> ## Documentation Index
> Fetch the complete documentation index at: https://help.homespace.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Capture customer requests from every channel

> Web forms, missed calls, SMS, and social DMs all land in one inbox. An AI bot triages and responds in under 60 seconds — your team only sees warm leads.

Every missed call, unanswered DM, and after-hours form submission is a potential job that slips away before anyone in your shop sees it. Capture solves this by routing every inbound request — regardless of channel — into a single triage queue. An AI bot collects the details, filters out spam, and either books the job or hands it off to your team with full context already attached.

Businesses using Capture average a **47-second first-reply time** and book **3.1× more jobs from the same lead volume**.

## How it works

<Steps>
  <Step title="Connect your channels">
    Forward your business phone number, paste the web form embed code on your site, and link your Instagram, Facebook, and Google Business accounts — all from **Dashboard > Inbox > Settings > Channels**. Most businesses are fully connected in under 8 minutes.
  </Step>

  <Step title="The AI bot triages first">
    Every incoming request goes to the bot before a human sees it. The bot collects the customer's address, service type, urgency level, and any photos — then either books the job directly or escalates with all of that context attached. Your team never re-asks questions the customer already answered.
  </Step>

  <Step title="Your team picks up warm">
    Open a conversation and you see everything: where the lead came from, what the bot collected, the customer's job history if they're a repeat caller, and a triage pill (Urgent / Warm / Cold / Spam). One tap converts the thread into a quote or drops it onto the calendar as a job.
  </Step>
</Steps>

## Supported channels

<CardGroup cols={2}>
  <Card title="Web forms" icon="globe">
    Embeddable forms with conditional logic, photo uploads, and address autocomplete. Styled to match your brand. Paste a single `<script>` tag to add the form to any website or landing page.
  </Card>

  <Card title="Missed-call SMS" icon="phone-missed">
    Every missed call automatically receives a text back with a booking link within 5 seconds. On average this recovers 28% of calls that would otherwise be lost.
  </Card>

  <Card title="SMS" icon="message-square">
    Two-way text messaging with photo attachments. Customers can send photos of the problem straight from their phone.
  </Card>

  <Card title="Instagram DMs" icon="instagram">
    Messages from your Instagram business profile land in the same inbox. The bot handles first replies; your team handles conversions.
  </Card>

  <Card title="Facebook Messenger" icon="facebook">
    Your Facebook page's chat threads are routed in alongside everything else — no separate app or tab required.
  </Card>

  <Card title="Google Business" icon="map-pin">
    Chats from your Google Business Profile (the map pack) are answered automatically and converted into leads in the queue.
  </Card>

  <Card title="Walk-ins and events" icon="user-check">
    Capture requests manually from a phone — geo-stamped to the location. Useful for trade shows, community events, or in-person conversations.
  </Card>

  <Card title="Email" icon="mail">
    Your `hello@`, `info@`, and `contact@` aliases route cleanly into the inbox alongside every other channel.
  </Card>
</CardGroup>

## Connecting your channels

<Steps>
  <Step title="Open channel settings">
    Go to **Dashboard > Inbox**, then click **Settings** in the top-right corner and select **Channels**.
  </Step>

  <Step title="Connect social accounts">
    Click **Connect** next to Instagram, Facebook, or Google Business. You'll be taken through each platform's OAuth flow. Homespace only requests the permissions needed to read and send messages.
  </Step>

  <Step title="Set up phone forwarding">
    Click **Phone** and follow the instructions to forward your existing business number to your Homespace line — or purchase a new number directly from the settings panel.
  </Step>

  <Step title="Embed the web form">
    Click **Web form** and copy the embed snippet. Paste it into the `<body>` of any webpage where you want the form to appear. The form inherits your brand colors automatically.

    ```html theme={null}
    <!-- Paste this snippet before the closing </body> tag -->
    <script
      src="https://cdn.homespace.co/form.js"
      data-form-id="YOUR_FORM_ID"
      async
    ></script>
    ```

    Replace `YOUR_FORM_ID` with the ID shown in your settings. To embed on a Homespace-hosted website, enable the **Lead** section in the website builder instead — no code required.
  </Step>

  <Step title="Test each channel">
    Send a test message on each connected channel. You should see it appear in **Dashboard > Inbox** within a few seconds. The bot replies automatically unless you have it set to human-only mode.
  </Step>
</Steps>

## What a conversation looks like

Each conversation in the inbox includes:

* **Channel badge** — where the lead came from (Web, Phone, SMS, Instagram, Walk-in, etc.)
* **Triage pill** — Urgent, Warm, Cold, or Spam — set by the bot and overridable by your team
* **Quick actions** — convert to quote, drop on the calendar, hand off to a team member, or snooze
* **Customer match** — if it's a repeat caller, their full job history surfaces before the conversation opens
* **Audit trail** — every bot reply, every human edit, with timestamp and operator logged

## Spam filtering and lead scoring

Capture filters junk leads and competitor scrapers before they reach your team. The bot's lead scoring labels each conversation automatically:

| Label      | Meaning                                                      |
| ---------- | ------------------------------------------------------------ |
| **Urgent** | Explicit urgency signal (emergency, flooding, no heat, etc.) |
| **Warm**   | Ready to book or accept a quote                              |
| **Cold**   | Interested but not ready to commit                           |
| **Spam**   | Filtered out — not shown in the main queue                   |

Your team can override any label by tapping the pill in the conversation header.

<Tip>
  Set up **routing rules** in **Inbox > Settings > Routing** to automatically assign Urgent leads to a specific team member or escalate them with a push notification.
</Tip>

## Missed-call SMS

When a call comes in and goes unanswered, Capture texts the caller within 5 seconds:

> "Hi, you just called \[Business Name]. We couldn't pick up right now — click here to book a time or send us a message: \[link]"

You can customize the message text from **Dashboard > Inbox > Settings > Missed-call SMS**. The booking link takes the customer directly to your Homespace scheduling page.

<Note>
  Missed-call SMS requires your phone number to be connected through Homespace. Calls forwarded from an external number where Homespace cannot detect a missed call will not trigger the auto-text. Check **Channels > Phone** to confirm your forwarding setup is fully active.
</Note>