Stand-in skills
Lead capture
An AI Stand-in can ask a willing visitor for their name, email address, or phone number and save those details with the conversation. Reps see captured contacts during the live chat and later in History.
- Availability
- All plans
- Configured in
- Automatic in an AI conversation; captured details appear in Dashboard → Chats and History
- Category
- Stand-in skills
- Reference status
- Current
How contact details enter a conversation
The Stand-in can request contact details when they are relevant to the visitor’s stated need, such as arranging follow-up. The visitor remains in the normal chat and supplies the information in their own messages rather than being redirected to a separate account form.
Stand records supported name, email, and phone values as structured visitor contact data for the session. The transcript still preserves what the visitor actually wrote.
Captured fields and visibility
| Field | Where it is used |
|---|---|
| Name | Labels the visitor for authenticated reps and becomes the preferred visible name over a page-supplied identification name. |
| Supports human follow-up and remains available with the conversation in live Chats and History. | |
| Phone | Provides an alternative contact route and remains with the conversation record. |
| Timezone | Can accompany the contact context used in follow-up handling when available from the visitor session. |
When captured details take effect
- Newly captured fields update the active session so a monitoring or assigned rep can see them without waiting for the chat to close.
- When the conversation ends, the current contact record is retained with History under the organization’s retention setting.
- A visitor-supplied name takes precedence over the optional name supplied by Page-known visitor identification.
- Contact data belongs to that conversation; Stand does not turn it into a verified cross-site customer account.
Availability and boundaries
- Lead capture is available to AI Stand-ins on every plan.
- The visitor must choose to provide the requested information; Stand cannot discover a private email or phone number from an anonymous chat.
- Human follow-up must be enabled or otherwise operational when the Stand-in is promising that a person will contact the visitor.
- Retention and deletion settings determine how long the completed conversation and its contact data remain available.
- Do not use chat to request passwords, payment-card details, health records, or other sensitive secrets.