Leads
Every lead from calls, forms, sourcing and the inbox — scored and deduplicated.
Every lead your business generates lands here — from voice calls, forms, the inbox, lead sourcing and manual entry — scored, deduplicated and ready to work.
In this guide
- Getting to the page
- Where leads come from
- The stat strip
- Tabs and filters
- The lead table
- Priority and status
- Opening a lead
- Quick actions
- Assignment
- Discarding a lead
- Archives
- Syncing from call history
- Exporting
- Troubleshooting
1. Getting to the page
Click Leads in the CRM section, at /client/leads. In an industry portal the page may be renamed — a rentals portal calls them enquiries, a vet portal calls them clients — but it is the same surface.
2. Where leads come from
| Source | How |
|---|---|
| Voice calls | A call that qualifies as a sales conversation is projected into a lead automatically, with its summary, sentiment and extracted fields attached. |
| Forms | A form submission creates or updates a lead. |
| Inbox | A new inbound sender becomes a lead with a timeline note. |
| Lead Sourcing | Sourced contacts pushed to the CRM. |
| Bookings and payments | A booking or a paid checkout creates a lead already at the right stage. |
| Manual | Created by a person. |
| API | Created through the API. |
One lead per number. Leads are deduplicated on the phone number, so a caller who rings three times is one lead with three calls on their timeline, not three leads.
3. The stat strip
| Stat | Counts |
|---|---|
| Leads | Total active leads. |
| Follow Ups | Leads flagged for follow-up. |
| Hot | Priority = hot. |
| Qualified | Leads that met your qualification criteria. |
| Starred | Leads you have starred. |
| Callbacks | Leads with a callback request. |
4. Tabs and filters
Tabs — All · Qualified · Follow Up · Callbacks · Starred.
Filters
- Search — name, email or phone.
- Priority — All · Hot · Warm · Cold.
- Status — All, plus every stage you have defined in Settings → Pipeline.
Because status options come from your own pipeline stages, renaming a stage renames it here too.
5. The lead table
| Column | What it shows |
|---|---|
| Lead | Name, and the source it came from. |
| Contact | Phone or email, or No contact. |
| Priority | Hot / warm / cold, colour-coded. |
| Status | The current pipeline stage. |
| Created | When the lead was created. |
| Actions | View, quick actions, remove. |
Rows are selectable for bulk actions.
6. Priority and status
Priority — hot, warm or cold. Set automatically from call analysis where the signals support it, and editable by hand.
Status — the pipeline stage. The default stages are New · Contacted · Qualified · Callback · Appointment Scheduled · Closed Won · Closed Lost, and you can rename, reorder, add and remove them in Settings → Pipeline.
Changing a status here moves the card on the Pipeline board, and vice versa — they are one record.
7. Opening a lead
The lead detail view has tabs:
| Tab | What it holds |
|---|---|
| Overview | Contact information, source, priority, status, owner, and a Copy all action for the contact block. |
| Call Analysis | The AI-analysed call summary, interest level, sentiment, topics, outcome and every custom field from Call Analysis. |
| Pipeline | Stage history — when it moved, who moved it. |
| Activity | The full timeline: calls, emails, tasks, notes, form submissions, payments. |
Contact information includes full name, email, phone, mobile and address, with everything the agent captured.
8. Quick actions
From a row or the detail view:
- Mark Contacted
- Mark Qualified
- Book Appointment — opens the Calendar with the lead attached.
- Convert to Lead — for a follow-up that turned out to be real.
- Remove
9. Assignment
Assign a lead to yourself or a colleague. The assignee owns follow-up, appears on the card, and is what per-seat metrics in Numbers attribute against.
10. Discarding a lead
Removing a lead asks for a reason:
- Not interested
- Not a real lead
- Missing contact information
- Already in claim elsewhere
- Disqualified
- Other
The reason is kept. Discarded leads move to Archives rather than being deleted, so a wrong call is reversible and your discard reasons are reportable.
11. Archives
Leads → Archives holds everything discarded, with its reason and who discarded it. Leads can be restored from here.
12. Syncing from call history
Sync re-runs lead projection over your call history and creates any lead that should exist but doesn't — useful after changing what counts as a lead, or after a period when projection was off. It is idempotent: it will not duplicate leads that already exist.
13. Exporting
Export downloads the current view — honouring the active tab, search and filters — as CSV.
14. Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| A call didn't create a lead | It wasn't a sales conversation — it will be a Guest Relations case instead | Check Guest Relations |
| Duplicate leads for one person | They used two different phone numbers | Merge from the contact record |
| Status options don't match my process | The pipeline stages are the default set | Edit them in Settings → Pipeline |
| A lead vanished | It was discarded | Leads → Archives |
| Priority is always cold | Analysis has nothing to score on — very short calls | Check the call has a transcript |
| Export is missing rows | The export honours your filters | Clear the filters first |
Related guides
- Pipeline — the same records as a board
- Contacts — deduplicated people
- Guest Relations — calls that weren't leads
- Lead Sourcing — finding new ones