Lead Inbox, Response Workflow, and CRM Actions
Manage direct enquiries from first contact through completed outcomes using Leads, responses, assignments, and action tracking.
Guide Outcome
This guide covers lead intake, status flow, response channels, assignment, and review-request progression so no enquiry sits unmanaged.
- • Every enquiry is tracked through a consistent status model.
- • First-response and next-action behavior is visible and auditable.
- • Saved contacts and CRM queues support repeat-business follow-through.
Step-by-Step Workflow
Step 1
Capture and triage inbound enquiries
Leads arrive from the card or widget with message, contact details, and intake-mode context.
- • New lead appears in Leads with status new.
- • Lead includes channel-relevant contact fields.
- • Source context is available for follow-up decisions.
Step 2
Respond quickly with channel coverage
Use dashboard replies to communicate through SMS and/or email according to customer context.
- • First response timestamp updates when communication is sent.
- • Response history is visible on the lead record.
- • Status moves from new to contacted as workflow progresses.
Step 3
Set next actions and ownership
Set follow-up timing, assign owner, and add notes/photos so handoffs are clear and execution-ready.
- • Next action type is set (reply, follow_up, or review_request).
- • Lead assignment is explicit when team operations are active.
- • Job notes and photos are attached to the correct lead.
Step 4
Close outcome and continue relationship
Mark outcomes, trigger review workflow when eligible, and save key contacts for repeat business.
- • Outcome reflects real job result.
- • Review request status progresses when applicable.
- • Important customers are saved to Contacts for later recall.
Feature Reference
Lead Status Model
Leads use a compact status system designed for mobile-first field workflows.
- • Primary statuses are new, contacted, and completed.
- • Opportunity and outcome fields add conversion detail without clutter.
- • First-response metrics and SLA state support speed discipline.
Communication
One workspace handles customer replies and delivery-state tracking.
- • Dashboard reply flows support SMS and email channels.
- • Lead records retain channel-specific delivery state fields.
- • Manual lead creation supports phone or offline-origin jobs.
CRM and Actions
Leads are connected to next actions, recovery queues, and review momentum.
- • Next-action fields support reply, follow-up, and review-request logic.
- • Saved Contacts workspace stores high-value repeatable accounts.
- • CRM queue views prioritize now/today/later and recovery tasks.
Safety and Public Scope
Public docs describe product behavior and user workflows only.
Internal infrastructure, private APIs, credentials, and secret operations are intentionally excluded.
Sensitive and private tracking routes are configured no-index where applicable.
All feature descriptions in this docs cluster are tied to production code paths and current UI behavior.
Related Guides
Quotes, Invoices, and Calendar Workflow
Create branded quote and invoice PDFs, email documents to customers, and coordinate job schedules in one dashboard.
Open related guideAnalytics, Queues, and Operational Optimisation
Track lead flow, response performance, document outcomes, and action queues to improve conversion consistency.
Open related guideApply This Guide in Your Workspace
Use this workflow directly in your dashboard, then continue with the next guide to complete your full lead-to-job operating system.