Prerequisites

This guide assumes you already have:

• A Help Genie account with at least one active voice genie
• A clear idea of what information you need from callers (name, email, budget, timeline, etc.)

If you haven’t created your first voice genie yet, start with our beginner setup guide first.

---

Every call your voice genie answers is a potential lead. But “potential” only turns into “actual” when your genie collects the right information and gets it to your team. A caller who asks about pricing and hangs up without leaving their name is a missed opportunity. A caller who naturally shares their name, phone number, and budget during a helpful conversation is a qualified lead your team can close.

Help Genie’s lead goals system controls what information your voice genie collects and how it collects it. Set it up right and your genie captures leads without sounding like it’s reading off a clipboard.

Step 1: Choose Your Lead Goal Type

Help Genie offers four lead goal types. Each one is designed for a different kind of caller interaction.

Open your genie’s settings and navigate to the Lead Goals tab.

Goal Type	Best For	What It Collects
Qualification	Sales teams that need to prioritize leads	Budget, timeline, decision-making authority, project scope
Contact Information	Businesses that want to capture every caller	Name, email, phone number, contact preferences
Support Requests	Service businesses handling inbound issues	Issue details, account info, urgency level
Booking/Scheduling	Appointment-based businesses	Service type, preferred dates/times, contact details

How to decide:

• If you’re a plumber who needs to schedule service calls, use Booking/Scheduling
• If you’re a real estate agent qualifying buyers, use Qualification
• If you run a hotel front desk and handle guest issues, use Support Requests
• If you just want every caller’s contact info so you can follow up, use Contact Information

You can change your goal type later without losing any previously captured leads.

Step 2: Configure Your Lead Fields

Once you’ve picked a goal type, Help Genie suggests default fields. You can customize these to match exactly what your business needs.

What to do:

1. In the Lead Goals tab, review the suggested fields for your goal type
2. Add any fields specific to your business
3. Mark which fields are required vs. optional
4. Set the field type for each (text, email, phone, dropdown, date, number, textarea)
5. Reorder fields by priority so your genie asks for the most important information first

Field types and when to use them:

Field Type	Use For	Example
Text	Names, addresses, short answers	”Full Name”, “Company Name”
Email	Email addresses (validates format automatically)	“Email Address”
Phone	Phone numbers (validates format)	“Best Callback Number”
Dropdown	Multiple choice answers	”Service Needed: Plumbing / HVAC / Electrical”
Date	Scheduling and timelines	”Preferred Appointment Date”
Number	Budgets, quantities, measurements	”Estimated Budget”, “Square Footage”
Textarea	Longer descriptions	”Describe Your Issue”, “Project Details”

A practical example for a home services company:

1. Full Name (text, required)
2. Phone Number (phone, required)
3. Email (email, optional)
4. Service Needed (dropdown: Plumbing / HVAC / Electrical / Other, required)
5. Describe the Issue (textarea, optional)
6. Preferred Date (date, optional)

Step 3: Choose Conversational or Direct Capture

Help Genie can collect lead information two ways. The method you pick changes how the conversation feels.

Conversational capture weaves questions naturally into the dialogue. Instead of “What is your name?”, the genie might say “I’d love to help with that. Who am I speaking with today?” This feels more natural and works well for longer calls where callers want information before committing.

Direct capture is more structured. The genie asks each field in order after the main conversation. This works when callers expect to provide their details, like booking an appointment or requesting a quote.

When to use each:

Conversational	Direct
Sales inquiries where trust matters	Appointment booking
First-time callers exploring options	Quote requests
Complex questions that need back-and-forth	Callback requests
Industries where rapport drives conversion	High-volume, routine calls

What to do:

1. In the Lead Goals tab, select your capture method
2. If using conversational capture, review how the genie phrases each question in context
3. If using direct capture, customize the transition message (e.g., “I’ve got all the details on that. Let me grab your info so we can follow up.”)
4. Test both methods by calling your genie and see which one feels more natural for your business

Step 4: Set Up Lead Notifications

Capturing a lead means nothing if your team doesn’t see it in time. Help Genie sends lead notifications the moment a caller provides their information.

What to do:

1. Go to the Support Settings tab in your genie configuration
2. Add email addresses for team members who should receive lead notifications
3. Each notification includes: caller name, contact details, conversation summary, topics discussed, sentiment, and recommended next steps
4. For faster response, set up additional notification channels:

Available notification channels:

• Email — Detailed conversation report with full summary and transcript
• Slack — Rich formatted message in your team channel
• Microsoft Teams — Formatted card with action buttons
• SMS — Concise text alert for on-the-go follow-up
• WhatsApp — Mobile-friendly notification
• Discord — Embedded message for teams using Discord

Notification timing matters. Research consistently shows that responding to leads within 5 minutes dramatically improves conversion rates. Set up at least one real-time channel (Slack, SMS, or Teams) in addition to email so your team sees new leads immediately.

Step 5: Test Your Lead Capture Flow

Before you rely on your lead goals in production, test the complete flow from call to notification.

What to do:

1. Call your voice genie’s number (or use the agent page to start a web conversation)
2. Role-play as a typical caller for your business
3. Let the genie go through its lead capture flow
4. Check that all fields are collected correctly
5. Verify the notification arrives on every channel you configured
6. Review the lead in your Help Genie dashboard under the Leads section
7. Check lead status (should show as “new”)

Test checklist:

• Genie asks for required fields naturally
• Optional fields are offered but not forced
• Field validation works (try an invalid email format)
• Conversation report arrives via email
• Real-time notification arrives (Slack/SMS/Teams)
• Lead appears in dashboard with correct details
• Conversation transcript is attached to the lead

After testing:

• Review the conversation transcript for any awkward phrasing during field collection
• Adjust field order if the genie asks for details at an unnatural point in the conversation
• Remove any fields that callers consistently skip or push back on

What to Do with Your Leads

Once leads start flowing in, keep them organized:

• Check lead status regularly — New leads need follow-up within hours, not days
• Use conversation summaries — Don’t make callers repeat themselves when you call back. The summary tells you exactly what they asked about
• Track conversion — Update lead status from “new” to “contacted” to “qualified” to “converted” as your pipeline progresses
• Filter by date and agent — If you run multiple genies, filter leads by agent to see which voice genies capture the most qualified prospects

Your voice genie is already answering calls. Make sure every one of those calls turns into an opportunity your team can act on. Set up your lead goals in Help Genie and start capturing qualified leads from every conversation.