Leads CRM
Everyone who writes to you becomes a contact, scored automatically by purchase intent. Filter, search and act on them.
The Leads space is your CRM. Everyone who writes to you becomes a contact, scored automatically according to their purchase intent.
Filter and act
The views on the left filter by status. Search accepts a name, email, phone number or company.
Two further filters are worth knowing: All Sources, which filters by the channel the contact came from, and Phone collected, which isolates the contacts you can actually call. The PHONE COLLECTED column shows the date the number was captured, or an em dash when it was not, and the phone-collected sub-label appears under the contact's name. View conversation on each row takes you straight back to the exchange.
Lead analytics
The Stats link opens the analytics: total leads, conversion rate from New to Converted, average conversion time, total revenue, the breakdown by status and by source, and acquisition and conversion over time. A PDF export is available.
Phone collection
The Phone collection panel tells you whether conversations are becoming call opportunities:
- Phones collected counts the contacts who gave a number during the selected period.
- Collection rate shows the share of contacts over that period who gave one.
- Converted from collected shows how many of those contacts later placed an order, with the percentage alongside it.
Conversations are not the only source. A comment rule with Save phone numbers left in comments switched on writes the number straight onto the lead with the same phone-collected tag, filed under the post it came from — so these totals can move without a single new chat.
The daily stacked bars split each day into Converted and Not converted yet. The Cumulative line shows the running total. Turn Include converted clients on or off to add or remove already-converted contacts from the calculation. Leads whose number was collected before collection dates were recorded are included in the totals but do not appear in the daily bars.
FAQ and troubleshooting
Do I have to move leads through the lifecycle by hand?
Almost never. The status updates automatically as the conversation develops. The one exception is the final step to Customer, which is deliberately manual — see Lead scoring.
A contact has no phone number
Use the Phone collected filter to separate contacts you can reach from those you cannot, then see the Phone collection section for the capture totals and rate. Whether a number is captured depends on the channel and on what the customer shared.
How do I know if my agent is asking for the number?
Check the Collection rate in the Phone collection section. It shows the share of contacts who gave a number during the selected period. To make the request explicit, add the instruction in Agent behavior.
Where do the leads come from?
Every conversation, on every connected channel. Connect more channels and the CRM fills from more places — see Messaging channels.
What's next?
Understand what each status means and how the agent assigns it.