Leads
A Lead is a potential customer at the beginning of the sales process. Leads help you record contact details, assign follow-up work, and decide whether a prospect should become an Opportunity.
Leads can come from sales prospecting or inquiries through the company's communication channels. They can be entered manually or generated through channels configured in the CRM.
In this guide
General workflow
- Open CRM → Sales → Leads.
- Create a Lead or review one generated through a configured channel.
- Assign a salesperson and enter the available contact and company details.
- Follow up through the Lead's record and Chatter.
- Convert a qualified Lead to an Opportunity, or mark it as lost.
View the Leads list
Go to CRM → Sales → Leads to see the registered Leads. From this list, you can search, filter, organize, and open records.
Figure 1. Leads list
Use views and list tools
Choose a view
Views display Leads according to their assignment or status.
Figure 2. Leads views
| View | Leads shown |
|---|---|
| All | All registered Leads. |
| My Activities | Leads with activities assigned to you. |
| Unassigned | Leads without an assigned salesperson. |
| Lost | Leads marked as lost. |
| Followed | Leads you follow. |
| Archived | Archived Leads. |
Use the Action Group (⋮) menu in the upper-right corner of the list to configure views. Select Reset to restore the default configuration.
Figure 3. View configuration menu
Each view also has its own actions.
Figure 4. View actions
| Action | Result |
|---|---|
| Apply View | Applies the selected view to the list. |
| Remove from Favorites | Removes the view from Favorites. |
| Set as Default | Opens the module with this view by default. |
Use the list tools
The list provides tools for locating and organizing Leads.
Figure 5. List tools
| Tool | What it does |
|---|---|
| Group By | Groups Leads by available criteria, such as salesperson, sales team, priority, company, or tags. |
| Search | Finds a Lead by name. |
| Filters | Shows only Leads matching selected conditions. Select Apply Filters to use them. |
| Column Manager | Selects and rearranges visible fields. Select Apply Columns to save the display. |
Create a Lead
Leads can be created automatically through configured CRM channels, such as email or WhatsApp. To create one manually:
- Go to CRM → Sales → Leads.
- Select New Lead.
- Complete the applicable sections of the form.
- Select Create to save the record.
Complete the Lead form
General
Use General to enter the Lead's main details and assign follow-up responsibility.
Figure 6. General Lead information
| Field | What it defines |
|---|---|
| Probability | Estimated likelihood of converting the Lead to an Opportunity. |
| Due Date | Target date for follow-up. |
| Title | Name identifying the Lead. |
| Assigned Salesperson | User responsible for follow-up. |
| Contact | Existing contact associated with the Lead. |
| Contact Name | Name of the contact. |
| Contact Email | Contact email address. |
| Contact Phone | Contact phone number. |
| Tags | Labels used to classify and find the Lead. |
| Priority | Priority level for follow-up. |
When you select an existing contact, some fields are filled with its previously registered information.
Additional Information: Company Information
Enter the company and location associated with the Lead.
Figure 7. Company Information
| Field | What it defines |
|---|---|
| Company | Company associated with the Lead. |
| Street | Main street address. |
| Street 2 | Additional address information. |
| City | City. |
| Postal Code | Postal code. |
| Country | Country. |
| Province / State | Province or state. |
Additional Information: Contact Information
Add the contact's role and website.
Figure 8. Contact Information
| Field | What it defines |
|---|---|
| Job Position | Contact's role or function. |
| Contact Website | Website associated with the contact or company. |
Additional Information: Ownership
Use Ownership to assign the Lead internally.
Figure 9. Ownership
| Field | What it defines |
|---|---|
| Company | Internal company associated with the record. |
| Sales Team | Team responsible for the Lead. |
Notes
Use Notes to add observations or other details relevant to follow-up.
Figure 10. Lead notes
Save the Lead
| Action | Result |
|---|---|
| Create | Saves the Lead and closes the form. |
| Create and Create Another | Saves the Lead and opens a new form. |
| Cancel | Closes the form without saving. |
Manage a Lead
Open a Lead from the list or use its Action Group (⋮) menu at the end of the row.
Figure 11. Lead actions menu
View a Lead
Select View to review its general details, additional information, and notes. From the detail view, you can continue the sales process or record follow-up activity.
Figure 12. Lead detail actions
Convert a Lead to an Opportunity
When a Lead has been qualified, select Convert to Opportunity. The system asks you to confirm the conversion.
Figure 13. Conversion confirmation
Select Confirm to convert the Lead or Cancel to keep it as a Lead. After conversion, the record moves to the Opportunities list.
Mark a Lead as lost
Select Mark as Lost when the Lead will not continue in the sales process. Choose a Lost Reason and, if needed, enter a Loss Description with additional details.
Figure 14. Lost Lead form
Lost Reason is required; Loss Description provides optional context. The available reasons are configured in CRM → Configurations → Lost Reasons.
Select Submit to mark the Lead as lost or Cancel to leave it unchanged. Lost Leads remain available in the Lost view and can be restored when needed.
Follow up in Chatter
Use the Lead's Chatter to keep communication, notes, and activities connected to its record.
Figure 15. Lead Chatter
The available actions are Send Message, Log Note, and Schedule Activity. See the Chatter and My Schedule guides for their full workflows.
Edit a Lead
Select Edit to update the Lead's information. Select Save Changes to keep the updates or Cancel to discard them.
Delete or restore a Lead
Select Delete to remove the Lead from the main list. It remains available in Archived, where you can use its Action Group menu or Bulk Actions to:
- Restore: Return the Lead to the main list.
- Delete Permanently: Remove the Lead from the system permanently.
A Lead deleted with Delete Permanently cannot be recovered.