Leads
Track and manage incoming leads, review conversation status, and add customers to automated outreach sequences.
The Leads section gives you a focused view of customers who have expressed interest but have not yet booked an appointment. It lets your team monitor lead status, review conversations, and take action on contacts who need follow-up.
Overview
A lead is created whenever a customer makes an enquiry — whether through a web form, ADF email from a listing site, or a direct inbound message. The Leads view shows all leads for your dealership in a filterable table with quick access to each customer's conversation history.
Leads List
The main view is a paginated table with one row per lead. Each row shows:
| Column | Description |
|---|---|
| Customer | Name and contact information |
| Channel | How the lead arrived (SMS, email, WebChat, ADF, etc.) |
| Date | When the lead was first received |
| Status | Current state of the lead (new, in-progress, converted, closed) |
| Last message | Preview of the most recent message in the conversation |
Filtering by Date Range
Use the Start Date and End Date pickers at the top of the page to narrow results to a specific period. This is useful for reviewing leads received during a particular campaign or promotional event.
Viewing a Lead's Conversation
Click any lead row to open the Chat Panel on the right side of the screen. The chat panel shows the full conversation thread and lets you:
- Read all messages exchanged with the customer
- Send a manual message directly to the customer
- Review notes and contact details
Adding a Lead to a Sequence
If a lead has not yet received automated follow-up, you can enrol them in a Reach sequence manually:
Leads who have opted out of SMS or email communications will not receive sequence messages, regardless of manual enrolment.
Lead Statuses
| Status | Meaning |
|---|---|
| New | Lead received, AI has responded, awaiting customer reply |
| In progress | Active conversation underway |
| Converted | Lead has booked an appointment |
| Closed | Lead was resolved without conversion (declined, no response, etc.) |
Relationship with Appointments
When an AI agent books an appointment during a lead conversation, the lead status automatically updates to Converted and the appointment appears in the Appointments calendar.