The add-on Leads gathers every incoming inquiry in one list: website forms, email, calls, chat messages and exports from other systems. Each new lead is handed to the right salesperson, gets a first-response deadline and a potential score, and — once the person is ready to buy — turns into a contact, a company and a deal in one operation.
Why you need it
Inquiries usually arrive in different places: one by email, another through a form on the site, a third by phone, a fourth as a messenger message. While they are being brought together, some have already gone cold and some are lost in someone else’s mailbox. And all of them look alike, although behind one stands a big customer and behind another a curious visitor.
The add-on closes both gaps. Every inquiry lands in one list with a clear owner, and each one shows whether you answered within the deadline. The potential score tells you who to call first instead of “whoever is at the top of the list”. The first-response clock runs from the moment the person sent the request, not from the moment someone noticed it. The result: fewer lost inquiries, and the team’s time spent where the money is.
What it does
- One intake for every channel. Website forms, email, the keyed public address, the call and chat webhook and imports all create leads through the same intake, so every card looks the same and carries the same history: channel, source, campaign, UTM tags, landing page and the time the person actually submitted.
- A public form page. A form definition renders as a plain page a visitor can open without logging in. It captures UTM tags, click and client ids and the referrer by default; required fields are checked on the server as well as in the browser; a failed submission re-renders the page with the errors marked and every value kept. You can limit the form to the hosts allowed to embed it.
- Keyed public intake addresses. Partners, ad platforms and your own systems can post to their own address with a key. The key can be replaced, each address has its own payload size and hourly rate limits, and an unknown key answers a generic 404 — indistinguishable from a missing page. The anonymous surface accepts inquiries only, never client-base records, and the submitter’s address is stored only as a hash.
- A repeat never makes a second card. Before routing, the product asks “who is this”: a repeat from a known email or phone attaches to the same lead as a fresh touch and the repeat counter grows. That is how replies in an email thread work — a continuation of the conversation, not a new customer. Only an explicit “create always” overrides this.
- The owner is mandatory. Routing tries the matched record’s owner first, then your ordered assignment rules — round robin, least busy, random, one specific person, the record’s owner or a weighted rotation — with each person’s schedule window and open-lead capacity taken into account, then a fallback chain. Every decision is journaled, a preview answers “who would own this?” without writing anything, and a lead that lands on the system fallback raises an alert: a lead without an owner is a fault, not a normal state.
- Scoring that explains itself. Points come from clear rules: a phone number is a plus, the visitor came from search is a plus, and each rule’s evidence can fade over its own decay window. The breakdown is visible on the lead, so you can see exactly how the score was built. Thresholds only mark a lead hot or warm — they never move it to another status on their own.
- First-response deadlines. A policy sets the deadline by which a person must get an answer, and the clock runs from the submission time, not from when the lead was noticed. An overdue lead climbs a ladder: a reminder first, then the manager, with optional reassignment. The first live outbound human touch — a call, an email, a chat message — stops the clock once and for all; auto-replies, inbound mail, internal notes, meetings and tasks never do.
- Calls and chats through one address. Telephony, call-tracking and chat services post call and chat events to one universal address. A missed call from an unknown number becomes a lead with a callback task for its owner; a call from a number a client already holds lands on that client’s card instead of creating a new one.
- Conversion into a customer. A qualified lead becomes a contact and a company in one operation, and the whole history moves across with it — nothing has to be re-created. Within 48 hours the conversion can be undone. If Deals is switched on, a deal is born in the same operation, and if any part of the conversion is invalid the whole thing rolls back.
- Sources, first touch and last touch. Sources are a registry, and a lead whose source is not registered is refused by name. Every lead keeps its first touch — the set it was born with, never rewritten by later repeats — and its last touch, so source reports do not drift over time. Reports cover sources and days, with CSV export.
- Nurture sequences. A series of steps walks a gone-quiet lead forward: a task to call, a day later an email, a week later another call. Enrollment is deliberate — one lead or a filtered group, after a zero-write preview — and a client’s reply, an unsubscribe or a won deal stops the series on its own. A lead with no linked person is skipped rather than mailed as a bare address.
- Call lists and target lists. A call list is the working queue for the day: take the next record, note the outcome of the conversation, move on. A target list is a reusable selection for a campaign or a sequence, with exclusions by address and domain so an audience never quietly contains the wrong people.
- Outbound webhooks and a complete journal. Your own systems can subscribe to lead events and receive signed notifications; a failed delivery is retried on schedule and set aside when the attempts run out. The bodies carry ids and hints only — never the record, so nothing personal rides out to receivers. And every submission, accepted or refused, is journaled with its reason.
How it relates to other add-ons
Leads has no required add-ons: it switches on by itself and works even when nothing else is connected. The deal step of the conversion appears when Deals is switched on — without it the lead still becomes a contact and a company, and the deal step is simply skipped. The site chat adds one more channel through the same intake, so chat inquiries arrive with the same card and the same rules. Switching Leads off is safe: the data stays in place, but new inquiries stop landing in the CRM.
Honest limits
- There is no dialer: people call, the CRM keeps the record. There are no separate connectors for each telephone provider either — one universal address is what a provider posts a call to.
- Call recordings are not downloaded: only the link to the recording and the facts of the conversation are kept. An outcome never changes the lead’s status by itself — qualifying or disqualifying is always a person’s reasoned decision.
- Score thresholds never move a lead to another status and never close it; they only hint at priority.
- Speed-to-lead reports use the median, the P90 and the share of inquiries left unanswered — never the average, which hides the failures.
- The public form cannot accept fields that are not on the intake address’s allowed list: a stranger cannot write anything they like into an inquiry.
- There are no ready-made connectors to the lead forms of ad platforms and social networks — only the keyed intake address, which any platform can post to.
- Auto-replies, inbound mail, internal notes, meetings and tasks never close the first-response deadline; otherwise the clock would burn down by itself.
- Junk leads are purged and lost leads archived by their retention windows; deleting a person’s data on request is a separate task, not part of this add-on.
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