Leads: Create, Follow Up, and Convert ÔÇö Step-by-Step Guide

Leads: Create, Follow Up & Convert

The Leads module is your first touchpoint for every potential client. Use it to capture prospect details from any source, nurture relationships through structured follow-up, and convert qualified leads into active client records without losing any data. This guide covers the complete lead lifecycle from initial capture through to a converted customer.

1. Creating a New Lead

Navigate to Leads in the main menu and click the New Lead button. A creation form will open. Fill in every available field accurately as this data flows directly into the client record on conversion.

1. Contact Name & Company: Enter the decision-maker's full name and, if applicable, their company or organisation name. Avoid abbreviations to ensure searchability later.
2. Phone & Email: Provide the primary contact number in international format where possible (e.g. +44 7xxx xxxxxx) and a valid email address. Both are needed for communication and deduplication.
3. Lead Source: Select the acquisition source from the dropdown (e.g. Website Form, Referral, Social Media, Chatbot). Accurate source tracking feeds directly into pipeline and ROI reports.
4. Status: Set the initial status — typically New or Contacted depending on your workflow. Status drives pipeline views and automation triggers.
5. Assigned Owner: Assign the lead to the staff member responsible for follow-up. This person will receive notifications for new activity and approaching follow-up dates.
6. Next Follow-Up Date: Set the date by which this lead must be contacted or reviewed. Overdue follow-ups are flagged in the dashboard so nothing falls through the cracks.
7. Initial Notes: Add any qualifying context gathered at the point of capture — budget range, timeline, service interest, or how the prospect described their need. This saves re-asking questions on first call.
8. Click Save. Verify the new lead appears in the Leads list view and pipeline board.

2. Managing the Follow-Up Workflow

Consistent follow-up is the difference between a lost lead and a converted client. Every interaction should be logged so any team member can pick up context instantly.

1. Open the lead profile and review the timeline of prior communications before making contact. Never ask a client to repeat information they have already provided.
2. Log each interaction: After every call, message, or meeting, use the Add Note or Add Activity action to record what was discussed, decisions made, and any commitments given. Include the channel used (phone, WhatsApp, email).
3. Update the status: Move the lead status forward after each meaningful step — from New to Contacted, then to Qualified, Proposal Sent, etc. Stale statuses mislead pipeline reports.
4. Create tasks and reminders: Use the Tasks panel on the lead profile to create a follow-up task with a due date. This ensures a reminder appears in the responsible staff member's task list on the correct day.
5. Send communications: Use the SMS or email shortcut directly from the lead profile to send templated or custom messages. All sent communications are automatically logged to the timeline.
6. Re-qualify regularly: If a lead goes cold for more than two follow-up cycles, update the status to Cold or Unresponsive and schedule a re-engagement task for a future date rather than leaving it in an active status.

3. Converting a Lead to a Client

When a lead is ready to become a paying client, use the built-in conversion feature to carry all profile data across without re-entry. This ensures no contact details, notes, or activity history are lost.

1. Review data completeness: Before converting, check that the lead has a valid email, phone number, and company name (if applicable). Missing fields will need to be filled in the client profile later and may cause issues with invoicing.
2. Click Convert to Customer: From the lead profile, locate and click the Convert to Customer button (usually in the top action bar). A confirmation dialog will appear showing the data that will be carried over.
3. Verify the generated client record: After conversion, you are redirected to the new client profile. Confirm that company name, billing email, phone, and address fields are populated correctly. Add any missing billing information (currency, tax ID) at this stage.
4. Link first activity: Create the first invoice, proposal, or appointment directly from the new client profile to establish the relationship in the system. This also confirms the conversion was successful end-to-end.
5. Archive the lead record: The original lead record will be marked as converted. It remains in the leads list for reporting purposes — do not delete it, as it contributes to source attribution and pipeline analytics.

Common Issues

Related Articles

• Clients: Profile, Contacts & Billing Setup
• Invoices: Create, Send & Track
• Intake Forms: Build, Publish & QA
• Workflow: Lead Intake & Conversion Process
• Communications: Templates & Follow-Ups