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Adding Leads

Leads can enter the CRM automatically through connected channels or be added manually when needed. Understanding both paths ensures no potential business is missed.

How leads enter automatically

When someone interacts with the business through a connected channel, they are automatically added to the CRM as a new contact. No manual entry is required. Common automatic sources include:

  • Website forms. A contact form submission creates a new contact record.
  • Booking calendar. When someone books an appointment, their information is captured automatically.
  • Chat widget. Conversations initiated through the website chat create a contact record.
  • Social media integrations. Messages received through connected platforms are logged.

The specific lead sources connected to the CRM depend on the setup for the business.

Adding a contact manually

To add a lead that came in through an offline channel (a phone call, a networking event, a referral), add them manually:

  1. Navigate to the Contacts section.
  2. Click the + button or "Add Contact."
  3. Fill in the available information: name, phone number, email, and any relevant notes.
  4. Save the contact.

Not all fields are required. At a minimum, include enough information to identify and reach the person (typically a name and either a phone number or email).

What happens after a lead is added

Once a contact is created, whether automatically or manually, several things happen:

  1. Assignment. The contact is assigned to a team member based on the configured routing rules.
  2. Pipeline placement. A new opportunity is created in the first stage of the pipeline.
  3. Automations trigger. Depending on the setup, welcome messages, follow-up sequences, or notifications may begin. See How Your Automations Work.
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Duplicate prevention is built in. The CRM identifies contacts by email and phone number. If someone submits a form with the same email as an existing contact, the system updates the existing record instead of creating a duplicate.

Tips

  • Add leads promptly. The sooner a contact is in the system, the sooner automated follow-up can begin.
  • Include as much detail as possible. Notes, source, and context help personalize future communication.
  • Check for existing records first. Use the search bar in Contacts before adding a new entry to avoid duplicates.