Facebook Messenger Lead Capture Straight Into Your CRM
Lead capture on Messenger means every person who messages your Facebook Page about buying ends up in your CRM, with their details and what they asked about. AeroChat answers the enquiry, collects the details, checks HubSpot, Pipedrive, Salesforce, Zoho CRM or GoHighLevel for an existing record, and creates or updates it with a note of the conversation.
What happens today
Enquiries come in through the Page inbox all day. The person replying means to add them to the CRM later. Some get added, some get added twice, and many stay in Meta Business Suite.
When sales reports on lead sources, Facebook barely shows up, even though it brought in a good share of the conversations. Messenger also shows only a name, so without an email or phone number the lead cannot be followed up anywhere else.
How it runs on Messenger
- The lead asks a question. AeroChat answers it first, from your knowledge base.
- It asks for the details it is missing, such as email, phone number and what they are interested in. Messenger does not pass these to your Page.
- It searches your CRM by email, then by phone number.
- It creates the contact or lead, or updates the existing one, with Messenger as the source.
- It adds a note with a short summary of what the lead asked and anything they said about budget or timing.
- If the lead already has an owner, the conversation goes to that person. If not, your CRM’s own assignment rules decide.
- If the lead asks for a person, AeroChat hands the conversation over in the inbox or on the mobile app.
The recipe
Copy this into AeroChat
When someone asks about our products or services, answer their question first from our knowledge base. Then follow these steps.
- Ask: “Can I take your email and phone number so our team can follow up?”
- Search Pipedrive for a person with their email, then with their phone number.
- If the person exists, update any missing details. If not, create the person and a lead titled with their name and the product they asked about.
- Set the lead source to Facebook Messenger and add the label New (example).
- Add a note to the lead with a two-line summary of what they asked about and anything they said about budget or timing.
- If they ask to speak to someone, hand the conversation to the person’s owner in Pipedrive, or to our sales team if there is no owner.
Do not ask for their details more than once. If they don’t want to share them, carry on helping and create the lead with their name and a note. Reply in the customer’s language.
Change the label and source values to the ones your Pipedrive account uses. For HubSpot, Salesforce, Zoho CRM or GoHighLevel, name that CRM instead and keep the steps.
Connect the systems behind it
- HubSpot. AeroChat finds or creates the contact, sets the lead source and adds a note of the conversation.
- Pipedrive. AeroChat creates the person and the lead, and adds a note your salespeople see on the lead.
- Salesforce. AeroChat creates the Salesforce lead and logs the conversation as a task on it.
- Zoho CRM. AeroChat creates the lead in Zoho CRM and adds a note with what the customer asked.
- GoHighLevel. AeroChat creates the contact, adds tags and opens an opportunity in your pipeline.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Meta’s rules on Messenger
Your Page can reply within 24 hours of the lead’s last message. After that, a person on your team can still reply within a separate 7-day window, but automated replies cannot. If the lead came from a click-to-Messenger ad, you can reply for up to 7 days from their first message. Meta expects automated replies within 30 seconds of a message, or it can limit your messaging. Taking the email and phone number in the first conversation means you can still reach the lead by email or WhatsApp, with their opt-in, once the Messenger window closes.
Also on WhatsApp, TikTok and web chat
The same lead capture workflow runs on WhatsApp, Instagram, TikTok (direct messages and TikTok Shop buyer chat), Telegram, web chat and email. Every lead lands in the same CRM with the channel recorded as the source, so you can see which channels bring in leads.
Who uses it
- Property agents: listing enquiries recorded with the property, budget and timing before an agent calls.
- B2B suppliers: quote requests captured with the product, quantity and company.
Questions
Can Facebook Messenger leads go into my CRM automatically?
Yes. AeroChat creates or updates the contact or lead in your CRM during the conversation, with the source and a note of what the lead asked. Nobody has to type it in afterwards.
What if the lead is already in my CRM?
AeroChat searches by email and phone number before it creates anything. If the lead exists, it updates the record and adds a note instead of creating a duplicate.
Does Messenger give me the lead’s email or phone number?
No. Your Page sees the person’s Facebook name. AeroChat asks for the email and phone number in the conversation, after answering their question.
How long can I keep messaging a Messenger lead?
Automated replies can go within 24 hours of the lead’s last message. A person on your team has a separate 7-day window. After that, you need the lead to message again.
Put your next Messenger lead in your CRM
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On Shopify? Install AeroChat from the Shopify App Store.
Related: Messenger CRM integration and click-to-Messenger ads.