Managing leads

Every person on your Leads page has a lead record. It opens over the list when you click a row, so you can work through leads one after another with the Previous lead and Next lead buttons at the top. Each record has its own link — use Copy link to share it with a teammate.

The lead record at a glance

The record has two columns:

• Main column — the person's name, What they told us, Contact details (email, phone, company) and an Activity panel with tabs for Worknotes, Conversations, Files, Cases and History.
• Sidebar — Stage, Record type, Assignee, Tags, the Pipeline follow-up date, Custom fields, and when the record was captured or first seen and last updated.

Most fields edit in place: click the value, type, then press Enter to save or Esc to cancel.

Edit the details

Click the name, email, phone or company to change it. What they told us holds everything the agent captured in conversations, and you can edit and format it freely. When the agent captures more details later, it adds them to the end — your edits stay.

Move a lead through the pipeline

Every lead has a Stage. The stages are fixed and the same in every workspace:

Pick a stage from the Stage menu in the sidebar. Every change is recorded in the lead's history.

Qualify a lead or keep it as a contact

The Record type menu switches a record between Lead (qualified) and Contact (on file, not yet qualified). The agent sets this to Lead when it captures someone's details with Collect Leads. Change it by hand when you know better — for example, to move a support-only customer back to contacts.

Set a follow-up date

Under Pipeline, use Follow up on to pick the day you'll come back to this lead. Once that day has passed, the record shows when it was due. Clear the date when you're done.

Assign a lead

Pick a teammate from the Assignee menu, or choose Unassign to clear it. You can assign a lead at any time. The teammate you assign gets an email, unless they've turned that off in their notification settings.

Tag a lead

Under Tags, search for a tag to apply it, or type a new name to create one on the spot. To tag many leads at once, select their rows on the Leads page and use Add tag or Remove tag. See Custom fields and tags.

Fill in custom fields

The Custom fields panel shows the extra details your workspace tracks on every lead, such as a deal size or a renewal date. Fill them in and click Save fields.

Write worknotes

The Worknotes tab is your team's private notebook for this lead. Customers never see a worknote.

• Write a note and click Post note.
• Type @ to mention a teammate. They're highlighted in the note and emailed.
• The lead's assignee is emailed when someone else adds a worknote.
• Use the note's menu to Edit note or Delete note.

Keep files on the lead

The Files tab holds quotes, invoices, screenshots and anything else on file for this lead. Drop files in or click Choose files.

• Accepted types: PDF, Word, Excel, text, CSV and images (PNG, JPG, GIF, WebP).
• Up to 10 MB per file, up to 10 files per upload, and up to 50 files per lead.
• Anyone on your team can download, Rename or Remove file.

See linked conversations and cases

• Conversations lists every chat linked to this person, with its status and when it was last active. Click one to open it in the inbox.
• Cases lists the cases where this person is the requestor. Click Create case to open a new case with them already filled in. See Create cases.

Review the history

The History tab is a timeline of everything that happened to the lead — captured by the agent, imported, details edited, stage changes, qualification, assignment, follow-ups, tags, worknotes and files — with who did it and when.

Add a lead by hand

For people your agent didn't meet, add them yourself.

1. 1

   Start a new lead

   On the Leads page, click New lead.

2. 2

   Enter what you know

   Only the Name is required. Add contact details and What they told us if you have them, and set the stage, record type, assignee, tags and a follow-up date.

3. 3

   Save it

   Click Add lead. The new record opens, ready for worknotes, files and custom fields.

To bring in many leads at once, use Import instead. See Export leads.

Delete a lead

Open the record, click More actions, then Delete lead and confirm. The record, its worknotes and its files are removed for good. Its conversations stay in your inbox, and any cases for this person keep their name.

Next steps