Leads: Capture, Score, and Export From Conversations

Overview

The Leads section in your portal lists every conversation where the AI captured at least one piece of contact info (email or phone), plus any conversation that a flow has explicitly marked as a hot lead. Conversations that never share contact info are still in your inbox under Team Inbox; they just do not show up here.

Lead capture runs in the background as the conversation happens. You do not configure rules, train an extractor, or push a button. If a customer types “you can reach me at sam@something.com” or “my number’s 702-555-0199”, ChatGenius pulls those out, saves them on the conversation, scores the lead, and they appear in this dashboard within seconds.

Lead capture is included on every plan. The dashboard is available on every plan. The downstream extras (SMS notifications, Klaviyo sync) are tier‑gated and called out where they appear.

What Gets Captured

The fields ChatGenius watches for, in roughly the order it has highest confidence:

Email address. Standard validation, plus a deny list for obvious non‑leads (anything matching test@, admin@, info@, noreply@, or domains like example.com is rejected so your dashboard stays clean).
Phone number. US and international formats, with or without country codes. Numbers like 0000000000 or 1234567890 are filtered out. US numbers are normalized to +1 format so duplicates collapse.
Name. Picked up from explicit introductions (“my name is...”, “I’m Sam”, “call me Sam”), sign‑offs (“thanks, Sam”), or context patterns like “Sam, 555‑1234”. Validation rejects common false positives like “An Accord”, “Need Help”, or anything that reads like a verb. When the platform already exposes a name (most do on Facebook and Instagram), that takes precedence.
Street address. Matched against standard street patterns (number plus street name plus a type like Street, Avenue, Road, Boulevard, etc.). Used when address is configured as a required field in Appointment Booking.
Vehicle (make, model, year, color). Pulled with GPT‑5 nano because vehicle phrasings are messier than addresses or emails. The AI also handles cases where the customer says only the model in a later message after mentioning the make earlier (“the Escalade” combines with an earlier “Cadillac”).
Location (city, two‑letter state code). Also AI‑extracted, with city‑to‑state inference for well‑known US cities (Vegas resolves to NV, Dallas to TX, and so on).

When the conversation runs on Facebook or Instagram and Meta’s own NLP layer flags a phone or email in the message, that signal is used first; the regex extractors are the fallback. This makes capture more reliable on platforms that already do entity detection.

How Capture Works

A customer sends a message on any connected channel (Instagram, Facebook, WhatsApp, Telegram, SMS).
Before responding, ChatGenius scans the message for the fields above. Captured values are written to the conversation record, and a captured at timestamp is stored the first time an email or phone is found.
The AI scores the conversation as a lead (see Lead Score & Temperature) and updates the score and temperature on the conversation.
If you have SMS lead notifications turned on, a text fires to your phone with the basics so you can react in real time.
If Klaviyo is connected, the lead is pushed to Klaviyo as a profile.
The conversation now shows up in the Leads dashboard.

ℹ️

Capture is per‑message, not per‑conversation. If a customer drops their phone number in the third message, that’s when the conversation becomes a lead, not when the conversation started. The Captured column in the dashboard shows the moment the first piece of contact info landed.

Lead Score & Temperature

Every lead gets a score from 0 to 100 and a temperature of Hot, Warm, or Cold. The cut‑offs:

Hot: 70 or higher.
Warm: 40 to 69.
Cold: under 40.

The score reflects how worth‑your‑time a lead is right now, not just whether contact info was captured. The signals that move it:

Signal	Effect
Contact info captured (email or phone)	+70 (baseline for any lead)
Both email and phone captured	+15
Urgency words detected in any message (“ASAP”, “today”, “urgent”)	+25
Came in from a comment trigger (typed a keyword on your post)	+15
Mostly positive sentiment across the conversation	+15
Mostly negative sentiment	-10
Three or more user messages (engaged)	+15
Two or fewer messages and no contact info or trigger	-10
Active in the last 24 hours	+10
Inactive 3 to 7 days	-5 per day past day 2
Inactive more than 7 days	Heavier decay (-10 per day past day 7)

The score is clamped to 0 to 100, so a lead can never go negative. The temperature label updates with the score every time a message comes in, so a lead that went cold can warm up the moment the person messages you back.

💡

Old leads decay automatically. A hot lead from two weeks ago that has gone quiet will gradually drop into Warm and then Cold without you doing anything. Filter the dashboard by Hot to see only what’s actually live right now.

Marking a Lead Hot from a Flow

The automatic scoring is good, but sometimes you know better than the algorithm: a particular path through your Visual Flow Builder is, by definition, only taken by serious buyers. In that case the flow can force a lead to Hot regardless of how few messages were exchanged.

When a flow marks a contact as a hot lead, the conversation jumps to score 100 and temperature Hot immediately. It bypasses the normal signals and shows up in the dashboard right away, even if no email or phone was captured yet.

Use this for high‑intent flow paths like “Yes, I want a quote”, “Book a sales call”, or any branch that only people ready to buy are going to take.

The Leads Dashboard

The Leads section of your portal opens straight to a sortable list of captured leads, sorted by score (highest first) so the most live opportunities are at the top.

