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Leads

A lead is somebody your site has met but you have not yet qualified: a visitor who signed up, booked, or submitted a form that routes leads. The Leads section of the CRM is where the team works them — decides who owns each one, keeps notes, and either converts the lead into a contact or closes it with a reason.

Leads live under the site that captured them, so each site's list is its own. Open CRM → Leads in the console, or use Open in CRM on a lead row in the Inbox's Site Members & Leads section.

What makes a lead​

Every capture lands in Contacts — one row per person, at the earliest lifecycle stage that describes what happened. A lead is created in addition, and only by a lead surface:

  • a member sign-up;
  • a booking;
  • a form whose own page has Also create a lead from the address someone gives this form switched on. A form without it still updates the contact at stage Lead; it just files nothing here.

So Contacts is the address book and Leads is the working list. The Leads section opens with which surfaces create leads on this site — sign-ups, bookings, and the lead-routed forms by name, each linking to the form's page — and offers Turn on lead routing beside a form that could route. A form with no email field cannot key a lead, and a form that records no consent would file leads the team cannot email; in either case the control says so instead of switching, because publishing the form would refuse the same thing. One person is one lead: a second submission updates the lead the first one created. Leads from before the Leads section existed were created from those earlier submissions and bookings, so a person who wrote in through a lead-routed form before lead routing existed is in the Open view too, unassigned.

At the organization level — CRM → Leads from the organization's own tab, where every site's leads are one list — the same note opens the section grouped by site. Sign-ups and bookings are named once, since they create a lead on every site; then each site is a group of its own, named and linking to that site's Leads section, with its lead-routed forms by name, Turn on lead routing beside the forms that could route, and the reason as the control's tooltip beside the ones that cannot. A site with no forms says so in one line. The first three sites open with their forms showing; the rest wait behind Show N more sites, and their forms are not read until you open them. Turning routing on from here switches that site's form and names the site in the confirmation.

The contact's own page links back: Lead on this site on the Relationship card opens the lead when this site holds one for the address.

The Leads list​

The list shows the most recently seen leads first — a person who booked yesterday sits above one who signed up last month, whichever came first. Each row carries:

ColumnWhat it shows
LeadThe name the person gave, with their email beneath it — or the email alone.
StatusNew, Working, Qualified or Unqualified. Change it in place from the row.
OwnerThe team member working the lead, or Unassigned. A lead inherits its contact's owner when one is assigned on capture.
SourceEvery surface that captured this person: Sign-up, Booking, or the form they submitted.
Last seenWhen the person last did something on your site.

The Show control at the top of the card picks the view. Open — the default — is every lead that still needs working (New and Working). The other views are one status each, and All shows everything. A lead nobody has touched yet has no status of its own and reads as New, so the leads your site collected before the CRM existed are already in the Open view.

The list reads the 200 most recently seen leads and shows them a page at a time, with the usual footer to turn the page and pick how many rows it holds. When a site holds more than 200, a notice says so; the status filter narrows those 200, and older leads are still listed in the Inbox and still reached by campaign audiences.

Working a lead from the row​

  • Status — click the status chip to change it to New or Working. Choosing Unqualified… asks for a reason first.
  • Row menu (⋮) — Open lead, Convert…, Assign owner, or Unqualify. Convert… opens the same dialog as the lead's page (see Converting a lead) without opening the page first; on a lead already converted, unqualified, or whose person has an erasure pending, it is disabled with the reason as its tooltip.
  • Click anywhere else on the row to open the lead's page.

Every change here is saved immediately; there is no separate save step.

Who owns a lead​

A lead starts unassigned unless the workspace decided otherwise. When the same capture creates a contact and the assignment rules or the site's default owner give that contact an owner, the lead is given the same owner, and the owner gets a console notification — Lead assigned to you, linking to the lead's page. A lead somebody already assigned by hand keeps that owner. An automation that reassigns the contact moves the lead's owner with it.

Assigning an owner from the row menu or the lead's page changes the lead alone; the contact, when there is one, is assigned from its own record.

A lead's page​

Click a row to open the lead. The page has two cards.

Lead holds what the team decides: the status, the owner, and free-text notes with a Save notes button. It also shows the identity the capture recorded — email and name — and the person's marketing consent: whether they opted in (and when), declined, or never recorded a choice. A lead with no recorded consent cannot be sent marketing email, which is worth knowing before you promise them a newsletter.

Captured history is read-only: when the person was first and last seen, how many times your site captured them, every source that did, and — under Where this lead came from — the campaign the capture is credited to, when there is one.

Converting a lead​

When a lead is real, click Convert on the lead's page, or choose Convert… from its row's menu on the list — the same dialog either way, from the list in one click. The dialog asks three things:

  1. Contact. The lead becomes a contact at the Sales qualified lifecycle stage, owned by whoever you pick — the lead's owner by default. Pick nobody and the workspace's assignment rules and the site's default owner decide, and failing those the contact is yours. A colleague you pick is notified; you are not told about a contact you kept. If this email address is already a contact, the conversion joins that contact rather than creating a second one — the address book stays one row per person — and a contact that already has an owner keeps them.
  2. Company. No company, Link an existing company, or Create a company. The dialog proposes the company the lead's email domain implies: if your workspace already has a company at that domain, it is preselected; otherwise a new one is proposed, named after the domain, with the domain filled in. Public mailboxes such as Gmail propose nothing.
  3. Deal. Tick Open a deal to open one in your default pipeline with a title, an amount, a currency and a starting stage. A workspace with no pipeline yet gets a Sales pipeline with the default stages created along with the deal.

Converting marks the lead Qualified, records what it became, and takes you to the new contact's page. Back on the lead, the card links to the contact, the company and the deal. A converted lead cannot be converted again — opening the dialog on one simply takes you to its contact.

A lead whose person has an erasure pending cannot be converted either: Convert stays on the page but is disabled, with the reason as its tooltip, until the nightly job has run — and the job removes the lead along with the person. If a later form fill captures the same address as a new lead, that lead cannot be converted: the erasure closed the address to capture, and a conversion is a capture, so the dialog answers This person was erased from your workspace at their request, so a record cannot be created for this address. Nothing is changed.

The same conversion — the same contact, company and deal, through the same code — is available to an integration as POST /v1/leads/{id}/convert on the REST API, and the list itself as GET /v1/leads.

Unqualifying a lead​

Unqualify — from the row's menu on the list, or from the menu (⋮) in the header of the lead's page — closes a lead without converting it. A reason is required, so the closed leads can be counted by why they closed. An unqualified lead drops out of the Open view and keeps its reason on its page; set its status back to Working to reopen it, which clears the reason.

Erasing the person​

The menu (⋮) in the header of the lead's page also carries Erase this person — the privacy erasure, for a person who asks to be forgotten. It is the same request the contact record offers, filed by the lead's address: the person is removed from every site in the workspace, the address is closed to capture at once, the lead shows an Erasure pending banner with its Convert button disabled, and the sweep runs with the nightly erasure job. Workspace admins only. What it removes, what it keeps and what it does not reach are listed in Deleting and erasing.

Who can do this​

Anyone who can open the CRM can work leads — that is the workspace's data permission, the same one that guards contacts. Converting a lead also requires a role on the site the lead belongs to.