How it works
When a visitor completes a form in your bot flow, ChatKit automatically:
- Enriches the contact — answers map to the Chatwoot contact: email, phone, name, plus custom attributes (
bot_<field>) so you can segment and search. - Tags the conversation by intent — the label comes from the last menu-path segment (e.g. Support, Refund, Reservation).
- Alerts your team — a private note is posted into the conversation with the answers; if a Mention team is set, that team gets a Chatwoot notification.
Configure it
Open the inbox → Settings → Leads & Alerts:
| Setting | What it does |
|---|---|
| Enrich contact on form submit | Maps answers onto the Chatwoot contact (on by default) |
| Tag conversations by intent | Adds the menu-path label to the conversation (on by default) |
| Handoff context for agents | Private note with intent + answers when handing off (on by default) |
| Notify agents on new leads | Posts the 🔔 alert note on form submit (on by default) |
| Mention team | Exact Chatwoot team name to mention in the alert — members get notified |
| Alert message | Custom text for the alert note |
Team mentions need notifications enabled
For agents to actually receive the mention, they must enable push notifications in their Chatwoot profile. See the article Get notified about new leads — turn on push notifications.