Question 1

Does every conversation create a customer?

Accepted Answer

No. A visitor who chats anonymously and leaves never appears here. A record is created only when a lead form is completed or a Call action collects their details.

Question 2

Why did Total customers not change when I changed the date filter?

Accepted Answer

Total customers and Converted are all-time figures. New is the only tile that honours the date window, and with no filter set it shows the last 30 days.

Question 3

Why does the same person appear twice?

Accepted Answer

Records belong to one chatbot, not to the whole workspace. Someone who completes a form on two of your chatbots produces two records. There is no merge action — deduplicate after an export.

Question 4

Can a view-only teammate open Customers?

Accepted Answer

They can read the list and open profiles. Editing, deleting, anonymizing, and exporting all need the manage-customers permission, because taking a full contact list out of the product is deliberately a higher bar.

Question 5

The list is empty but I know the team has contacts.

Accepted Answer

Check the account switcher. A member looking at their own personal workspace sees their own empty list rather than the team's.

Question 6

What is the difference between lead status and lifecycle stage?

Accepted Answer

Lead status is your sales process and is entirely manual. Lifecycle stage is what kind of contact this is, and it starts moving on its own — a record is promoted from visitor to lead as soon as an email or phone arrives.

Question 7

Does changing someone's status email them?

Accepted Answer

No. Agentency never messages your contacts. Status is a label for your team, and it only feeds the Converted and Conversion rate tiles on the list.

Question 8

A visitor submitted a corrected name and the old one is still showing.

Accepted Answer

New submissions fill gaps rather than overwrite, so a value that is already there is protected from being clobbered. Edit the field by hand to correct it.

Question 9

Is it recorded when my team opens a profile?

Accepted Answer

Yes. Viewing a profile and exporting a list both leave an entry on the timeline, so you can always answer who looked at someone's data.

Question 10

Why are their older conversations not attached?

Accepted Answer

Conversations link to a person at the point the form or Call action identifies them. Anything from before that stays anonymous and lives under Conversations instead.

Question 11

Can a field be required and still skippable?

Accepted Answer

No. Turning skipping on makes every field optional, and the interface says so. Choose which matters more: getting the contact, or getting the conversation.

Question 12

Can a visitor bypass a required form?

Accepted Answer

No. The requirement is enforced on Agentency's side, not just in the visitor's browser, so a client that skips the form still cannot get an answer.

Question 13

Does test chat show the same form as my website?

Accepted Answer

Not reliably — test chat is the owner's drawer. Always confirm the visitor experience on the hosted page or your live site, in a private window.

Question 14

Can one chatbot show different fields on different pages?

Accepted Answer

No. There is one form per chatbot. Use a second chatbot if two parts of your site genuinely need different questions.

Question 15

I added a field. Why are existing records still blank?

Accepted Answer

Fields only fill on new submissions. Nothing is applied retrospectively.

Question 16

Where do the contact details my chatbot collects actually end up?

Accepted Answer

On Dashboard → Customers, as one record per contact per chatbot, with the conversation attached to it. Nothing is emailed to you and nothing is sent anywhere else unless you build a Call action that does it.

Question 17

Is the export emailed or queued?

Accepted Answer

Neither. The file streams straight to your browser while you wait. There is no link to share and no scheduled export.

Question 18

Why do some names start with a quote mark?

Accepted Answer

Values that begin with a character a spreadsheet would read as a formula are escaped so they stay plain text. It is a security measure, and it is intentional.

Question 19

Is an export recorded anywhere?

Accepted Answer

Yes. The audit trail records that an export happened and which filters were used — never the contents — and each exported person gets an entry on their own timeline.

Question 20

Rows are missing from my file.

Accepted Answer

A filter was still active, usually a chatbot selection or a date range. Clear every filter, check the on-screen row count, then export again.

Question 21

Someone asked me to erase their data. Does anonymizing them fix the CSV I already downloaded?

Accepted Answer

No. An exported file is a separate copy outside Agentency, and nothing you do in the product touches it. Delete the file as part of handling the request.

Question 22

What is the difference between anonymize and delete?

Accepted Answer

Delete hides the record and can be reverted by support, so it does not satisfy an erasure request. Anonymize permanently removes the personal data — including the conversation text — and cannot be undone.

Question 23

Does anonymizing redact the chat messages too?

Accepted Answer

Yes, and that is the point. People often type personal details into the conversation rather than the form, so their questions are redacted and the answers cleared.

Question 24

Why is the record still in my list afterwards?

Accepted Answer

A blocked shell is left behind on purpose so your historical counts do not silently change. It carries no personal data.

Question 25

How many can I anonymize at once?

Accepted Answer

Up to 200 selected rows per action. The same cap applies to bulk delete. Work through a larger batch in passes.

Question 26

The bulk action reported zero processed.

Accepted Answer

None of the selected rows belonged to the workspace you are currently in. Check the account switcher and retry with rows you can actually see.

Question 27

What happens to my customer records if I close the whole workspace?

Accepted Answer

Deleting the workspace starts a 30-day recovery window. Signing back in inside it cancels everything. After the window the workspace becomes eligible for permanent removal, contacts included, so export anything you need first.

Question 28

Why does anonymous chatting create no record at all?

Accepted Answer

By design. Agentency does not try to identify visitors from their network address or buy enrichment data, so a record exists only when someone actually hands over their details.

Question 29

Should I use a lead form or a Call action?

Accepted Answer

A form asks up front and captures the most contacts, at the cost of some conversations. A Call action asks mid-conversation and captures fewer but far better qualified contacts. Using both is legitimate.

Question 30

Can I tell hosted-page leads apart from widget leads?

Accepted Answer

Not by source — both report the widget source because they share one setting. Look at the landing page recorded in the attribution block on the profile instead.

Question 31

Do campaign tags on my links carry through to leads?

Accepted Answer

Yes, if the parameters are on the page the visitor is looking at when they chat. A redirect that drops them, or a visitor who chats three pages later in a new session, loses them.

Question 32

Will Agentency email me when a new lead arrives?

Accepted Answer

No. There is no lead notification. Set up a Call action that posts to your own system if you need to know immediately.

Customers and leads FAQ