Getting a name and a number out of a conversation, and where they end up.
Asking for details and saving them are two different settings, and having one without the other is the commonest setup mistake here. The goals under Chat & Voice Settings make your assistant ASK; lead capture is what SAVES what it is told.
Leads from every channel land in the same place, with the conversation they came from attached, so you can read what was actually said before you ring back.
If you use a CRM, connect it under Integrations and leads are pushed there as well.
Lead capture is off. Turn it on under Leads › Settings — the goal only makes it ask.
Yes, from the Leads screen. Account owners can also export everything the account holds.
Yes. A lead moves to Won when they book, however the booking was made. An account owner can also choose, under Leads › Settings, to close leads that have gone quiet for a number of days; anyone with a reminder still open or a booking coming up is left alone, and a closed lead reopens by itself if they book or get in touch again.