Collecting Visitor Info & Data (Lead Capture)

A chat is only half the value — the other half is knowing who you're talking to. WRRK gives you two ways to learn about a visitor: a simple built-in form your bot can ask, and an advanced way for your website to quietly hand over extra details. This guide covers both, starting with the easy one.

Part 1: The built-in lead-capture form

This is the simplest option. You tell the bot when to ask for contact details and which details to ask for — no coding.

Where to find it

Open the Chatbots page and click your bot.
Click the Actions tab.
Find the Lead capture section.

When to ask ("When to collect")

Pick one of four options:

Off — never ask. The bot just chats.
Optional — the bot asks at a natural moment but won't block the conversation if the visitor skips it.
Required — the bot asks first and won't give full answers until the visitor shares their info. Best when every visitor is a potential lead.
After 1st reply — the bot answers the first question, then asks for details. This is the friendliest — it proves it's helpful before asking for anything.

Which should you pick? If you're gathering sales leads, Required or After 1st reply work well. If you mostly do support, Optional or Off keeps things frictionless.

Which fields to ask for ("Fields to capture")

Tap to turn each field on or off:

Name
Email
Phone
Company
Role
Pain points

By default the bot asks for Name and Email. Only ask for what you'll actually use — every extra question makes a visitor a little more likely to bail.

Custom prompt (optional)

There's a box where you can write exactly how the bot asks, for example: Before we continue, could I grab your name and email? Leave it blank and the bot phrases it naturally on its own.

Part 2: The advanced data-capture engine

This part is for when your website already knows something about the visitor — say they're logged in, or they just added an item to their cart — and you want that info to show up next to the chat automatically. It takes a tiny bit of code, but we'll keep it copy-paste simple.

Once your widget is installed, your site can call two little commands:

window.wrrk.identify({...}) — tells the bot who this person is (name, email, plan, etc.).
window.wrrk.track('event_name', {...}) — tells the bot something they just did (like "clicked_pricing" or "added_to_cart").

Your bot also automatically records the pages a visitor moves through — their page journey — so you can see how they got to the chat.

The copy-paste snippet

Drop this on your website after the widget is installed. Change the values to match your real data:

javascript

// Tell WRRK who this visitor is
window.wrrk.identify({
  name: "Sam Rivera",
  email: "sam@example.com",
  plan: "Pro",
  company: "Acme Inc"
});

// Tell WRRK about something they did
window.wrrk.track("added_to_cart", {
  item: "Blue T-Shirt",
  price: 29
});

In dead-simple terms: identify is like handing your agent a name tag for the visitor. track is like whispering "psst — they just did this." Everything you pass gets attached to the conversation so your team has context the moment they reply.

A couple of ground rules:

Send simple values only — words, numbers, and true/false. Don't try to pass big blobs of data.
You choose which details the bot keeps by adding them to the allow-list in the bot's Data capture settings. Anything not on the list is politely ignored.

Identity verification (a security note)

To stop someone from faking who they are, WRRK supports identity verification using something called HMAC — a secret signature your server adds so the bot knows the info is genuinely from you. If you turn on Require identity verification, only signed identify data is trusted and linked to your CRM. Your developer sets this up once; you don't need to understand the math. If you're just experimenting, you can leave it off.

Where the captured info shows up

Everything you collect — form answers and the data-capture details — lands in two places:

The inbox visitor panel. When your team opens a conversation, the right-hand panel shows the visitor's name, email, company, the custom details you sent, the events they triggered, and the pages they visited before chatting.
The CRM. If you've turned on CRM syncing, the visitor becomes a contact (or prospect) so their details live on beyond the chat.

The payoff: your team never has to ask "who am I talking to and what do they want?" — the answer is already on the screen.