Leads
A Lead is one customer’s interest your business should follow up: a request for a quote, a question your Agent couldn’t answer, or someone who wants a call back.
How Leads are made
Section titled “How Leads are made”- By your Agent, with the Capture leads Ability on, once it knows what the customer wants and has a phone number or email. On WhatsApp it already has the phone number.
- By a customer’s first-ever Booking with your Agent. That Lead starts as Won.
- By someone on your team, added by hand.
- When someone leaves their details in a chat on a Channel that isn’t live yet.
What a Lead shows
Section titled “What a Lead shows”- the customer’s name, phone and email
- which Agent and Channel it came from
- a one-line summary of what they want
- who is handling it
- the attempts made to reach them, notes and history.
Status
Section titled “Status”- Open: New, Trying to reach, or Interested.
- Closed: Won (they booked or bought), or Lost, with one reason: No response, Not interested, Too expensive, Chose someone else, or Not a real enquiry.
A Booking for a customer with an Open Lead marks the Lead Won. A Lost Lead opens again if the customer writes again.
Taking a Lead
Section titled “Taking a Lead”The Handler is the one person on your team working the Lead. Until someone takes it, or the customer books, its phone number and email are hidden. Once it’s taken, its Handler, Owners and Admins can see them. Making a Booking for the customer also takes the Lead.
Where to find them
Section titled “Where to find them”Go to the Leads page, or ask Kriya: “Any new leads today?”
An Owner can download the Leads as a spreadsheet file (CSV), with phone numbers, emails and summaries in full.
What a lead chat looks like
Section titled “What a lead chat looks like”Customer: Could you do 40 cupcakes for an office party on the 12th?
Agent: We’d love to. For a custom order the bakery will confirm the price and design with you directly. Could I take your name and a phone number or email, and what you’d like on them?
Customer: Sam, 07700 900123. Mixed flavours, with the company logo.
Agent: Thanks Sam. I’ve passed that on: 40 cupcakes, mixed flavours, company logo, for the 12th. Someone from the bakery will be in touch.
The owner sees a New Lead with that one-line summary and Sam’s number, ready when they open up.