SYNC Bot Logo
SYNC BOT
IntegrationBilling & PlansFlow BuilderLeads & ChatTeam Management

Leads & Live Chat

Manage incoming conversations, connect with visitors in real-time, and view detailed lead intelligence captured by your bot.

Overview#

The Leads Module is a real-time inbox where your team can monitor, accept, and respond to customer inquiries. It combines automated bot interactions with human intervention, ensuring no lead is left behind.

Real-time Chat

Instant bi-directional messaging via WebSockets.

Team Collaboration

Shared inbox visibility ("All Leads") vs. Personal queue ("My Leads").

Visitor Insights

Auto-detected Location, Device, and IP data.

Chat Lifecycle#

A conversation goes through three distinct stages in our system:

BOT
Automated Phase

The user is talking to the Flow Builder. The bot collects data (Name, Email) and answers basic questions.

LIVE
Live Agent Phase

Triggered when a user reaches a "Handoff Node" or requests an agent. Agents receive an alert and can accept the chat.

ENDED
Resolved Phase

The agent closes the session. A transcript is emailed to the admin, and the lead is marked as "Closed".

Agent Workspace#

The Leads Dashboard is designed for speed. Here are the key features available to agents:

  • Typing Indicators: See when a user is typing in real-time.
  • Unread Badges: Chats with new messages bubble to the top of the list.
  • Smart Filtering: Toggle between "My Leads" (assigned to you) and "All Leads" (unassigned/team).
  • Details Panel: Click the menu icon to view the Lead's Email, Phone, Location, and previous Rating.
Auto-Timeout Rule: To keep your database clean, if a user in "Bot Mode" stops responding for more than 10 minutes, the system automatically ends the session.

Configuring Handoff#

To allow users to talk to a human, you must configure your Chat Flow correctly:

  1. Go to Customisation (Flow Builder).
  2. Add a new Node and select "Agent Handoff" type.
  3. Connect this node to a button option (e.g., "Talk to Sales").
  4. Save the flow.

When a user hits this node, the system will broadcast an alert to all online agents. The user will see a message: "Connecting you to a live agent... Estimated wait time is usually within 2 minutes."

Lead Intelligence#

Every time a chat starts, Sync Bot automatically captures technical metadata to help you close deals faster.

Geo-Location

Country, Region, and City detected via IP address.

Device Info

Device Type (Mobile/Desktop), Browser, and OS.