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Leads

Leads — pipeline and statuses

A kanban board of statuses to track each enquiry from first contact to booked or lost.

The lead pipeline is a kanban-style board with one column per status. Each lead sits in exactly one column; drag-and-drop moves it through stages. Default statuses cover most workflows — customise under Settings → Leads → Statuses.

Default statuses

  1. New — just landed. Owner hasn't reached out yet.
  2. Contacted — first attempt made (call, email, SMS).
  3. Quoted — you've quoted a price (booking-attached or standalone).
  4. Booked — converted into a customer + booking. Counts as Won.
  5. Lost — they went elsewhere or stopped responding. Counts as Lost.
  6. On hold — paused (typical: holiday, waiting for partner approval).

Customising statuses

Under Settings → Leads → Statuses you can:

  • Add / remove statuses
  • Reorder them (drag to set the kanban column order)
  • Recolour each status
  • Mark a status as Terminal Won (counts toward conversion rate) or Terminal Lost (counts toward loss rate). The "Booked" + "Lost" defaults are flagged this way; if you add custom statuses, set the right flag.

Auto-followup rules

Per-status SLAs prompt your team to follow up. Under Settings → Leads → Follow-up Rules:

  • "Notify owner if a lead has been in New for 24 hours without a status change."
  • "Auto-move a lead to Lost if it's been in Contacted for 14 days with no response."
  • "Send a reminder SMS to the customer if a Quoted lead has been idle for 5 days."

The reminders fire daily — check your timezone setting matches your business hours.

Bulk operations

The pipeline view supports multi-select:

  • Tick multiple leads → Move to another status
  • Tick multiple leads → Reassign owner
  • Tick multiple leads → Send SMS (one-to-many follow-up)
  • Tick multiple leads → Convert (creates customer + opens booking flow for each)

Reports

Reports → Leads Funnel breaks down:

  • Conversion rate per source (Phone vs Web vs Referral)
  • Average time-in-status (where do leads stall?)
  • Loss reasons (you can prompt for one when marking Lost)
  • Owner-by-owner stats (who closes the most? who's slowest at first contact?)

Useful for figuring out whether the top of your funnel is leaking, or your follow-up cadence is the bottleneck.