CRM Leads¶
Overview¶
CRM → Leads is the pipeline of commercial opportunities and customer requests. A lead groups all the cases (calls and emails) about the same matter from the same customer, and carries its own status from New to Converted or Dismissed.
See the CRM Overview for how leads are created and reused.
Functionality¶
Filters¶
| Filter | Description |
|---|---|
| Sort | Newest or oldest, recently updated, name, or subject. |
| Search in | Name, Phone, Email, Subject, Company. |
| Search | Prefix search on the chosen fields. |
| Tags | Lead or contact tags. |
| Status | One or more lead statuses. |
| Date range | Today, last 7 days, or last 30 days. |
Table¶
| Column | Meaning |
|---|---|
| Link chip | Shows whether the lead is linked to a CRM contact, and lets you link it. |
| Name / Phone / Email | The customer. |
| Lead subject | What the lead is about. On AI-created leads it is taken from the first call's intent. |
| Status | The lead status (see below). |
| Classification | Lead, customer, spam or other. |
| Created / Updated | How long ago the lead was created, and last updated. |
Lead statuses¶
| Status | Typical meaning |
|---|---|
| New | Just created from a call or email. |
| Contacted | Someone has reached out to the customer. |
| Qualified | Confirmed as a real opportunity. |
| Nurturing | Being worked over time. |
| Converted | Won. |
| Dismissed | Not pursued. |
| Expired | Set automatically when the lead has not been updated for 90 days. |
Lead Details¶
Click a lead to open it:
- Change the status.
- Edit the lead tags (saved automatically). Contact tags are shown read-only.
- See the cases of the lead. Click one to open its Case Details.
- Link the lead to an existing contact, or create a new contact from the lead's details.
Configuration¶
- Role permission: CRM Leads.
- Leads are created by AI personas with Save calls in CRM on, or by email-enabled personas. See CRM Overview → Configuration.
Use Cases¶
Sales pipeline review. Every week the sales manager filters Status = Qualified or Nurturing, sorted by last update. Leads that have gone quiet are chased before they expire at 90 days.
Cleaning up the pipeline. Leads classified as spam are set to Dismissed, which keeps pipeline counts meaningful.
Linking anonymous callers. A lead came from a caller who was not yet a contact. The agent opens Lead Details and chooses create a new contact, so future calls from that customer are recognised.
Limitations¶
- Leads cannot be created or deleted from this screen.
- A lead is reused for new calls only if it was updated in the last 90 days and is not Converted, Dismissed or Expired. Otherwise, a new call starts a new lead.