Overview

Featurebase tracks the people who interact with your product in three stages:

• Visitors - Anonymous website visitors who haven’t started a conversation or logged in

• Leads - People who engage with you for the first time (e.g. start a conversation, reply to an outbound message). Leads can provide an email so you can follow up

• Users - Verified customers who sign up or log into your product. Their profile carries all past conversations and data forward.

This flow helps you manage the entire customer journey - from first visit to long-term user.

Visitors

What is a visitor?

An unknown visitor to your site who isn’t logged in and has no prior conversation history.

When does a visitor become a lead?

As soon as a visitor starts a conversation with you, or replies to an outbound message, they become a lead. You can follow up with leads via email if they share their email address with you.

How do I get a visitor’s email address?

When a visitor or lead starts a conversation, they’re automatically prompted to enter their email address in case they leave before they get an answer. If they don't leave their email, they’ll need to come back to your website to receive your answer.

Important:

• If a visitor or lead leaves their email address, you can edit it at any time.

• If a visitor or lead doesn’t leave their email address, they’ll have to come back to your website to receive your answer.

• If you get your visitor or lead's email address while chatting, you can manually add it to their profile.

If I email a lead, can I identify them on my website?

Yes, if you send an email to a new lead and they click on a link that takes them to your site, they'll be automatically identified with the same email address when they start a conversation in Messenger. You can see all the pages they visit, or greet them with a personalized message.

Leads

What is a lead?

A visitor who has engaged with you. Leads can be contacted via email, segmented, and qualified with additional data.

Verified vs. unverified leads

A lead is verified if:

• They originate from an inbound email, or

• They were uploaded via CSV.

Note: A lead won't be verified if they got in touch via the Messenger or their email address is edited by an admin in the UI.

Why do I have duplicate leads?

If a new lead emails you with an existing verified email, the conversation attaches to that verified lead. If no verified lead exists with that email, a new lead is created.

Why do leads sometimes have random names?

When a logged-out visitor starts a conversation without providing details, Featurebase auto-generates a name like “Yellow Antelope” to help differentiate and think of your leads in a more personal way. Once they provide an email, their profile updates.

You can also update their name manually from the Inbox sidebar, or add it as qualification data to be collected in the Messenger. You can also use Workflows to collect this data.

Users

When does a lead become a user?

• When they sign up for your product or log into an existing account.

• All prior data, messages, and conversations are carried into the user profile.

FAQs