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Leads & Pipeline

Every lead that contacts your business through SMS, Facebook, Instagram, or WhatsApp appears in your Lead Inbox. The AI automatically qualifies and categorizes each lead.

Lead Statuses​

Leads progress through a pipeline. Most status changes happen automatically — the AI handles it for you.

StatusBadge ColorWhat It Means
NEWTealLead just came in. AI will respond within 60 seconds.
CONTACTEDBlue (AI)AI is actively replying — first response sent, or a team member just handed the conversation back to it.
REPLIEDCyanThe lead has responded to the AI's message.
QUALIFIEDPurpleAI has determined this lead is interested and ready.
ASSIGNEDBlueA team member has claimed this lead (Assign to me / Assign to...). The AI is paused.
BOOKEDGreenLead has been booked for a job or appointment.
COMPLETEDGreenJob is done. Lead is closed successfully.
CLOSED (No Reply)GrayLead never responded after follow-ups.
CLOSED (Lost)RedLead chose a competitor or declined service.

Automatic vs Manual Status Changes​

  • Automatic: NEW to CONTACTED to REPLIED to QUALIFIED happens automatically via AI
  • Manual: You can change status using the dropdown in the chat header. Available options: CONTACTED, ASSIGNED, BOOKED, COMPLETED, CLOSED_LOST

Picking CONTACTED — labelled AI in the dropdown — hands the conversation back to the AI without reassigning it; whoever the lead was assigned to keeps it. See Taking over from the AI / Handing a lead back to the AI for every way to do both.

Lead Labels​

On top of the fixed statuses above, you can configure your own sub-labels for your business — see Setup → AI → Lead Labels in the dashboard. Once configured, they show up in three places in the inbox:

  • As the lead's badge — instead of the plain status ("Assigned"), you'll see your label ("Follow-up," "Booked," or whatever you named it), in the color you picked.
  • In the swipe action sheet — for an Assigned lead, a 🏷️ Status action lets you pick a label directly. Closing a lead as Lost or marking it Complete opens a label picker first if you've configured labels for that bucket, so you're recording why, not just changing status.
  • In the chat header's status dropdown — your labels appear as grouped options (Assigned / Lost / Won) alongside the plain status list.

If you haven't configured any labels for a bucket, none of this changes — leads just show their plain status like before.

Assigning Leads to a Team Member​

Every lead has an assignee — the team member responsible for it.

Assign to me​

Available to everyone. Swipe left on a lead (or tap the ⋮ menu) to open the action sheet, then tap 👤 Assign to me to claim it for yourself. This also pauses the AI on that conversation — see Taking over from the AI for the other ways to do that, and how to hand it back.

Assign to... (Owner/Admin only)​

Owners and Admins see 👥 Assign to... in that same action sheet instead of just "Assign to me" — tapping it opens a picker listing every Agent on the team, so you can hand a lead to whoever should own it rather than only yourself. Two ways to get there:

  • Swipe action sheet — swipe left on a lead (or tap ⋮), tap Assign to..., pick Myself or an agent.
  • Chat header — open the conversation, tap the status pill at the top, choose Assigned, and pick from the same picker.

Once assigned, the agent's name shows in three places: a small pill in the lead list row, next to the source/phone line in the chat header, and as a row in the lead detail panel's Info section.

:::info Agents only see their own leads If you're logged in as an Agent (not Owner/Admin), you only see leads that are assigned to you — see Team Management for the full breakdown of what each role can see. :::

You can also turn on Auto-Assignment so the AI assigns leads to your team automatically, round-robin — see Setup → AI in the dashboard.

:::info Assigned leads that go quiet eventually close If an assigned lead sits with no activity at all — no reply from the customer, no message from the agent — for 48 hours, it automatically closes as No Reply and the assigned agent gets a notification. This only applies once a lead is assigned; leads the AI is still actively working follow the separate follow-up sequence instead. :::

Temperature Badges​

Temperature shows how ready a lead is to buy. The AI assigns temperature automatically when qualifying leads.

TemperatureIconMeaning
HOTRed dotUrgent need. Mentions emergency, "ASAP", or immediate service required.
WARMOrange dotInterested. Asking about pricing, availability, or scheduling.
COLDGray dotLow engagement. Short replies or slow to respond.
PENDINGGray dotStill being evaluated by the AI.

"Your Turn" Badge​

A cyan 🔔 Your turn badge appears on a lead when it came in via Facebook Messenger or Instagram DM and has gone quiet outside Meta's 24-hour messaging window. Meta only allows the AI one automated follow-up inside that window — once it closes, Meta blocks any further automated message regardless of your Follow-Up Sequence settings. The badge means the AI has done everything it's allowed to do, and it's now on you (or your team) to reach out manually.

The badge clears itself automatically the moment the customer sends a new message — no action needed on your end to dismiss it. See Setup → AI → Follow-Up Sequence for the full explanation of the 24-hour Messenger/Instagram rule.

Lead Sources​

Each lead shows a colored dot indicating where it came from:

SourceColorChannel
SMSTealText message to your dedicated number
Facebook DMBlueFacebook Messenger direct message
Facebook FormBlueFacebook Lead Ad form submission
Instagram DMPinkInstagram direct message
WhatsAppTealWhatsApp message
Added by handPurple ✍️A lead you or a teammate added yourself — see below

Adding a Lead Yourself​

Not every customer comes through your business number. You might be chatting with someone on your own WhatsApp, taking a phone call, or meeting a customer in person. Add them to the inbox so the sale is tracked alongside everything else.

Available to everyone on the team.

