Create contacts from Conversations

Conversations is available on all plans levels and can be purchased as an add-on to your account.

Contacts can be created from Conversations in three different ways: they can submit the Capture Form during a chat, they can send an inbound email to your unified inbox, or you can pass their email address into the Conversations javascript.

Creating contacts from chat

You can use the Capture Form to collect information from visitors when they initiate a chat with you. This Form will appear in the chat widget and will allow you to collect the following information: 

  • Email address (required)
  • Phone number (optional)
  • Organization (optional)
  • Full name (optional)

Once the email address and other pieces of information are collected, a contact profile will be created for the visitor in your ActiveCampaign account. All interactions will be stored in the Conversations unified inbox and on contact profile pages under the Conversations tab. 

While visitors will need to submit their email address in order to be added to your ActiveCampaign account as a contact, they are not required to complete any additional fields that you supply in the form (phone number, organization, full name).

The Capture Form may have been enabled when you set up Conversations on your account. If this step was skipped during the initial setup, you can always go back to your Conversations Settings and turn it on.

  1. Click “Settings” in the left menu, then click “Conversations.”
  2. Click the “Messages” tab.
  3. Set the toggle for the Capture Form to “On.”

The Capture Form will appear after the auto-reply message (if using) in a chat conversation.

You’ll see a preview of how the Capture Form will look in the chat widget:

Once a contact submits their email address through a chat, you can add them to an automation using the “Submits Form” trigger. Note that if the email address already exists in your account, a duplicate contact record will not be created.

You can use prebuilt automations specifically for contacts created from Conversations. These can be accessed in the automation recipe modal that appears when you click "New Automation." You can use these recipes to:

  • Send a follow-up message
  • Create a deal
  • Add to a custom Facebook Audience
  • Add a tag to all contacts or to new contacts
  • Add a local tag based on geographic location
  • And more

Creating contacts from inbound emails

An inbound email is a single unique email address that will route emails into your Conversations inbox. With this email address, you can forward emails from your personal email client and collect replies to campaigns and automation emails.

When you receive an inbound email from an unknown email address, we’ll create a contact profile record for them in your account. The conversation will appear in both the unified inbox and on the contact record under the “Conversations” tab.

Note that there is no automation trigger for contacts created from a Conversations email.

Passing a visitor's email address into Conversations javascript

If you have identified the visitor when they start a conversation with you, you can insert their email address into the Conversations Javascript code that you get from the Settings > Tracking page in your ActiveCampaign account.

For example, if the visitor is logged into a page on your site, you may be able to identify them after they log in. Once their email address is passed to the code, any message they send will be associated with the contact matching that email address. 

Learn how to pass a visitor's email address into the javascript code.

Can I email contacts created from the Capture form?

While contact records are created when visitors submit the Capture Form, they are not considered opted-in contacts and are not added to any email marketing lists. This is because they have not explicitly provided their consent to receive marketing communications from you.

If you wish to invite the contact to subscribe to your list, you can supply a link to your online subscription form to them via chat or add them to an automation that sends a follow-up email and includes a link to your subscription form. Note that this follow up should be treated as a transactional email and should only relate to the discussion you had with your contact.

What happens to visitors who leave before they submit an email address?

The chat widget code you place on your site also places a tracking cookie on site visitors. If they initiate a chat and leave without submitting their email address, that conversation is still captured and stored in your Conversations unified inbox. If the visitor comes back within 30 days and does not clear their cookies, we’ll associate that visitor with their previous chat. If they submit their email address, a contact profile page will be created for them and their interactions will be listed on their record.

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