Watch: converting a lead
Swipe the screen to move between steps.
Where leads come from
A lead is created each time someone sends the contact form on the website. Sales team members, operations managers and Super Admins are all notified of each new enquiry.
The Leads inbox is in the sales console: Leads in the sidebar on the web, or More, then Leads, in the app. The admin console has no Leads page, so operations managers and Super Admins pass enquiries to the sales team.
The inbox
- Name and email, Company and Message, as the visitor wrote them.
- Status: New, Contacted, Qualified or Closed. Filter by status at the top.
- Received: when the enquiry arrived.
A lead's status can't be changed by hand. It becomes Qualified when you convert it.
Convert a lead
- Contact the person first, by phone or email, to confirm they want a service.
- Select Convert on the lead. It is offered unless the lead is already Qualified or Closed.
- Check Company name, Contact name, Email and Phone, which are filled in from the enquiry. The enquiry message is shown for reference.
- Add the address: Address line, City and Region. VAT number is optional.
- Select Convert to client.
What happens next
The client account is created at the Contacted stage with you as account manager, the lead becomes Qualified, and the new client's page opens. From there, select Edit to add the tax and national address details, and send a portal invite when the client is ready.
Tips
- Convert only real prospects. Spam and enquiries you can't help with simply stay in the inbox.
- Ask for the VAT number while you have the client on the phone; tax invoices need it later.
Frequently asked questions
- Why is there no Convert button on a lead?
- The lead is Qualified, which means it was already converted, or it is Closed.
- Can I mark a lead as Contacted or Closed?
- No. Lead statuses can't be changed by hand today. Converting a lead is the only thing that changes its status.
- I'm an operations manager. Where do I see leads?
- You are notified of each enquiry, but the Leads inbox is only in the sales console. Ask the sales team to follow it up, or create the client yourself from Clients.
- Who becomes the account manager?
- The person who converts the lead. The new client then appears in their Clients list and Pipeline.
Still stuck?
Our team can look at your request or account with you.