The Process of Lead Capturing Form

Community Discussion User Experience
1

Hi,

I am new to Tawk and I don’t fully understand the process behind the Lead Capturing Form.

Yes, it is helpful—I can insert a form directly into the chat via a shortcut.

However, after that it becomes confusing. In my understanding, a form is used to collect data and then take action with it afterwards, such as calling the customer to make a sale.

Wouldn’t it be better if the submitted form also appeared in the inbox, maybe under a separate category?

Also, why can I only export the leads? I thought Tawk functioned as a CRM, so shouldn’t I be able to convert them into tickets?

Thank you for your help :slight_smile:

Best regards,
Dominik

2

Hi @ImmoDo ,

Thanks for reaching out and for sharing your thoughts with us—we truly appreciate your feedback.

To clarify, lead capture forms inserted via shortcuts are shown in the Reporting section, while offline messages appear in the Inbox section.

Here’s a helpful article that walks you through the lead capture form and how it works:

We’re always working on making our system more intuitive, so your input means a lot.

3

Hi @JethroPaul,

thanks for your input, I really appreciate that. I’ve read the document you shared before.

What I don’t understand is why the leads don’t also appear in the Inbox. That way, we could actually work with them — create a ticket, add notes, and properly manage the lead.

Right now, they only show up in Reporting, and I can just export them as CSV, but I can’t really make use of them inside Tawk.

Best regards,

Dominik

4

Thanks so much for sharing your thoughts — we really appreciate your feedback. At the moment, that’s how the lead capture feature works. Unlike tickets, chats, or offline messages, leads aren’t populated in the Inbox section. Instead, they are stored under Reporting, where you can export them as a CSV file.