How Pippin Saves a Visitor's Phone Number

Summary

Overview: A visitor who chats with Pippin on your website starts out anonymous. When the visitor types their phone number so your team can call them back, Pippin saves it on the lead. This guide explains when Pippin saves a number and where your team finds it.

Prerequisites:

• Pippin web chat is on your website. See How to Add Pippin Web Chat to Your Website.

How Pippin Decides

1. Web chat only. Pippin saves phone numbers only in web chat. On every other channel Pippify already knows how to reach the customer: SMS, WhatsApp and phone leads are a phone number, Messenger leads come through Messenger, and email leads have an address.
2. When Pippin asks. Pippin asks for an email address or a phone number before it proposes a quote or a booking, and whenever the visitor wants to be contacted later.
3. Only the visitor's own number. Pippin saves a number only when the visitor clearly gives their own number for being contacted. It never guesses one, and never saves a number the visitor mentioned for another reason, such as a hotline they saw or someone else's number.
4. The number is cleaned and checked. Spaces, dashes, dots and brackets are removed. If what is left does not look like a complete phone number (for example a price mistaken for a number), Pippin asks the visitor to send it again. A local number with a leading 0 is accepted.
5. A number on file is never replaced. If the lead already has a phone number, Pippin keeps it.
6. What changes on the lead. The number is saved as the lead's phone number. The lead stays a web chat lead, and its name does not change.

Limits

• Phone capture works on every plan and on the free trial.
• Pippin does not call the number. It is there so your team can follow up.
• A web chat lead's quotes are still delivered in the chat (and by email when the visitor gave an email address), not by SMS.

Step-by-Step Instructions

Step 1: Find the saved number

1. Open Inbox and click the web chat conversation.
2. In the lead panel, look under Contact. The phone number appears there once Pippin has saved it.

Step 2: Correct or add a number yourself

1. Open the lead. On the Overview tab, in Lead Details, click the pencil next to Phone.
2. Enter the number and click Save. Spaces and dashes are fine. See How to Edit a Lead or Change Its Stage.

Step 3: Follow up

1. Call the visitor back from your own phone.
2. To stop Pippin replying while you handle it, click Pause AI in the conversation. See When Pippin Hands a Conversation to a Person.

Verify It Worked

Success criteria:

• After the visitor types their number, it appears under Contact in the lead panel.

Troubleshooting

Common errors

• Pippin asks the visitor to send the number again: what they typed was not a complete phone number. Fix: none needed; Pippin saves it once it is complete.
• The number did not change: the lead already had a phone number. Fix: change it yourself in Lead Details (Step 2).
• No number was saved: the visitor did not clearly give it as their own contact number. Fix: ask in the chat, or add it yourself in Lead Details (Step 2).

Limitations & considerations

• If the visitor also gives an email address, Pippin saves that too. See How Pippin Saves a Customer's Email Address.

Next Steps & Related Resources

• Next steps:
  • How Pippin Saves a Customer's Email Address
  • How to Read a Lead's Profile
• Related articles:
  • How to Add Pippin Web Chat to Your Website
  • How Web Chat Suggests Quick Questions
  • When Pippin Hands a Conversation to a Person
  • How to Edit a Lead or Change Its Stage

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/19/2026