The Leads board
Read the cards, move leads between stages, close them, decline them and undo a move
Path: Communication > Leads → Board
The Board shows one pipeline at a time: one column per open stage, and a Closings area with the Won and Lost stages. Pick the pipeline with the selector at the top left. See Lead pipelines.
The entry stage
One open stage of each pipeline carries the Entry badge. New leads land there by themselves; there is no separate incoming list and nothing to accept. How leads enter a pipeline explains who is added and when.
What a card shows
- the contact's name and channel;
- the pipeline's icon, when the pipeline has one;
- High interest, Medium interest or Went cold;
- the lead's owner, when it has one;
- a short line describing what the person wants;
- when the customer last wrote, and a mark when your team saved notes;
- Bot suggests → stage name, with Accept and Ignore, when the bot proposes a stage change;
- Looks like pipeline name, with Accept, Ignore and Why this pipeline?, when the bot thinks the lead belongs in another pipeline.
The two suggestion lines are explained in How the bot works a pipeline.
Move a lead
Drag a card from one open stage to another. You can move it to any stage, forward or backward; the limits on where a lead may go next apply only to the bot.
A lead you moved yourself is no longer moved automatically by the bot. From then on the bot only suggests changes for that lead, even when the pipeline is set to Move them automatically. The dashboard has no switch to turn automatic moves back on for that lead.
Close a lead as Won or Lost
The Closings area holds the Won and Lost stages. Drag a card onto one of them to close the lead. Select View leads on a closed stage to see the leads in it, and Hide leads to fold it again.
The bot never marks a lead as Won or Lost on its own. A lead reaches a Won stage only when someone drags it there, or through an automatic event such as a confirmed order on a pipeline whose Won stage is set to receive it.
Decline a lead
Cards on the entry stage have a menu with Decline lead. Use it for a contact that is not a lead at all.
- The lead leaves the board. The contact and the conversation are not deleted.
- It is never added again automatically, even if the customer later shows new interest.
- You can still put it on a stage yourself from the conversation in Messages.
- A decline cannot be undone from the lead's timeline.
Decline exists only on the entry stage. For a lead that was worked and did not buy, drag it to Lost instead.
The same menu shows Suggest follow-up on some cards. It is a writing aid for your team; opening it does not send anything to the customer.
Filters and the 50-card limit
- All channels or one channel.
- Owner: All owners, My leads, Unassigned, or one team member.
- Suggestions, with the number of pending suggestions, opens the list of Stage suggestions for this pipeline, each with its reason, its confidence, Accept and Ignore.
Each column shows at most the 50 contacts with the most recent activity. With All channels selected, the number in the column header is the full total; with one channel selected it counts only the loaded cards of that channel.
Open a lead
Select a card to open the lead. It shows:
- Contact and Customer data the bot gathered in the conversation, grouped as Contact, What they want and Details;
- Lead management: the Pipeline, the Stage and the Owner;
- any pending suggestion from the bot, with Accept and Ignore;
- the Timeline;
- Go to conversation, which opens the chat in a new tab.
Stage is a selector. It lists the open stages and, under Closed, the Won and Lost stages. When you have several pipelines it lists the stages of every pipeline, grouped by pipeline name, so this is how you move a lead to another pipeline by hand. No stage takes the lead off the board; it is then not added back automatically, and you return it by choosing a stage again.
Owner can be changed by an Administrator. See Results and lead owners.
The timeline and Undo
The timeline lists every change, newest first, with who made it — Bot, Person (with the team member's name) or System:
- Entered as a new lead in a stage, with the cause: the bot noticed buying interest, the conversation showed interest, the person wrote from an ad, commented on a post, or was added when the entry stage was turned on.
- Moved from one stage to another. Moves made by the bot include the Reason, the customer's words it relied on as Evidence, and its Confidence (low, medium or high).
- An order was confirmed or An appointment was booked, when an automatic event moved the lead.
- Suggestions the bot made and their status: Pending, Accepted, Rejected or Superseded, and who decided.
- Declined from a stage.
Undo appears on the most recent move only. It returns the lead to the stage it came from. Undo is not available when:
- the move is no longer the latest one, or the lead has already left the stage it was moved to;
- the move was already undone;
- the stage it came from was deleted;
- the entry is the lead's arrival on the board, or a decline.
After an Undo, the bot stops moving that lead automatically and only suggests, exactly as after you drag a card.
Stages and leads in Messages
A contact's profile in Messages shows the same information:
- Stage — the same selector as in the lead, including No stage. Choosing a stage for a contact that is not on the board puts it there.
- Open lead — opens the lead with its owner and timeline. It appears once the contact is on a stage.
- Came from an ad — when the person's first message came from one of your ads, with the ad's details.
The Messages list can be filtered by Pipeline and by Stage in that pipeline, under Filters.
Changes made on the Board, in a lead or in Messages show up in the other places and in your teammates' open sessions without reloading.
What does not change the bot
Moving, closing or declining a lead does not pause the bot and does not send anything to the customer. Turning Chat AI off for a conversation, and human takeover, work as described in Messages.