From the Inbox, select the Lead name or email address to open its detailed record.
The individual Lead view combines contact information with Conversation context so an operator can understand what happened before taking follow-up action.
The Lead detail panel can display:
A dash or empty value indicates that the corresponding information was not captured for that Lead.
When a Lead is linked to a Conversation, the Lead page displays the Conversation and its message history. This allows a workspace user to see the visitor's questions and the responses that occurred before or during Lead capture.
Review the Conversation before follow-up whenever its context may affect the appropriate response.
The Lead page can also show whether the associated Conversation is currently being handled by a human operator.
Possible states include:
When permitted and unclaimed, the page provides a Take over action. When the current user owns the Conversation, it provides Hand back to bot.
The Lead page displays the associated Conversation messages in chronological order. Use them to understand the visitor's needs, what information the AI provided, and whether human follow-up is already underway.
When routing information is available, the Lead record can display a Delivered to section. Supported indicators can include:
These indicators describe where the captured Lead was routed. They do not by themselves prove that a person has completed follow-up.
The Lead is the captured contact record. The Conversation is the visitor's chat session. Updating the Lead status does not rewrite the Conversation history, and reviewing a Conversation does not automatically change the Lead's pipeline status.
Confirm the contact information, current status, Conversation context, and any active human claim before proceeding. This reduces duplicate follow-up and helps avoid interfering with another operator who is already handling the visitor.