Metric cards

Eight cards across the top give you the shape of your pipeline at a glance:

Hot Leads count.
Email Addresses captured (total).
Phone Numbers captured (total).
Complete Profiles: leads with both email and phone.
Per‑platform counts: Facebook, Instagram, Telegram, SMS (and WhatsApp if your plan includes it).

Filters

Search: free‑text against name, email, or phone.
Platform: All, Facebook, Instagram, SMS, Telegram, WhatsApp.
Date: All Time, Today, Yesterday, Last 7 Days, Last 30 Days. Based on when the lead was first captured.
Temperature: All, Hot, Warm, Cold.

The table

Each row is one captured lead with these columns:

Temperature badge (Hot, Warm, or Cold with the matching icon).
Score: a 0 to 100 number with a bar showing the value visually.
Platform: which channel the conversation is on.
Name: from the platform profile or a name the AI extracted.
Email: click to copy.
Phone: click to copy.
Captured: the date the first piece of contact info was extracted.
Messages: total messages in the conversation.
Actions: a View button that opens the conversation in your Team Inbox, with the full transcript so you can see how the lead came in and continue the thread.

Pagination shows 25 leads per page; the dashboard handles tens of thousands of leads without paginating its own filters.

Export CSV

The Export CSV button at the top right downloads everything matching your current filters as a CSV: temperature, score, platform, name, email, phone, captured date, message count, and a short preview of the latest user message. Useful for piping leads into a spreadsheet, a CRM you don’t have a direct integration for, or an outreach tool.

Notifications & Integrations

SMS notifications when a lead lands Professional+

You can have ChatGenius text you the moment a lead is captured: customer name, platform, and the email or phone that was just shared. Configure recipients and quiet hours in SMS Notifications in your portal; the trigger to enable is Lead Capture. Available on Professional and Business once SMS has been turned on for your account (see Plans & Limits for how SMS access works).

Klaviyo sync Creator+

If you have Klaviyo connected, every newly captured lead syncs to Klaviyo as a profile, with the captured email, phone, name, and platform attached. That means new ChatGenius leads automatically flow into your existing Klaviyo flows (welcome series, abandoned‑cart, etc.) without any extra setup.

Comment‑trigger and flow signal

Leads that arrived through a comment trigger or were marked hot by a flow are scored a little higher automatically, so high‑intent paths bubble to the top of the dashboard without you doing anything extra.

Keeping the Dashboard Clean

Lead capture is conservative on purpose. A few things ChatGenius will not do:

Capture emails that look fake or generic: test@anything, admin@anything, info@anything, noreply@anything, or any email at example.com, test.com, email.com, or domain.com.
Capture phone numbers that are obviously not real: all the same digit (5555555555), straight sequences (1234567890), or numbers outside the 10 to 15 digit range.
Capture “names” that are actually phrases: “An Accord”, “Need Help”, “Yes Please”, “The Car”, “Gonna Sue”, etc. Single‑word standalone names in low‑confidence positions are also rejected unless context makes it clear it’s a name.

The validation lives in the extractor, so the noise gets filtered before anything is written to your dashboard. You should not need to manually clean up bad leads.

FAQ

Why isn’t this conversation showing up in Leads?

The conversation has not had an email or phone captured yet, and a flow has not marked it as hot. As soon as either happens, it appears here. You can always see every conversation regardless of lead status in your Team Inbox.

Why is this lead Cold? They just messaged me.

Cold usually means a conversation that did not pick up enough positive signals: maybe contact info but no urgency, no comment trigger, low engagement, and no recent activity. If the customer messages again, it warms back up.

Can I add a lead manually?

Not directly from the Leads dashboard. Leads come from conversations, so the way to create one is to start a thread (or import one) where the contact info gets captured. If you need a contact who has never messaged you, an export from your existing CRM is usually the better path.

Can I edit a lead’s email or phone?

The fields are extracted from the conversation, so corrections happen on the conversation itself. If the customer typed a typo in their email, ask them to resend; the next valid value overwrites the previous one.

What happens to the lead if I delete the conversation?

The lead row disappears with it. Leads are not a separate table; the dashboard is a view of conversations that have captured contact info.

Do leads expire?

They do not get deleted, but the score decays over time so old, quiet conversations fall into Warm and then Cold. They stay in the dashboard so you can always go back to them; they just stop occupying space at the top.

Can I push leads to my CRM automatically?

If your CRM is Klaviyo, yes (Creator and up). For other CRMs, the Webhook & API add‑on ($29/month, Creator and up) lets you receive lead‑capture events on your own server and write them anywhere you want.

How accurate is the scoring?

It is heuristic, not magic. It is right most of the time but it is using signals from the conversation, so an unusual case (say, a serious buyer who only sends a one‑line “email’s sam@x.com”) might score Warm rather than Hot. The temperature is a hint to prioritize, not a verdict.

Next Steps

Team Inbox for the conversation view a lead row sends you into when you click View.
Comment Triggers for converting public engagement on your posts into captured leads.
Visual Flow Builder for forcing high‑intent paths to land as hot leads.
Webhook & API if you want to pipe lead events into your own systems.