Follow-up requests
Your twin can invite visitors to leave contact details so you can reply personally. A new twin asks after a couple of messages, for an email only — and turning it off is one tap in Voice & rules.
If your twin already existed, nothing changed underneath you: a twin that was already live keeps whatever it had, and we ask you once, in your dashboard, rather than deciding for you.
Configure it in Voice & rules → Follow-up requests.
When it asks
- Never — your twin only ever chats.
- After a few messages — once a conversation is genuinely going.
- When it can't answer — the moment someone most wants a human, and the highest-intent moment in any conversation.
- Both — whichever comes first.
What it asks for
Name, email, and/or phone. At least one way to actually reach the person is always kept, and the card only ever collects the fields you chose — nothing else is stored, even if a request tries.
It's never a gate
The card is dismissible, and the conversation carries on either way. Visitors are told plainly that the details are only used to reply. A twin that holds answers hostage for an email address isn't the product we're building.
Twins that were already live
If your twin was live before this changed, nothing was switched on underneath it. Starting to ask a live twin's visitors for an email because we changed a default is your decision to make, not ours — so we ask you once, on your dashboard, and whatever you answer is what happens. "Keep it off" is a real answer, and the question doesn't come back.
Draft twins that had never held a conversation were switched on, because nobody could have been asked anything yet — and you see what will happen on the publish screen before anyone can be.
Where they land
The People tab: who asked, what they were asking about at the time, and when. Export the list as CSV, or delete anyone from it — it's your list.
Each row also opens the exchange it came from, so you can read what they actually asked before you reply — see Where a lead came from.
Saying where someone stands
Every row carries a status you set: New, Replied, Booked, Won, or Closed. Filter the list by any of them, and the count beside each filter tells you how many are there.
These are your marks, not hiy's findings. hiy can see that someone clicked your booking link; it cannot see whether the call happened, and it will never promote someone to Booked because they clicked something. Same rule as everywhere else here: it reports what it observed, and you say what it meant.
Two details worth knowing:
- Moving a status never counts as the person coming back. If someone fills in your form a second time the row says asked again — and marking them Replied doesn't overwrite that.
- On a support twin the words change, because the vocabulary has to stay true in an inbox: New reads as Waiting, and Booked and Won aren't offered at all. A handled question isn't a sale.