Forms & lead capture

Every submission on your website's contact form creates a lead in your CRM, tagged automatically with the Website medium so you can tell site leads apart from every other channel — filter or group the CRM pipeline by Medium to find them. The lead carries the standard contact details the visitor entered: name, company, email, phone, and their message. You work it from there in CRM like any other lead. This page covers where those leads land, how to route them, and why a custom form field shows up in the lead's notes instead of its own box.

Where website leads go

Website form leads land in your CRM pipeline. Two settings in Website settings decide who gets them:

• Default sales team. Every website lead is assigned to this team.
• Default salesperson. Set one and they own each website lead. Leave it empty and, if the team has no assignment rules, the team leader gets the lead.

Whether a submission arrives as a lead to qualify first, or drops straight into the pipeline as an opportunity, depends on how that sales team is set up. See Capture leads for the lead-versus-opportunity setting.

Route leads to the right team

1. Open Website settings.
2. Set the Sales Team that should receive website submissions.
3. Optionally set a Salesperson to own every website lead. Leave it empty to let the team's own assignment rules, or its leader, take over.
4. Save. New submissions follow the new routing right away.

Why did my form value disappear?

It didn't; it is in the lead's internal notes. A website contact form writes only the standard contact fields to the lead: subject or title, contact name, company name, email, phone, and the message. Any other field you add to the form, including a custom question, is appended as text to the lead's internal notes rather than a field of its own. This is a deliberate boundary: the public form can fill named contact fields and nothing else, which stops a visitor from writing to parts of your database they should never reach. When you need a custom answer, read it in the lead's notes.

Other things a form can do

A form does not have to create a lead. The same form block can instead:

• Create a task in a project.
• Send an email to an address you choose.
• Subscribe the visitor to a mailing list for Email Marketing.

Pick the form's action when you add it to the page.

Test your form as a visitor

• If your site uses a captcha, the form requires it. A misconfigured captcha makes the form fail quietly, with no error the visitor can report.
• Always test the form signed out, in a private window. That is the state a real visitor is in, and it is the only way to catch a captcha or visibility problem before a customer does.

Related

• Work your leads in CRM.
• Capture leads
• Connect CRM to your site, chat & phone
• Pages, menus & publishing
• Website Builder