Leads & Lead Statuses

Catch every enquiry as a lead, move it through your own sales stages, and decide which stage is allowed to follow which.

What it does

Manage Leads is where your team tracks people who are interested but haven't bought yet. Every lead has a status (the sales stage it's at), an outcome (open, won or lost), an owner and a next follow-up date. You design the stages, and you can lock down the order a lead is allowed to move through them.

Manage Leads is available when the CRM module is enabled for your workspace. If you don't see it in the sidebar, contact support.

Where leads come from

Working with the Leads list

1. Go to Manage Leads → Leads.
2. Narrow the list with All statuses, All outcomes and All owners.
3. Click a row to edit it, or use the row menu for Edit, Convert to contact or Delete.

A green Customer badge means the lead's phone number already belongs to one of your customers, and the row menu offers Open contact instead.

Convert to contact adds the lead to Customers so you can message it, put it in segments and include it in broadcasts. It needs a phone number. If a customer with that number already exists, the lead is linked to them instead of being duplicated.

The pipeline board

Click Pipeline board to see one column per status. Drag a card into another column to move the lead. Follow-up dates in red are overdue. Use List view to go back.

Setting up your statuses

Go to Manage Leads → Lead Statuses. Your workspace starts with seven: New, Contacted, Qualified, Proposal Sent, Negotiation, Won and Lost.

1. Under New status, enter a Name and pick a Colour.
2. Optionally choose an Auto-assign segment (see below).
3. Tick Counts as won or Counts as lost for closing stages.
4. Click Add status.

To change one, open its row menu and choose Edit. You can rename it, change its colour, its Order number and its segment, then click Save. The Leads column shows how many leads sit on each status; click the number to see them.

• Outcome is automatic. Moving a lead into a won or lost status sets its outcome for you.
• Auto-segment. A lead moved into the status joins the segment, and leaves it again when it moves on. If the lead has a phone number but isn't a customer yet, it's added to Customers so it can join.
• Deleting works only once no leads sit on that status. Move them first.

Lead Workflow: which status can follow which

Go to Manage Leads → Lead Workflow. Each status is a card on a board, and arrows show the moves you allow.

1. Hover a status to trace its arrows.
2. Click a status to open the may become panel and tick every status it may move to next.
3. Drag cards around to arrange the board, and zoom with − and +.
4. Click Save workflow. Unsaved changes stays on screen until you do.

A status with nothing ticked has no rule yet, so its leads can still move anywhere. As soon as you tick one, only the ticked statuses are allowed. On the pipeline board, a move that breaks the rule is refused and the card goes back with a message saying why. You need at least two statuses before you can draw a workflow.

Follow-up reminders

Go to Setup → Notifications → Lead follow-up reminders, tick Enabled under Remind automatically, and set Default follow-up (hours) for leads that arrive on WhatsApp. When a follow-up date comes due, the lead's owner gets a notification in the app (an unassigned lead notifies the whole team). Reminders stop once a lead is won or lost, and each follow-up date reminds you once, so set a new date to be reminded again.

Good to know

• Renaming a status is safe: leads on it keep their place.
• Deleting a lead doesn't delete the customer it was converted into.
• Reports → Overview shows how many leads are still open.

Start with the default statuses, run a week of real leads through them, then rename and trim them to match how your team actually sells.