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Leads & Conversations

Track leads in the CRM pipeline

How CRM stages work and how leads move between them.

Last updated October 3, 2026

Overview

The CRM groups leads into stages: New, Engaged, Qualified, Booked, Won and Lost.

Leads move forward automatically as conversations progress, for example to Booked when a booking is made. When you change a stage yourself, your choice is kept and automatic moves stop for that lead.

You can also assign an owner, a value, tags and a follow up date to a lead.

Use the Lead InboxFind conversations, read lead details and reply to customers.Reply yourself and pause the assistantSend a manual reply and understand when the assistant pauses.Add private notes to a leadKeep internal notes on a lead that only your team can see.