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Leads & Pipeline

How leads come in

When someone reaches out to your business through your website, booking calendar, chat widget, or other connected channels, they're automatically added to your CRM as a new contact. No manual entry required.

The specific lead sources connected to your CRM depend on your setup. Common channels include website forms, booking calendars, chat widgets, and social media integrations.

Your pipeline

The pipeline is a visual board that tracks where each lead or deal stands in your sales process. Think of it as a set of columns, where each column represents a stage in how you work with clients.

Your pipeline stages are designed during setup to match how your business actually operates. During the delivery walkthrough, we'll walk through every stage so you understand how leads move through the system.

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Pipeline stages are unique to your business. A contractor's pipeline looks different from a law firm's pipeline. The stages, naming, and flow are all built around how you close, not a generic template.

What to do when a lead comes in

  1. Check the contact details. Name, email, phone, and whatever they submitted.
  2. Respond quickly. Speed matters. Automated follow-up may already be running (see Automations), but a personal response on top of that makes a significant difference.
  3. Move them through the pipeline. As the relationship progresses, update the deal to the next stage so your pipeline stays accurate and automations trigger at the right time.
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Speed-to-lead matters. Research shows that responding within 5 minutes increases the chance of connecting by 10x. Automated follow-up handles the first touch, but a personal reply seals the deal.

Managing contacts

Every person who interacts with your business gets a contact record. Each record includes:

  • Contact info. Name, email, phone, and any custom fields.
  • Activity timeline. Every interaction, email, call, and form submission in one place.
  • Tags and labels. Organize contacts by category, source, or status.
  • Notes. Add internal notes for context that only your team can see.

To add a contact manually, click the + button in the Contacts section and fill in their details.

Conversations

Messages from your connected channels feed into a unified inbox inside your CRM. Instead of jumping between your phone, email, and website, you can read and respond to everything from one place.

The channels connected to your inbox depend on your setup and may include website chat, SMS, email, and social messaging.

Tips for the inbox

  • Reply from the channel they used. If someone texts, reply via text. The CRM handles routing automatically.
  • Use templates. For common responses (pricing, hours, next steps), saved templates save time and keep messaging consistent.
  • Mark conversations. Use the status options (open, snoozed, closed) to keep your inbox organized.

Reporting

Your CRM tracks key metrics automatically:

  • Lead source breakdown. See where your leads are coming from (website, referral, social, etc.).
  • Pipeline value. Track the total value of deals at each stage.
  • Conversion rates. Understand how many leads move from one stage to the next.
  • Response time. Monitor how quickly leads are getting a reply.

If your plan includes reporting, you'll receive regular updates with these metrics. If you want to dig in yourself, the Reports section in your dashboard has everything.