CRM

Leads, the follow-up work they generate, and turning a qualified lead into a client. Intake forms capture a lead and can start a follow-up sequence on their own. The Follow-ups tab lists every lead being worked, one row each, with the next thing to do and when it is due. Leads nobody has contacted yet come first, newest arrival at the top, and are marked New; a lead stops counting as new the moment somebody tries it. Everything else owed comes next, soonest first. A lead owed several things the same day is still one row, with the rest counted beside it. Leads with nothing scheduled sit at the bottom rather than being left off, since a lead nobody is chasing is the thing most worth seeing.

Two starter sequences. A new company gets both, as something to edit rather than invent. No-show follow-up chases a lead who never booked, over five days counting forward from the day you start it. Before the call hangs off a booked meeting: it confirms the day before, reminds an hour before, and rings ten minutes after if they have not shown. Only the first is offered when adding a lead by hand, because the second needs a meeting to measure from.

Booking a meeting. A lead can set the time themselves through a public booking link, and it can also be typed onto the lead by hand for a meeting agreed on a call. Either way, if the company has written a sequence anchored to the appointment, the lead goes onto it, so steps measured in minutes before the call run on their own. Typing a meeting in emails the lead nothing, since the time was already agreed; booking through the link sends them an invitation. Clearing the field removes the meeting.

Your booking page. Settings, then Connections, then Booking page. Turn on Take bookings to get a link, then set a title, how long a call is, where it happens, and the hours you take calls each day. Free times are those hours minus anything on your connected calendars. Someone booking picks a time and gives their name, email, company, phone and a note. If their email matches a lead your company already has, the call goes on that lead rather than making a new one, and only the fields the lead is missing are filled in. The link can carry the advert that sent them: utm_campaign, utm_term and utm_content are saved as the lead's campaign, ad set and advert, and a link with no campaign can say which page it was on with from. The confirmation has a link where they can move or cancel the call.

Finding one lead. A search box above the board finds a lead by phone number, name, company or email. Part of a number works: an area code, the middle digits, or the last few off a missed call all match, however the number was typed and whether or not it carries a country code. The search deliberately includes leads that have been closed or marked do-not-contact, because the commonest reason to search is placing a missed call and that is the answer that matters most.

The board, and what moves a lead across it. Four columns. Prospect means nobody has tried them yet. Lead means somebody tried and nobody has spoken to them yet, which includes a lead who has written back but not been got on the phone. Connected means a conversation happened, so a call that was answered or a meeting that took place, whoever dialled. A reply or a read receipt is not a conversation. Those three move on their own as calls and emails are logged, so the board keeps itself up to date. Qualified is the one a person sets by dragging a card, because it means somebody decided the lead is worth pursuing and no logged call establishes that. Nothing automatic moves a lead past Connected, so a card dragged to Qualified stays there, and a lead that has been closed is never pulled back onto the board. Adding a lead does not ask for a stage: a new lead has had nothing tried, so it starts as a prospect.

A lead can only be handed to somebody marked as picking up leads, which is a checkbox on each person under Users and is separate from being able to open the CRM. The lead card shows the owner, lets an admin change it, and offers a Claim button to anyone who picks up leads and does not already own it.

Each source names who its leads go to, so a lead arriving through a form lands on a real person's follow-up day rather than belonging to nobody. It defaults to whoever created the source, and an owner who has left the company falls back to the creator.

A form can send an automatic reply the moment a lead arrives, written in the customer's own words with a subject of their own. It is edited on the source card in the CRM with a live preview of what the lead will receive, and it can use the same merge fields as a sequence step, so the reply can say the name they just typed into the form. A reply only goes out when the form carries wording for it and the company has a mailbox to send it through.

First email by advert. On the CRM page, under First email, an admin pairs advert names with an email step from one of their sequences, for example Static_3 or Claude_*, with a plain * last as the default. A new lead from an advert or a form, or one added by hand, then gets the first matching email within a few minutes. The wording is edited on the step in the sequence editor, and {trial_link} fills in a link to the register page. Each line starts switched off and does nothing until it is ticked On. Imported leads, leads already emailed (for example by a form's automatic reply), leads on a sequence that sends for itself, and addresses on the stop list get nothing.

Stopping a sequence asks why. The three answers are that you spoke to them, that it is not for now, or that they should not be contacted. Saying you spoke to them records a call and moves them to Connected. The first two then ask what happens next, which is optional, so a lead coming off a sequence does not silently end up with nothing planned. Somebody marked do-not-contact is never asked for a follow-up. However a sequence ends, the lead's history says which sequence it was and why it ended, and the lead keeps it as its past sequence.

A lead can be made dormant, which means finished with for now rather than unqualified or asked-not-to-be-contacted. Dormant leads leave the board and the follow-up day, keep the sequence they went through, and sit in the Removed tab with a one-click way back. The Follow-ups tab offers to make every lead whose sequence has finished dormant in one action, listing them by name first.

Sequences are built to send email on a schedule and to stop when a lead replies, converts, or asks not to be contacted.

The CRM is part of the Everything plan.