CRM
Leads
Track prospects from first enquiry to customer on a status board, see how promising each one is, and convert them to clients.
Contents: Who can use it · The Leads page · Add a lead · Move a lead through stages · The lead details panel · Lead score · Assignment · Enrol in a sequence · Convert · Example · FAQ
Who can use it
Staff with the lead permissions (view, create, update, delete). The Assignment button needs the lead-settings permission. The score badge, grade filter and Scoring button need the Lead scoring plan feature (Pro and Enterprise at the time of writing) and its permission. Enrol in a sequence needs the sequences feature and permission.
Where: CRM → Leads.
The Leads status board.
The Leads page
The page shows a Status board with one column per stage. Each card shows the lead's name, a status pill (Active or Inactive), the assigned user ("No assigned user" if none) and, when scoring is on, its score badge.
| Button / control | What it does |
|---|---|
| Refresh | Reloads the board |
| Assignment | Opens automatic assignment |
| Scoring | Opens Lead scoring setup (only when scoring is on) |
| Add lead | Opens the new-lead panel |
| Filters: Stage, Grade | Narrow the board. Grade is Hot, Warm or Cold |
| Best score first | Sort the cards by score |
| Card actions | Switch active or inactive (power icon), delete (trash icon) |
| Drag a card | Moves the lead to another stage |
Add a lead
- Click Add lead.
- Choose an existing Client (optional), or enter Name, Email and Phone (phone is required when no client is chosen).
- Optionally choose the Service and Assigned to, pick the Stage, enter Address and a Note.
- Save. If an assignment mode is on, an unassigned lead is given an owner automatically.
You can also reach this form from the global search: press Ctrl+K, type > and choose New lead.
Leads also arrive from calls, web forms, integrations and webhooks. When Show lead form submissions here is on in the chat settings, each lead form submission also opens a conversation in the shared inbox; the lead's details then show Open conversation.
Move a lead through stages
Drag the card to the next column. A message confirms "{name} moved to {stage}". Stage moves feed the score and can trigger workflows.
The lead details panel
Click a card to open Lead details.
| Section | What you can do |
|---|---|
| Header | See source, contact details, the score badge |
| Follow-ups | Add Follow-up with a Scheduled At date; mark it Complete |
| Notes | Add and remove notes |
| Timeline | The full activity feed (calls, emails, chats, notes, stage moves) |
| Send message | Open the message composer with the lead's numbers and email |
| Add to sequence | See below |
| Convert to client | See below |
| Create deal | Track a sale for this lead in the pipeline |
| Privacy menu | Consent record, export and erase; see Privacy and GDPR |
Lead score badge and popover
When lead scoring is on, every lead shows a badge with a number from 0 to 100 and a grade colour: Hot, Warm or Cold. Click the badge to open the Lead score popover. It lists the points that made the score and the Latest changes, for example "Answered call", "Meeting held" or "Quiet for a while". "No rule gives this lead points yet" means no scoring rule matches. Rules are set in Lead scoring.
Automatic lead assignment
Click Assignment to decide who gets new leads that have no owner. It applies to every new lead: the form, calls, integrations and webhooks.
| Mode | Behaviour |
|---|---|
| Off | New leads stay unassigned until someone picks an owner |
| Round robin | The team takes turns, one lead each, in order |
| Fewest open leads | The person with the fewest open (not won or lost) leads gets the next one |
Pick the Team (at least one person; only active users are picked and the order sets the turns) and save.
Enrol a lead in a sequence
- Open the lead and click the sequence button.
- In Add to sequence choose a Sequence (only active sequences with steps appear).
- Confirm. People already in the sequence are skipped; you see "{n} enrolled, {n} skipped".
See Sequences.
Convert a lead to a client
- Open the lead and choose Convert to client. This creates the client record, carries over phone, address and interest, and links the history.
- To start a sale at the same moment, tick Also create a deal. The deal starts in the default pipeline, owned by the lead's assignee, and the lead keeps its stage.
- Confirm. You see "Lead converted to a client, with a deal".
Example scenario
A Dhaka ISP gets enquiries from a Facebook ad. A web form creates the lead "Nasrin Sultana, Mohammadpur, 20 Mbps". Round robin gives it to Tanvir. The badge shows 35 (Cold). Tanvir calls, she answers; the score jumps to 70 (Hot) and a workflow creates a call task. After a site visit he converts her to a client and creates a deal "20 Mbps home connection".
Tips
- Keep Assignment on so no lead waits for an owner.
- Sort by Best score first in the morning and work the Hot column first.
- Use follow-ups so every lead has a next step.
Troubleshooting and FAQ
No score badge or Grade filter. Lead scoring is off, or not in your role. See Lead scoring.
The sequence button is missing. You lack the enrol permission.
New leads are unassigned. Assignment is set to Off.
Related pages
Lead scoring · Deals · Sequences · Workflows · Clients · Privacy and GDPR