Lead capture is not always visible from the first message. Assistant settings control timing — for example after certain intents, when the visitor asks for a human or when the agent cannot answer.
If you changed settings recently, Preview agent is the fastest proof before you blame the live widget.
Enable and test
- Open the website and go to Assistant (or Agent) settings
- Turn lead capture on and review when the form should display
- Save settings
- Open Preview agent and walk through a chat that should trigger capture
- If Preview shows the form, hard-refresh the live site and test the same path
Why visitors never see a form
- Capture disabled or saved on a draft assistant profile
- Visitor never hit the trigger — try asking for a quote or human help per your rules
- Plan does not include lead tools — check Pricing and Billing
- Browser extensions blocking embedded forms — test in private mode