The platform capability "Capture leads" is global and read-only and instructs the AI: "Every time you send a message to the user you MUST ask for the user's contact information". In our test 16 of 16 informational answers ended with a request for the guest's name. Our own version of the capability on the employee page: 0 of 16.

Request: a setting in the built-in capability, for example "ask for contact details only when a request is handed to the team", or an editable instruction.

Impact: guests get answers without being pressed for contact data, and no account needs its own copy of a platform capability.