Lead Capture Not Triggering 

Your chatbot is not asking for user details during the conversation. 

This usually happens due to trigger settings or field configuration. 

1. Check the trigger setting  #

1. View the agent → edit → Lead Capture 

2. Find: 
   After a user has sent [N] messages  

Fix: 

• Make sure a number is set  

• Try a lower value (e.g., 2–3 messages)  

2. Not enough user messages  #

Important: 
Only user messages are counted. 

Example: 

• User sends 1 message → not triggered  

• Agent replies → not counted  

Fix: 

• Send enough user messages to reach the trigger  

3. Lead fields are not enabled  #

Check 

• Name  

• Email  

• Phone  

• Custom Fields  

If none are enabled → nothing will trigger 

Fix: 

• Enable at least one field  

4. Conversation already started  #

Problem 

• Lead capture doesn’t re-trigger mid-session  

Fix: 

• Restart the chat  

• Or open a new session  

5. Conflict with other flows  #

Example 

• Human handover triggered early  

• Chat restarted  

Fix: 

• Check if other triggers are interrupting the flow  

6. Testing in wrong order  #

Correct test flow: 

1. Open chat  

2. Send messages  

3. Wait for trigger  

4. Then check lead capture  

Quick checklist  #

• Trigger message count set  

• Enough user messages sent  

• Fields enabled  

• Changes saved  

• New chat session used  

Tip  #

Set trigger to 2 messages while testing. 
Once confirmed, adjust it to your preferred value. 

Next, test your agent in Preview by sending a few messages and checking when lead capture starts. 

If you have any questions, concerns, or need further clarification, please contact support@highengage.com for assistance.