Leads & Tickets

The captured records inbox for one agent. Browse every lead and ticket the agent filed, filter by type / channel / status / assignee, drill into a record to read its description and notes, export to CSV, and create new records by hand.

Leads & Tickets lives at /agents/{agentId}/leads-tickets. Three sub-tabs (collapsed by default behind a chevron toggle): Inbox / Archived / Deleted. Every record originates from a conversation and links back to it via the View Linked Conversation button on the row.

Type tabs

A two-tab toggle at the top of the list: Leads vs Tickets (the default shows both). Selecting one tab flips the type filter chip and recomputes counts. Each tab carries a count chip.

Filter bar

A row above the records grid with these controls:

Control	Options
Type filter	Leads only, Tickets only, Both (default)
Status filter	Open, New, Closed, Cancelled (the four supported values)
Channel filter	Web, WhatsApp, Messenger, Instagram, X, Telegram, Voice
Search box	Placeholder Search records…. Matches name, description, custom field labels and values.
+ New Record button	Admin only. Opens the Create Record dialog (described below).

Active filters show as pill chips after the controls. Each pill has an X to remove.

Records grid

Below the filter bar, a grid of record cards.

Record card

Each card shows:

• Checkbox on the corner (for bulk select)
• Type chip (Lead / Ticket) at the top, plus a Channel icon and Status chip
• Created timestamp in dd-mm-yy HH:MM format
• Record ID in monospace, e.g. WIT-LED-A4B2X or WIT-TKT-3C9F
• Fields grid: built-in fields (Name, Phone, Email, Company) shown only when populated, plus any custom fields the agent collected, each with its icon
• Description block: the agent’s summary of what the customer wanted
• Assignee row at the bottom: avatar + name (or Unassigned)
• Footer with four icon-button actions:

Footer button	What it does
Details	Opens the record detail sheet
View Conversation	Deep-links to the originating conversation in Chat Conversations
Mark	Dropdown to change status (Open / New / Closed / Cancelled)
Assign	Dropdown to pick a teammate

The card has overflow-hidden so the footer hover backgrounds don’t bleed past the rounded corners.

Bulk toolbar

Appears when one or more records are selected. Replaces the regular toolbar with these icon buttons:

Action	Behavior
Mark	Bulk status change via dropdown
Assign	Opens the Bulk Assign dialog
Archive	Confirmation: Archive records? Records move to Archived.
Delete	Red confirmation: Delete records? Records move to Deleted.

A select-all checkbox on the start of the bar covers everything in the current filter.

Detail sheet

Click Details on any card to open a slide-in sheet from the end edge (flips for RTL).

Contact card

Shows Name, Phone, Email, Company. The email value is a clickable mailto link, validated for format before rendering, and URL-encoded for safety.

Custom fields card

Titled Additional information. Lists every custom field on the record with its icon, label, and value. Hidden when the record has no custom fields.

Linked conversation button

A button that reads View Linked Conversation. Click to deep-link into the originating conversation, with the conversation pre-selected in the inbox.

Description

The full description block, multi-line.

Status pills row

A row of four pills (Open, New, Closed, Cancelled). The active pill is filled with the status color. Click another to change.

Assignment block

• Agent combobox to pick a teammate
• Role badge next to the agent (Admin, Member, etc.)
• An optional note that gets attached to the assignment

Notes textarea

A free-form notes field that gets saved to the record. Useful for follow-up reminders or context that didn’t fit in the conversation.

Footer actions

• Archive , moves record to Archived (with confirm)
• Delete , red, moves to Deleted (with confirm)

CSV export

Two export buttons in the toolbar:

Button	What it does
Page CSV	Exports just the records visible on the current page.
All CSV	Exports every record matching the current filter window.

The CSV file is UTF-8 with a Byte Order Mark and CRLF line endings, so Arabic and other scripts render correctly when opened in Excel. Custom fields appear as dynamic columns in the export. Cells starting with =, +, -, @, tab, or carriage return are prefixed with a single quote so spreadsheet apps can’t execute them as formulas.

The download filename is sanitized from the agent ID with a max of 64 characters.

Create Record dialog

Click + New Record to open the dialog (admin only). Fields:

• Type: Lead or Ticket radio
• Status: defaults to New
• Channel: dropdown of all channels
• Name, Phone, Email, Company (built-in fields)
• Custom fields: every custom field defined in the wizard step
• Description: free-form textarea

Buttons: Cancel and Create record. The record gets a freshly minted ID prefixed with WIT-LED- for leads or WIT-TKT- for tickets.

Sub-tabs

Sub-tab	What’s in it
Inbox	Active records
Archived	Records you’ve archived. Still searchable.
Deleted	Soft-deleted records. Recoverable for 30 days.

The + New Record button is hidden in Archived and Deleted views (you can’t create new records in a recycling bin).

Deep linking

The page accepts two query parameters:

• ?tab=leads or ?tab=tickets , seeds the type filter on first render.
• ?id={recordId} , opens the detail sheet for that record on first render.

Both are validated against a safe character set before being applied (no special characters, max 64 chars).

Empty states

• No records match these filters , the hint Try changing the filter or search.
• No records yet , when the agent hasn’t filed anything in the date range. The hint suggests connecting at least one channel and turning on data collection in Tickets & Leads.

Common questions

A record has Email blank, but the agent definitely asked for it.

The customer either declined to share, or the agent wasn’t able to extract a valid email from the conversation. Check the linked conversation, the agent may have flagged the missing field in the description.

My CSV export shows the email column with a leading apostrophe.

That’s the formula-injection defense kicking in for cells that start with characters spreadsheet apps treat as formulas. Strip the apostrophe in the spreadsheet, or use the value as-is for downstream processing.

Can I edit a captured record?

You can change its status, assignee, and notes via the detail sheet. Built-in field values (Name, Phone, Email, Company) and custom field values are read-only , they’re snapshots from the conversation.

The View Linked Conversation button does nothing.

The conversation may have been deleted (soft-deleted conversations stay 30 days, after that they’re purged and the link target disappears). Check the Deleted sub-tab in Chat Conversations before assuming it’s gone for good.

How do I bulk-export only my own leads?

Apply the Assignee filter (in the filter bar) to your own name, then click All CSV. The export respects all active filters.

Next

Chat Conversations

Where most records originate.

Tickets & Leads (wizard)

Configure what fields the agent collects.