Timing is part of the design. A lead who has just chatted is warm, and a quick follow-up from the right owner makes the most of that. We agree who is notified, how, and what the owner sees first, so a lead from a late-night DM is waiting in the right place when your team opens the CRM in the morning.
A chat is only useful to sales if it ends up in the CRM. With HubSpot connected, a lead captured on your website or in a DM can arrive as a contact with the conversation noted, so nobody retypes details from a chat window. The agent can also read context before replying, such as whether someone is already a customer.
Before building, decide which fields the agent may write to, how duplicates are handled and what counts as a qualified lead. A common mistake is to let the agent create contacts without any shared definition of quality, which fills the CRM with noise. We write the rules with your sales lead, then test with sample conversations. Consent matters here too. Only add people to marketing lists if they agreed to it.
Your sales team sees the lead, the source and a short note of what the person asked. A prompt reply is more likely when they have that context. Review the leads weekly with the team to check quality, and adjust the questions the agent asks if the leads are too thin. If you do not use HubSpot's contact records consistently today, tidy that first.