  1. In the lead list, tap the + button next to the search bar.
  2. Enter the name and phone number (both required), pick where they came from (your own WhatsApp, phone call, walk-in, referral, or other), and optionally add what they need and a note (the note becomes the lead's first internal note).
  3. Tick This customer agreed to be contacted by text only if that's true — it's recorded on the lead.
  4. Owners and Admins can also choose which teammate the lead is assigned to. Everyone else adds leads to themselves.
  5. Tap Add lead. The lead opens, assigned to you (or your teammate) with the status Assigned.

How these leads behave​

  • LeadHub never messages them. There's no reply box on the lead (you can still add internal notes to keep the history), and the AI stays off for as long as the lead exists — it won't reply, follow up, or hand the lead over. You stay in touch from your own phone.
  • You keep the status up to date. Nothing changes the status except you: pick Booked, Completed, or Lost from the status pill at the top of the lead (or swipe the lead) as the sale moves along. An added lead is never auto-closed for being quiet, and it stays in your list as long as it's open, even past 30 days.
  • Scheduling still works. You can book an appointment on the lead like any other. No confirmation text is sent to the customer.
  • If they message your business number later, their message lands on this same lead (no duplicate), you get a Customer replied notification, and from then on you can reply from the app like any other conversation. The AI still stays off.
  • If a lead with that phone number is already open, LeadHub opens the existing lead instead of making a second one.

Filtering Leads​

Use the filter buttons below the search bar:

  • OPEN — Anything that needs a rep's attention and hasn't gotten it yet. This includes qualified leads waiting to be picked up and leads that are already assigned to someone but haven't been worked yet — an assigned lead stays in Open until the assigned rep engages, so nothing sits invisible just because it has an owner. Sorted with the most urgent (HOT, then WARM) leads on top, most recently queued first within each.
  • PENDING — Leads a rep has actually started working: a message sent since being assigned, a label applied (Follow-up, Booked, etc.), or a booked appointment. This tab was previously called Assigned — it's the same concept, just renamed to reflect that being assigned alone no longer moves a lead here.
  • ACTIVE — Leads the AI is still actively qualifying that nobody has claimed yet (NEW, CONTACTED, REPLIED).
  • ALL — Every lead in your account.
  • CLOSED — Completed, booked-and-finished, or lost leads.

Each filter shows a count badge so you can see at a glance how many leads are in each category.

Filtering by assignee (Owner/Admin only)​

Owners and Admins see a small filter icon next to the search bar. Tap it to narrow the list down to one specific team member's leads — including your own — instead of seeing everyone's mixed together. Pick All to clear it. It works together with the OPEN/PENDING/ACTIVE/ALL/CLOSED filters above rather than replacing them, so you can view, say, just the Pending tab filtered to one agent. A colored dot appears on the filter icon whenever a specific person is selected, so it's easy to notice a filter is active. Agents don't see this control — they only ever see their own leads regardless.

Filtering by status or label​

Under the tabs there's a row of chips, one for each status and each label your business uses — for example Assigned 8, Booked 5, Follow-up 3, Lost 7 — with the number of leads in each.

  • Tap a chip to see only those leads; tap it again to clear it. Picking a chip replaces the tab above it, and tapping a tab clears the chip.
  • The chips use your own labels, in the colors you chose in the dashboard. A label chip is a finer slice of the same leads, so a lead labelled Follow-up also counts in its plain status chip. If you add, rename, or delete a label in the dashboard, the chips update within a few minutes (or when you reopen the app).
  • The chip counts follow the search box and, for Owners and Admins, the assignee filter — so picking one agent shows that agent's own numbers.
  • Counts cover the leads the app loads: the last 30 days, plus any lead you added yourself that's still open.
  • ⏱ Longest first sorts the list so the leads that have been in their current status the longest come first — handy for spotting leads that have gone quiet.

Time in Status and Status History​

Every lead row shows how long it has been in its current status, next to the status badge — for example 2h, 3d, or 2w. The number turns amber after 3 days and red after 7 days, so a lead that's been sitting stands out. Completed and Lost leads don't show a timer.

Open a lead's ⓘ details to see the full Status history: every change of status or label, newest first, with:

  • what it changed from and to (using your own label names),
  • who made the change — a team member's name, or Automatic when the AI, a customer reply, or the system changed it,
  • the date and time, and how long the lead spent in the status it just left.

At the top, a large timer shows how long the lead has been in its current status.

:::note History started on October 8, 2026 Leads that were already in your inbox before then have no history yet, and no timer, until their status or label changes next. From that point on they work like any other lead. Deleting a label doesn't reset any lead's timer, and entries keep the label name as it was when the change happened. :::

Searching Leads​

The search bar at the top searches across:

  • Lead name
  • Phone number
  • Email address
  • Service requested
  • Last message content

Search is case-insensitive and updates results as you type.

Monthly Lead Usage​

At the bottom of the leads list, you'll see a progress bar showing how many leads you've used this month vs your plan limit:

  • Starter: 150 leads/month
  • Growth: 500 leads/month
  • Pro: 2,000 leads/month

The bar turns yellow at 70% and red at 90%. Tap it to see detailed stats in Settings.

Pipeline Progress​

In the lead detail panel (tap the info icon), you'll see a visual pipeline showing the lead's journey:

NEW → CONTACTED → REPLIED → QUALIFIED → ASSIGNED → BOOKED

Each stage shows as a dot — green for current, lighter for completed, gray for upcoming. The current stage pulses to draw attention.

Follow-Ups​

The AI automatically schedules follow-up messages for leads that don't respond:

  • First follow-up: Sent after a configurable period (default 48 hours)
  • Second follow-up: Sent after a longer period (default 5 days)
  • Auto-close: Leads that never respond are automatically closed

You can view and cancel pending follow-ups in the lead detail panel under the "Follow-ups" section.