Leads and pipeline

Everyone who has come your way, and where each one stands.

Open Leads in the app.

What a lead is

A person, a phone number, and where they came from. That last field is the one people ignore and later wish they had.

Phone numbers read the same everywhere in the app, like (501) 555-0190, whether or not the leading 1 was stored. A number from outside the US is shown exactly as it was saved.

Lead source tells you which ads, which page, and which campaign are producing. Without it, you are guessing about where your money goes. It is captured automatically when a lead arrives through a form, a call, or an import.

Stages

Stages are how you know what to do next. The exact names depend on your industry, but the shape is always the same: new → working → appointment → won or lost.

One stage carries a time as well as a state. A lead in callback is someone who asked you to ring them back at a particular moment, and that moment is stored rather than written into a note. It surfaces under Upcoming callbacks on Home. See Follow-up.

A book brought over from another CRM keeps the stage, the attempt count, and the last-called date it already had, so nothing arrives pretending to be brand new. See Bring in your leads.

Two rules keep the list honest:

Move them. A pipeline where everyone is "new" tells you nothing.

Close the losses. People avoid marking lost because it feels like failure. A pipeline full of dead leads from four months ago hides the real ones. Mark it lost, learn from it, move on.

Reading the board. The Pipeline board shows as many whole stages side by side as your screen holds, and a thin bar under it says when more stages are off to the side. On a phone you see one stage at a time and swipe between them; the board opens on the first stage that has a lead in it, so an empty first stage never hides the work. A stage's cards run down the page like any list, so you scroll the page to see them all and swipe only to change stages.

Notes

Write what the person actually said. "Wants it done before the in-laws visit on the 14th" is worth more than any stage.

Notes are what make the second conversation feel like a continuation instead of a restart.

Duplicates

Someone who fills out two forms is one person. Merge them rather than working both, or two different follow-up sequences reach the same person and it reads as harassment.

Finding things

The search pill on Home searches by name, phone, or email across your leads (and, separately, by caller name, phone, or call summary across your calls) and jumps straight to the match, which is faster than filtering when you already know who you are looking for.

Filter by stage, source, or date. The two filters that earn their keep:

• New, older than a day: leads that fell through
• Working, untouched for a week: the ones going cold

A connected assistant does this better than filters do. get_next_actions returns exactly these without you constructing a query: "What should I work on today?"

Do not call and bad numbers

Both live on the lead's profile, under Stop contacting, and in the row menu on Leads.

Mark do not call stops every call, text and email to that lead, by hand or by AI, until you allow calls again. Flag bad number is for a number that does not work: it marks the lead do not call and lists it in Credits in the app so you can claim the refund.

Each one asks first. The change shows only once it has saved. If it does not save, the profile stays open and says so, and the lead stays exactly as it was: still callable, with no refund filed. Try again in a moment.

Keeping it clean

Every lead has a real source. If a batch shows up with no source, whatever fed them is misconfigured.

Do not re-import old lists. It creates duplicates, and it risks contacting someone who opted out. The suppression list will stop the send, which is the system working, but it is not a workflow. See Consent and opt-outs.

Losses get marked. Every week.

Related

• Bring in your leads: getting them here
• Speed to lead: calling new ones immediately
• Follow-up: working the ones who did not answer
• Calls and outcomes: what happened when you did
• Lead routing: handing a whole list to your reps

Power dial

Power dial 16 means sixteen of the leads shown can be dialed. A lead that is booked, sold or lost, marked do not call, has no valid number or, when your account dials only opted-in leads, has no recorded opt-in is left out, and the line under the buttons says how many and why. That is the same rule the dialer applies when the calls are placed, so the count on the button is the count that rings. The Dialer page's own queue starts from new leads only, so it can be empty while Leads still has leads to dial.

A lead's stage reads the same on Leads, its sheet and the Pipeline board: a sold or lost lead reads Sold or Lost even when an appointment was booked along the way.

Touched and New

Each row says when the lead was last touched ("Touched 3d ago"), or "New 3d ago" if nobody has touched it. A touch dated before the day the lead was added cannot be right, so that row says Touched: not recorded instead of printing it. A list's menu turns front desk calling on or off for that list.