How can I capture leads from customer support chats on Shopify?

Once you embed the Chatref widget on your Shopify store, every support conversation becomes a lead opportunity. The agent uses response tactics like asking for contact details after answering a question or when the visitor shows purchase intent. You define the rules - for example, trigger the lead-capture prompt when someone asks about delivery times or product availability. The lead data lands in your Chatref inbox, ready for your sales team.

Lead capture alone often collects a name and email. Custom actions take it further. Set up a conversational flow that asks for a phone number, preferred product, or budget range without breaking the chat. Because Chatref builds these actions on top of your existing knowledge base, the agent stays on-brand and grounded in your actual store policies. You might create a custom action for “request quote” or “back-in-stock alert”, capturing high-intent leads that generic chat widgets miss.

Not all inquiries convert equally. Chatref’s insights surface the topics and phrases that precede a lead capture, so you can double down on what works. The insights panel shows you which questions your Shopify customers ask most often and how those questions correlate with lead form submissions. Use these reports to adjust your custom actions, refine the lead-capture timing, or even add new product details to your knowledge base that reduce friction and increase conversions.

How do I turn support chats into leads with Chatref?

Enable lead capture in your agent settings. The AI agent will then ask for a name and email during conversations when it detects a potential interest. Pair it with custom actions if you need more fields. All captured leads appear in your Chatref inbox, and you can export them to your CRM.

What’s the best way to capture customer information from a chat without being pushy?

Use custom actions to build a natural, conversational flow. For example, after the agent answers a Shopify customer’s question about sizing, it can say, “I can send you a size guide by email. What’s your email address?” The prompt feels helpful, not salesy. You can design multiple prompts based on the conversation context.

Can Chatref help convert inquiries into actual sales opportunities?

Yes. With lead capture and custom actions, you qualify leads right in the chat - for example, by asking about purchase intent or timeline. Insights then show you which types of chats lead to the most conversions, so you can optimise your capture strategy and sales follow-up.