Leads
Leads overview
Everyone who messages your agent becomes a contact, and the Collect Leads action turns the interested ones into leads.
The Leads page is where OrbitBase keeps the people behind your conversations. Every customer who messages you on a connected channel is saved as a contact automatically, and the ones who share their details with your agent become leads your team can follow up on.
Contacts and leads
OrbitBase keeps one record per person, and each record is one of two types:
| Record type | What it means |
|---|---|
| Contact | Someone on file who hasn't been qualified yet — for example, a customer who asked a quick question. |
| Lead | A qualified lead — someone who shared their details, or whom your team marked as a lead. |
Both live on the same page. The Type filter lets you show Leads, Contacts or Everyone. You can switch a record between the two types at any time from its Record type menu (see Managing leads).
How contacts are created
You never have to add the people who message you. The moment a new chat arrives on a channel, OrbitBase creates a contact for the sender (or reuses the one it already has) before your agent replies. That means:
- Every conversation in the Inbox is linked to a person from its first message.
- Your agent always knows who it is talking to — it never has to guess or ask "who are you?" to keep a record.
- When the same person comes back later, their new conversation is linked to the same record.
How Collect Leads enriches a contact
Collect Leads is one of the two built-in actions every agent has. When a customer shows interest and shares their details mid-conversation, the agent uses it to:
- Fill in the contact's name, email, phone and company with what the customer gave.
- Add what they want to the What they told us notes on the record. New details are appended — anything already there, including your team's edits, is kept.
- Mark the record as a qualified Lead and note when and on which channel it was captured.
- Record a "captured these details" entry in the record's history.
An email address belongs to one record per workspace. If a customer types an email that already belongs to someone else on file, the agent saves their other details but leaves that email off, so one person's details are never shown to another.
Playground tests of Collect Leads behave like the real thing in the chat, but nothing is saved to your Leads page.
The Leads page
Click Leads in the sidebar to open the list. Each row shows the person's Name, Contact details, Company, Stage, Tags, assignee, Status (Lead or Contact) and when they were Captured.
From the list you can:
- Search by name, email, phone or company.
- Filter by assignee, type, stage, details on file, tags and capture date, and sort by newest, oldest or name. See Export leads.
- Open a record by clicking a row. The lead record opens over the list, and you can step to the previous or next lead without closing it.
- Add a lead by hand with New lead, for people your agent didn't meet — a call, an event, an introduction.
- Import leads from a CSV file, or Export the current view.
- Select several rows to add or remove a tag on all of them at once.
If the page is empty, no one has been captured yet. Check that Collect Leads is switched on under Actions.
What lives on a lead record
Each record brings everything about a person together:
- Contact details and the notes your agent captured.
- A pipeline Stage (New, Contacted, Qualified, Won, Lost) and a follow-up date.
- An assignee and tags.
- Custom fields your workspace defines.
- Worknotes, files, linked conversations, cases and a full history of changes.