Converting a lead to a customer

"Converting" a lead means their status becomes Customer. Usually you don't have to do anything: Run a Call converts a lead the moment real work is booked. You can also move them yourself on the Pipeline.

Automatic conversion

Automatic changes only move a contact forward. A Customer is never moved back to Quoted because you send them another estimate.

Converting by hand

Use this when someone bought without a job in Run a Call yet — for example they signed up for a maintenance plan by phone.

Who can do this: owners, admins and dispatchers (anyone who can edit customers).

1. Click Pipeline in the sidebar, then Contacts.
2. Find the contact — type their name into Search contacts… if the board is busy.
3. Drag the card to the Customer column, or click the status pill on the card and pick Customer.

The usual path from lead to job

1. A lead comes in — booking page, call, or text. Status: Lead.
2. You talk to them and they're serious — move them to Prospect.
3. You create an estimate — they become Quoted automatically. See How to create and send an estimate.
4. They approve it — they become Customer automatically.
5. You create the job from the approved estimate. See Creating a job from an estimate.

Small repair calls often skip the estimate: book the job straight from the customer's profile with Book a job, and the lead becomes a customer right away.

Undoing a conversion

Contacts only move forward on their own: Customer can move to Inactive, and Inactive can go back to Lead or Prospect. If a contact was marked Customer by mistake, an owner or admin can pick the earlier column from the card's status pill and click Move anyway.

Seeing your conversion numbers

Reports → Lead Analytics shows your Conversion rate, Days to convert, and Conversion by source. See Tracking lead sources.

Related

• Working the Contacts board
• Understanding contacts: leads and customers
• Creating a job from an estimate
• How to create your first job