With our Inbox and Messages products, you can communicate with logged out visitors and leads on your website and convert them to signed up users. Here’s how it works: 

What is a visitor?

Any unknown visitor to your site who’s not logged in and has no conversation history with you. Check out our guide for talking to visitors.

When does a visitor become a lead?

As soon as a visitor starts a conversation with you, or replies to a visitor auto message, they become a lead. You can follow up with leads via email if they share their email address with you.

Notes:

Why do I have duplicate leads?

If a lead emails your app with the email address of an existing verified lead, we'll only associate the conversation with a verified lead. If there's no verified lead with that email address, we'll create a new lead instead.

A lead becomes verified when:

  • They originate from an inbound email.
  • Or they were uploaded from a CSV.

Note: A lead won't be verified if they got in touch via the Messenger or their email address is edited by an admin in the UI.

When does a lead become a user?

A lead becomes a user when they sign up to your product, or log into an existing account. All of the information and conversations you've had with them remain in their user profile. 

How do I get a visitor’s email address?

When a visitor or lead starts a conversation, they’re automatically prompted to enter their email address in case they leave before they get an answer. If they don't leave their email, they’ll need to come back to your website to receive your answer.

Important: 

  • If a visitor or lead leaves their email address, you can edit it at any time. 
  • If a visitor or lead doesn’t leave their email address they’ll have to come back to your website to receive your answer. 
  • If you get your visitor or lead's email address while chatting, you can manually add it to their profile

Can I track events and custom data for leads?

Yes. However, events and custom data are only recorded when a visitor initiates a conversation and becomes a lead.

Can I track sessions for visits/page views for leads?

We don't track sessions, because many onboarding messaging workflows are based on the number of sessions a user has with your product. You can, however, track page views using event metadata

Note: It’s not currently possible to filter leads based on specific event metadata. 

Can I add leads to companies?

Yes, it is possible to add leads to a company by sending company custom data for a lead.

Can I import leads via a CSV?

Yes. Here’s how.

Can I delete leads? 

Yes, every now and then you may want to clean the list of people you're tracking - especially leads you haven't interacted with in a long time. Here’s how. 

Are leads supported in Intercom's APIs?

Yes. There is basic support for things like creating leads, converting leads into users, and updating leads. You can also contact users using the conversations endpoint in the REST API.

Do Intercom's integrations support leads?

Yes, you can easily manage your leads workflow with our two-way Salesforce integration.  Zapier also provides limited support for leads.

How do I clear a user’s session with the Intercom shutdown method? 

If you use  Inbox combined with another product (like Messages), any user who shares a computer and browser will be able to see the most recently logged in user’s conversation history until the cookie expires. You should call the Intercom shutdown method to clear your users’ conversations anytime they logout of your application. 

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