Statuses
| Status | Colour | Meaning |
|---|---|---|
| New | Grey | Default for every lead. Nobody has moved it yet. |
| Processing | Amber | Someone is working it. |
| Converted | Green | Became a customer. The conversion date is recorded automatically. |
Sources
| Shown as | Created when |
|---|---|
| Facebook Lead Ads | A lead form on an ad is submitted and you subscribe to that page. |
| Facebook Messenger | A message arrives on a connected Facebook page. |
| A direct message arrives on a connected Instagram account. | |
| A message arrives on a WhatsApp number connected by QR code. | |
| WABA | A message arrives on a WhatsApp Business Cloud API number. |
| Telegram | A message arrives on a connected Telegram bot. |
| Line | A message arrives on a connected LINE official account. |
| Chat Widget | A visitor starts a chat on your website. |
| Manual Upload | You added the lead by hand or uploaded a file. |
Fields on a lead
| Group | Fields |
|---|---|
| Identity | Name, Phone, WhatsApp Username (stored without the @), Email, Customer Code, Birthday. Channel identifiers such as the Facebook ID, WABA business-scoped ID and Zalo user ID are kept so the right conversation opens. |
| Ownership | Owner, up to five assignees with who assigned them and when, Assigned By, Assigned Date, Admins. |
| Organisation | Labels, Tags, Folders, Type (My Lead or Assigned). |
| Attribution | Source, Page, Form, Campaign, and the raw form answers (Field Data) for Facebook leads. |
| History | Remarks, the action timeline, Last Action, Created, Last Updated, Converted date, attachments. |
| Lead quality | Score, category, confidence (Low, Medium, High), trend (Increasing, Stable, Decreasing), the signals found, message count, recommended action and when it was last updated. |
Lead quality bands and signals
Score runs from 1 to 10 and is always clamped to that range. New leads start at 3, category Cold, confidence Low, trend Stable. Only the customer's inbound messages change it.
| Band | Category | Recommended action |
|---|---|---|
| 9 to 10 | Hot | Call now. |
| 7 to 8.9 | Warm | Push to appointment. |
| 5 to 6.9 | Mid | Let AI nurture. |
| 3 to 4.9 | Cold | Drip follow-ups. |
| 1 to 2.9 | Dead | Archive. |
Positive signals
| Signal | Weight | Triggered by |
|---|---|---|
| Question asked | +1 | The customer asked a real question about what you sell. |
| Price inquiry | +2 | Asked about price, fees or payment. |
| Viewing request | +3 | Asked to view, visit, try or book. |
| Urgency | +2 | Wants it soon: this week, urgent, ASAP. |
| Personal context | +2 | Shared their situation: family, moving, budget. |
| Fast reply | +0.5 | Replied within 5 minutes. |
| Mentions loan | +2 | Talked about financing or a loan. |
| Mentions spouse | +2 | Involving a partner in the decision. |
| Investment | +1 | Framed the purchase as an investment. |
| Asks rebate | +2 | Asked about discounts or rebates. |
| Asks developer | +1 | Asked who the developer or supplier is. |
Negative signals
| Signal | Weight | Triggered by |
|---|---|---|
| No reply 24h | −1 | Went quiet for a day after your message. |
| No reply 48h+ | −2 | Quiet for two days or more. |
| Short reply | −0.5 | One-word answers. |
| Delayed reply | −1 | Took a long time to answer. |
| Just looking | −1.5 | Said they are only browsing. |
| Ghosted | −3 | Was high intent, then silent for more than 48 hours. |
| Promo | −2 | The lead is advertising their own business. |
| Off-topic | −0.5 to −1.5 | Messages unrelated to your business, escalating each time. |
Media, voice notes and documents are logged with no score change. Greetings, thanks and emoji-only messages are noise and neither help nor hurt.
Lead permissions
When you share your leads source, each teammate gets a subset of these five:
| Permission | Allows |
|---|---|
| view | Seeing your leads in their leads list. |
| export | Downloading them. |
| assign | Assigning and unassigning agents. |
| edit | Changing fields, status, labels and remarks. |
| delete | Deleting. In practice still limited to leads the person owns. |