There's no separate Leads section in Run a Call. Everyone — from a new inbound call who hasn't booked yet to a long-time customer — lives in Customers. What changes is a single field on the customer record: lead_status.
The Customers page has a kanban view that shows customers grouped by lead_status. Drag a card from one column to the next to move someone forward.
The five lead_status columns
| Status | What it means |
|---|---|
| Lead | New inbound; no job yet. Booking forms, AI Receptionist, web form land here. |
| Prospect | Conversation started; qualified. |
| Quoted | They've received an estimate. |
| Customer | They've had at least one paid job. |
| Inactive | Lapsed customer or dead lead. |
The columns are the same record table — there's no separate "leads database." This means a customer's history (calls, jobs, estimates, equipment) stays attached as they move through statuses.
Where new customers land
| Source | Starting status |
|---|---|
| Booking form | lead_status: lead |
| AI Receptionist booking | lead_status: lead |
| Manual add by office | Office picks (usually Lead or Prospect) |
| Tech adds at door | lead_status: customer (they're paying you that day) |
Moving someone forward
Three ways:
- Drag the card on the kanban. Drop on the next column.
- Open the customer profile → click the Lead status dropdown → pick a new value.
- Bulk — Customers page → multi-select → Bulk actions → Set lead status.
"Convert lead to customer"
When a lead's first job is created or their first estimate is approved, the office (or an automation) moves them to Customer. There's a convert_to_customer action on the customer profile that:
- Sets
lead_status: customer. - Stamps
converted_atwith the current timestamp. - Logs the conversion in the activity timeline.
Follow-up tracking
Two fields on every customer support the lead workflow:
| Field | How it's set |
|---|---|
last_contacted_at | Set automatically when you log a call, send an estimate, or send a message. |
next_follow_up_date | Set by hand (or by automation) so the kanban surfaces follow-ups when they're due. |
Why one table
Customers and leads share contact info, address, tags, equipment, calls, and history. Keeping them in one table means none of that has to be migrated when someone converts — it's already there.