Collect Contact

Collect Contact is a built-in platform tool that saves a person's details to your Contacts book during a conversation. In chat, the visitor sees an inline form. In voice, the agent asks for the same fields conversationally.

Use it when you want leads or support requests captured without building a custom webhook tool.

When to use it

Scenario	Why Collect Contact
Widget or web chat lead capture	Inline form in the chat thread
Voice support or sales	Agent gathers fields by speech, confirms email/phone
Agent Console testing	Verify chat form and voice capture before going live
Post-save automation	Optional HTTPS forward after the Contact is saved

Create and configure

Open Build → Tools and create a Collect Contact tool (under Built-in / assistant category).

Choose chat, voice, or both via Supported modalities.

Enable predefined fields (name, email, phone, company, address, notes). Mark each required or optional. Add up to 8 custom fields if needed.

At least one of email or phone must stay enabled — the tool rejects configs with neither.

Write trigger instructions (when the agent should offer collection) and success / dismiss copy shown after submit or cancel.

Optional: configure Forward after save — HTTPS URL, credential-safe headers, and a field map. Runs only after the Contact upsert succeeds. If the forward fails, the Contact is kept.

Attach the tool on the agent Actions tab.

Chat vs voice

Modality	Visitor experience
Chat	Runtime sends a form schema; widget or Agent Console renders fields inline. Submit upserts the Contact; dismiss lets the conversation continue without inventing values.
Voice	No visual form. The LLM calls the tool with values heard in speech. The agent must read back email and phone and get explicit confirmation before saving.

Test in Agent Console

Ship gate: verify both chat and voice before relying on a widget embed.

Chat form

Open the agent Console and start a chat session.

Ask the agent to collect your details (match your trigger instructions).

Fill the inline form and submit — or dismiss to confirm the agent continues without saving fake data.

Open Operate → Contacts and confirm the new row. Note the Contact UUID.

Open Observe → Logs, open the session, and confirm a contact collected event with a link to that Contact.

Voice capture

Start a voice session in Agent Console (or a voice channel).

Provide name, email, and/or phone when prompted. Confirm when the agent reads them back.

Check Operate → Contacts and Observe → Logs as above.

Where captured Contacts appear

Operate → Contacts — full profile, status, and source history
Observe → Logs — session detail shows the collection event and links to /contacts/{id}
Session customer ID in Observe is set to the Contact UUID when collection succeeds (when not blocked by Zero Data Retention)

Source kinds recorded include collect_form, widget_chat, and agent_console depending on where the visitor submitted.

When the visitor explicitly asks for a phone call, set callback_requested=true on the tool invocation. After a successful upsert, owners/admins receive a Notification Center alert with a deep link to the Contact. Do not set this flag for ordinary form saves.

Zero Data Retention and HIPAA

Zero Data Retention (ZDR): Collect Contact cannot be created, enabled, or attached while ZDR is active. The dashboard explains the block. Runtime refuses the tool if invoked. No Contact write and no contact-linked Observe event with PII.

HIPAA mode: Collect Contact remains available. Upserts follow the same audited Contact path as manual creates (see Contacts).

Contacts — org contact book, statuses, CSV import
Notification Center — callback alerts after explicit request
Tools overview — HTTP, MCP, and other built-in tools
Tools & MCP (Actions) — attach tools to agents
Logs — session history and contact collection events

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