Docs/Leads, Tickets & Automation

Leads, Tickets, SLA, and Workflow Automation

The support desk does more than answer chats. It can capture leads, detect sales intent, convert conversations into tickets, enforce SLA policy, and automate follow-up actions through a rule-driven workflow engine.

1) Lead Capture

Leads can be created from three entry points: pre-chat forms, post-chat capture, and manual save-from-conversation actions in the inbox. The system keeps one primary lead per conversation and stores lifecycle history in lead events.

Capture stage	Typical use
pre_chat	Collect name and email before the first visitor message.
post_chat	Ask for contact details after resolution, CSAT, or offline submission.
manual	Agent saves a conversation as a lead from the inbox.

Required lead fields are usually name and email when capture is enabled, while phone, company, website, job title, and inquiry message remain optional builder-level fields.

2) Lead Lifecycle and Pipeline

Lead records support both a strict lifecycle status and a looser pipeline stage. That allows buyers to keep a CRM-ready pipeline without needing a separate CRM.

Field	Example values
Status	new, contacted, qualified, converted, lost
Pipeline stage	captured, qualified, proposal, onboarding, or workspace-specific values
Score	Numeric value used by automation and sales triage
Follow-up	Due date plus follow-up status such as scheduled, sent, or completed
Intent/topic	sales vs support intent and labels such as pricing or feature inquiry

3) Sales Intent, Tagging, and Verification

Lead classification uses keyword heuristics plus manual override. The system seeds and reuses the shared chat tag taxonomy with values such as support, refund, pricing, sales lead, feature inquiry, and complaint.

Sales-intent signals

Pricing or quote requests
Demo, enterprise, or buy-now language
Agent manual override in the lead panel

Verification support

Envato purchase verification
WooCommerce order verification
Stored verification history per lead

4) Ticket Conversion and Reopen Flow

Any conversation can be converted into a support ticket. Ticket records keep their own lifecycle, owner, due date, priority, and event history while staying linked back to the originating chat and lead.

Tickets receive a generated number after creation.
Updates and reopen actions are logged on both ticket and conversation timelines.
Converted tickets are included in webhook and API payloads.
Lead records can automatically attach the resulting ticket reference.

5) SLA and Workflow Automation

The product includes both SLA controls and a workflow builder. Use SLA settings to track due windows and breach states. Use workflows when you need conditional actions triggered by conversation, lead, or ticket events.

Workflow trigger	Typical action
conversation_created	Assign department, add tags, push a webhook event.
lead_created / lead_updated	Set owner, stage, score, or follow-up deadline.
lead_qualified / lead_converted	Escalate to sales flow or notify external systems.
ticket_created / ticket_updated / ticket_reopened	Adjust priority, assign staff, or notify downstream tools.

Supported workflow actions

Set department
Assign user
Set priority
Add tags
Update lead status
Set pipeline stage
Increment lead score
Schedule follow-up
Send follow-up email
Dispatch a custom webhook event

6) Recommended Operating Model

A practical launch pattern is: pre-chat lead form for sales widgets, post-chat lead capture for support widgets, one automation rule for high-intent pricing requests, and ticket conversion only when a conversation needs tracked follow-up.

Keep lead ownership aligned with department routing.
Use lead score and follow-up due dates instead of creating duplicate lead rows.
Only convert chats to tickets when they need after-chat accountability.
Document buyer-specific workflow rules so support teams understand why actions fire.