Every action on a lead

Everything you can do to a lead, one action per heading. Each section stands on its own, so you can copy one into your team's process document as it is.

Open a lead

Go to Leads and click the lead. It opens as a panel over the list. Press Escape or the X to go back. To give it a page of its own, click Open full page at the top of the panel.

Change the status

Open the lead and use the status picker at the top right. You can also change it without opening the lead: from the status picker on its row in the table, by dragging its card to another column on the board, or by ticking several leads and using Set status. The first time a lead leaves New, that moment is recorded as your first response.

Mark a lead Won

Open the lead, set the status to Won. The date is recorded, and from then on the lead's value counts in Won revenue on the Dashboard and in the revenue figures on Analytics. Check the value before you mark it won, or set it right after; either way the total follows the value.

Mark a lead Lost, with a reason

Open the lead and set the status to Lost. A panel asks Why was this lead lost? Pick one reason: Price too high, Went with competitor, No response from customer, Out of service area, Not a real job and Timing. Add a note if you want, then click Mark as lost. Nothing is saved until you do, and Cancel puts the previous status back. To change the reason later, pick a different one and click Save reason. Lost is only available on the lead itself, because it needs the reason.

Set or change the value

Open the lead and type the amount in the Value field under Lead Details; it saves when you leave the field. This is your estimate, and it is what Won revenue uses if the lead is won without a job.

Once the lead has been converted to a job, the job's amount becomes the lead's value. The field then shows the job total with the caption From job and the line Change the amount on the job, and you edit the amount on the job instead. It is recomputed on every job save: when the job is created, when its amount changes, and when it moves into or out of Lost. Lost and deleted jobs do not count, and a lead has at most one live job. When that job is lost or deleted, a value that came from it is cleared and the field is yours to type again; an estimate you typed yourself is left as it was. Each change is written to the lead's timeline like a manual edit.

Convert a lead to a job

Open the lead and click Convert to job at the top. A job is created on the Jobs board in the Quoted column, named after the service the lead asked for, or New job when none is recorded, with the lead's value as its starting amount, and you are taken to the board. A lead has at most one live job: while it has one, the button reads View job, and after that job is deleted the lead can be converted again. The button appears only when the lead is attached to a customer record, which every lead with an email or phone is.

Add a note for your team

Open the lead, go to the Notes tab, write in Add a note and click Add note. The note shows who wrote it and when. Only its author can edit it; the author, an owner or an admin can remove it. A removed note is kept out of sight rather than erased.

Add a tag

Open the lead. Under the name and status, type into Add tag and press Enter or a comma. Click the X on a tag to remove it. Tags save at once and each change is noted on the timeline.

Add a follow-up

Open the lead and scroll to Follow-ups on the Details tab. Type what needs doing, pick a due date, optionally a reminder time and a teammate to assign it to, and press Enter. A reminder emails the team and rings the bell at that time. Tick a follow-up when it is done; the trash icon asks you to confirm before removing one. Follow-ups due today or overdue also appear in a card above the Leads list.

Edit the customer's details

Open the lead. The name at the top, and the phone, email, address, city and service on the Details tab, are all editable in place and save when you leave the field. Changing the email or phone re-checks which customer record the lead belongs to, so a corrected number attaches the lead to the right person.

Archive a lead

Open the lead and click Delete at the top, or use Delete lead from the row's menu, or tick several leads and click Delete in the bar. Confirm when asked. The lead leaves the list and stops counting in Total Leads, but nothing is erased: it stays in your history with an Archived mark and can be brought back.

Restore an archived lead

On the Leads list, turn on Show archived. Archived leads appear in the table and grid marked Archived, each with a Restore button. Click it and the lead is back in your list. A lead that was merged into another, or combined onto another as a repeat submission, has no Restore button; the row says so and links to the lead that carries its information.

Merge two leads

On the Leads table, tick exactly two leads and click Merge. Choose which one to keep. For each field the kept lead's value is used; tap the other side to take that value instead, and empty fields are filled from the other lead. If both have Details, the texts are joined. Click Merge. The other lead is archived, not deleted, and cannot be restored on its own because its information now lives on the kept lead. There is no undo.

Merge two contacts

Contacts are the customer records leads attach to. When one submission carries an email known on one contact and a phone known on another, the pair is flagged for you under Settings, Duplicates. Nothing is merged on its own. Click Keep on the one to keep, confirm, and the other contact's leads move onto it. Click Not the same person to dismiss the pair for good.

Export, import, or add a lead by hand

Export, Import and Add Lead are the buttons at the top right of the Leads list. Export downloads a CSV of the leads matching your current filters. Import reads a CSV with a header row. Add Lead opens a form; a name, an email or a phone is enough to save. A lead added either way shows Not graded. The list page describes each in more detail.