What a lead is, and when your agent saves one
Your agent saves a lead as soon as a customer shows interest, then adds to it as they say more.
Updated
A lead is a record of one interested customer, saved from a real conversation on WhatsApp, Instagram, Messenger or your website chat, for your team to follow up. Orders and bookings are records of their own: orders are on the Orders tab of Orders & leads, and bookings under Appointments. A lead never reserves a time and never becomes an order by itself.
Your agent, not the dashboard, saves leads. It follows the Lead details you choose on Orders & leads → Questions:
- As soon as an interested customer says what they want (a plan, product, service or appointment) or gives any detail you collect, your agent saves the lead, even with that one detail, and adds to it as they say more.
- It then asks for every detail marked Always ask that the lead still lacks. The lead never waits for them: a customer who leaves after saying what they want is still a lead, shown as "(no name)" until a name comes.
- Anything marked Note if mentioned is saved only if the customer brings it up.
- Every new lead is saved as new. Your team moves it on from there.
A customer who only asks a general, price or support question, such as "how much is delivery?", has a conversation in your Inbox but no lead.
Order details aren't lead details. When the customer orders, your agent asks your order questions and drafts an order, and the lead shows Order placed · Order #… (see Orders and leads).
If your agent recorded which conversation a lead came from, its card shows View chat, which opens that conversation in the Inbox. Leads never expire and are never removed automatically.