportunities: 

Note: You’ll need Inbox to manually qualify leads in the inbox. 

Know who your leads are

When an unknown visitor gets in touch with your team, they’ll automatically become a lead. And we’ll create a live profile for them, which will appear alongside their conversation in the inbox. You’ll see basic information about them, like their browser language and when they last visited your site. 

Qualify your leads as you chat

Within each lead’s profile, you’ll see a customizable qualification section too. This allows your sales team to define and collect important information about your leads.

By default, you’ll see the following user and company qualification data: 

  • Name

  • Email 

  • Phone

  • Company name 

  • Company industry

  • Company size 

  • Company website

Choose the qualification data that matters to your business 

It’s easy to change the qualification data that appears in your lead’s profile to suit your business needs. First, sit down with your sales team and define the key details that will help you convert your leads into users.

For example, maybe it’s vital for your sales team to know your lead’s job title, whether they work for of a B2B or B2C company, the make of their car, etc. You can literally add any data you need to qualify them 😄 

Next, visit the ‘Qualification data’ section of your app settings and select ‘Add data.’ 

Note: Adding or removing qualification data will change every lead’s qualification profile. 

From here, you can choose which data appears and/or you can add your own data.

Create your own custom qualification data

To add your own qualification data, first select ‘Create new data.’ 

Next, you’ll need to define the data you’d like to track. You can format your data in a few ways: as text, a number, a true or false answer, a date or a list. 

For example, choose ‘text’ if you’d like your teammates to add a descriptive job title for your leads. 

Qualify your leads as you chat to them

Once you’ve set up the right data, you can manually add information to your lead’s profile as you chat to them. 

Important: If you add a company name to a lead’s profile that already exists, the lead will get added to that company. If the company doesn’t already exist, we’ll create a new company. 

Track each lead’s qualification status  

Each of your teammates can quickly check the qualification status of any lead to see where they are in the process. 

Stay personal and get the information you need 

It can sometimes be tricky to stay personal and friendly, while promptly getting the information you need. Here’s how to strike that balance: 

Answer your lead’s question, before asking your own  

It’s a good rule of thumb to only ask a lead question after you’ve given them a new piece of information. Always answer one question, before asking another. When your lead receives genuine help, they’ll be more receptive to answering your questions. 

Ask qualifying questions 

Your leads are tight on time, so make every question count. Only ask questions that help you understand what your lead needs and whether they’re a good fit for your business. Each answer you receive should help you add new qualification data to your lead’s profile. 

It’s also important to only ask your leads for details they’ll be comfortable giving you over chat. If you’d like to know your lead’s revenue, for example, give them a multiple choice of ranges, instead of asking for one figure.

Note: The lead qualification profile makes it easy to avoid asking questions you’ve already asked 😄 

Highlight the benefit of answering questions 

While efficiency is key, don’t lose sight of your lead’s needs. Whenever you ask a lead a question, let them know how answering it will help them. They’ll be more likely to provide an informative answer when they know it will help them get what they need. 

Show your human, friendly side 

Remember, your leads are human too. Be friendly and conversational and avoid business-like robotic language. Use emojis, stickers and gifs often - people will appreciate your warm tone and will be more likely to continue the conversation.

Disqualify leads in a friendly way 

If someone’s not a good fit for your product, be upfront about it. Don’t try to sell them a solution that’s not for them; they’ll quickly churn. Instead, be transparent about the limitations of your product. This will save your sales team time, allowing you to focus on more promising opportunities. People will also trust your business more, and appreciate your honesty. 

Continue to qualify leads after they become users 

Once you successfully get a lead to sign up for your product they’ll become a user and they’ll get a user profile. All of the information you’ve gathered about them is carried over, and you can continue to qualify them. 

Note: The qualification profile is collapsed by default for users. 

Once a teammate expands/collapses this, it will expand/collapse for all conversations with leads and users. 

How do I edit a lead’s data? 

It’s easy to edit data you’ve added about your lead. Just click over the qualification attribute: 


  • You can hover over any qualification attribute on a lead’s profile to see which teammate last edited it, and when. 

  • If you’d like to delete a qualification attribute a teammate has manually added, just select the arrow icon next to the attribute. Now, this data can get collected automatically from Operator or via ping. 


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