Overview

Use Workflows to automatically qualify new leads, collect their contact details, and route them to the right team - so your sales reps can focus on meaningful conversations.

When a visitor starts a conversation in the Messenger, they become a lead. You can then trigger a Workflow that asks qualifying questions, captures details like email or company size, and automatically assigns the lead based on their responses.

When a visitor leaves their details, the Workflow will add it to their profile in Featurebase:

Common use cases

• Capture contact details: Collect lead emails or phone numbers to follow up if they leave your site

• Qualify leads automatically: Gather key info like company name, size, or industry

• Route by conditions: Send leads to the right sales team using if-then logic

• Segment leads by value: Tag and prioritize leads based on attributes like company size or plan type

• Automate follow-up actions: Apply rules to trigger different actions depending on responses

Get started

1. Go to Automations → Workflows

2. Click + New Workflow and ‘Choose from template’

3. Select the ‘Collect contact details from leads’ template

   • The ‘Customer sends their first message’ trigger ensures the Workflow runs as soon as a visitor sends their first message - perfect for capturing details before they leave the site

4. Add data fields to collect – Start by selecting which attributes you want to capture (e.g. email, name, company size)

5. Ask qualification questions – Add questions that help you determine fit

   • Keep it short and relevant - ask for details like company name, size, or goal. Use multiple-choice answers for sensitive info (like revenue ranges) to make it easier for leads to respond

Choose the right qualification data for your business

• Let automation focus on the simple tasks, like collecting each lead’s name, company name and company size. Your teammates should then ask questions that require more in-depth answers, like the goal the lead is hoping to achieve with your product.

• Keep your target customer in mind when selecting the data you’ll ask them for, so you capture the most relevant information for your sales team.

• Only ask your leads for details they’ll be comfortable giving you over chat so you can qualify them more easily. 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.

Automatically assign leads with specific answers to specific teams

Add Branches to use conditional branches to check lead data (e.g. company size) and route conversations accordingly.

For example:

• If Company size is greater than 50, assign to Sales Enterprise

• If Company size is less than 51, assign to Sales (SMB)

FAQ