Overview
Manage all leads, from creation to conversion into opportunities or jobs, in one centralized workspace. This enables you to maintain a clean and organized pipeline, eliminating duplicate efforts.
Who uses this feature
Administrators, managers, sales managers, and customer service representatives (CSRs)
Primarily benefits Commercial Service and Replacement business types
Applies to all trades
Feature configuration
This feature is currently in Private Preview and available for specific accounts. It is subject to change. If you want to enable this feature for your account, join the waitlist here.
Things to Know
The Leads screen shows all leads forwarded from Calls
> Booking, Follow Up
> Leads, and those that are manually created.
Step 1. Create a lead
Go to the navigation bar and click CRM > Leads.
On the Leads screen, click Create Lead.
On the Create Lead drawer that opens, fill out the following fields:
Tip: You can create a lead with minimal information, a name, and at least one contact method (phone or email) is required.
Lead Name: Enter a unique name.
Contact Methods: Select between contact types, phone or email.
Add Contact Method: Add additional contact information.
Communication Preferences: Indicates how the customer prefers to receive communications. These preferences are stored for reference and help guide future outreach.
Transactional Opt In: Select the box to receive appointment reminders and job updates.
Marketing Opt In: Select the box to receive promotional communications such as newsletters.
Address Details
Address: Enter address.
City: Enter a city.
State: Select a state.
ZIP / Postal Code: Enter a zip code.
Country: Select a country.
Lead Summary
Owner: Assign an employee from the list.
Status: Select a status, New or Nurture.
Job Type: Select a job type from the list.
Business Unit: Select a BU from the list.
Priority: Select priority level, such as Low, Normal, High, or Urgent.
Requested Job Start Date: Enter a date you expect to start a job.
Estimated Start Time: Enter or select a start time.
Estimated End Time: Enter or select an end time.
Tags: Select a tag from the list.
Summary: Enter a summary of the lead.
When finished, click Save.
Step 2. Nurture a lead
Start following up and qualifying a lead by moving it to the Nurture stage.
Click the lead to open it.
On the Lead drawer, click Nurture.
On the Lead drawer, you can:
Click Add Task to add to-dos to the lead.
Click Add Note or Log Activity to add notes to the lead. This helps your team stay aligned, maintain a clean pipeline, and prevent duplicate outreach or overlapping follow-ups.
Tip: Make inline edits directly within the Lead drawer by hovering over a field and selecting the Edit icon.
Step 3a. Convert a lead
After the lead gets qualified, you can:
Convert it to Opportunity (create a new customer).
Convert a lead to Opportunity
Click the lead to open it.
On the Lead drawer, click Convert/Dismiss and select Convert to Opportunity.
On the pop-up that opens, enter the following information:
Customer Type: Select Residential or Commercial to set the property type.
Account Manager: From the dropdown, select an employee who is assigned ownership for the customer record.
Address Info: Include the street number and name, City, State, Country, Zip / Postal Code, and, if applicable, the apartment, unit, or suite number.
Note: If the address populates for validation, select it from the Suggested Address dropdown to validate it. If it doesn't populate, manually enter it.
Time Zone: Select a time zone from the dropdown.
Service Location: Select the box if the Service Location is the same as Customer Billing Address. If they're different, enter the Customer Name, Billing address, and Contact methods of the party who will be financially responsible for services.
Contact: Add contact methods.
New Contact: Add a new contact method, such as Phone, Mobile, Email, etc. Add memos if needed.
Note: You should have at least one entry here. Click Delete to remove a contact method, or click Add Contact Method to add another one.
Existing Contact: Search and select existing contacts.
No Contact: Select this if you don't have contact info and skip this step.
Rate Sheet: Select if you'd prefer to Use Default Rate Sheet for Customer Type, or Select custom rate sheet, if you'd set client-specific rates for the customer.
Invoice & Statement Delivery: Select if the customer gets Email and/or Mail invoice statements.
When finished, click Convert to Opportunity.
The Lead successfully converted to opportunity message appears, letting you know that the customer and location records are created and the lead is moved to the Opportunities page.
Click View Opportunity to view and continue its management.
Convert a lead to Job
Click the lead to open it.
On the Lead drawer, click Convert/Dismiss and select Convert to Job.
On the pop-up that opens, you fill out the information in 2 stages:
Customer, Location, Contact, and Payment Details: follow the steps A-H for converting a lead to opportunity.
When finished, click Create and Proceed. You'll start the next stage.
Job Details:
Job Type: Select a job type from the dropdown.
Business Unit: Select a BU from the dropdown.
Marketing Campaign: Select a campaign from the dropdown.
Priority: Select the level of priority that identifies the urgency of a job, such as Low, Normal, High, or Urgent.
Start Date: Select a start date for the job.
Enter the Estimated Start Time and Estimated End Time for the job.
Summary: Enter a short description or additional information if needed.
Tags: Select a tag from the dropdown.
Send booking confirmation: Select the box if you want the customer to receive confirmation notification.
Require customer signature on invoices for this job: Select the box if the customer signature is required to complete the job.
When finished, click Convert to Job.
The lead successfully converted to job pop-up appears to let you know that the job is created. Click View Job to open the job in a new tab.
Step 3b. Dismiss a lead
Click the lead to open it.
On the Lead drawer, click Convert/Dismiss and select Dismiss Lead.
On the pop-up that opens, select a Dismissal Reason from a dropdown.
Add additional comments if needed.
When finished, click Dismiss Lead.
