Managing Leads

The Leads page tracks every potential customer from first contact to closed deal. Open the Manage section in the admin sidebar, then click Leads to see your full lead list.

Pipeline Summary Cards

Eight status cards sit at the top of the page. Each card shows the number of leads in that stage:

Click any card to filter the table to that status.

Stale Lead Detection

Leads that go more than seven days without an update get flagged automatically. A warning badge appears on the lead row. This keeps leads from falling through the cracks.

Check for stale leads daily. Either update them with a note or move them to Lost if they are no longer viable.

Pipeline Value

The pipeline value is the sum of estimated dollar amounts for all open leads. It appears near the top of the page and updates in real time as you add or close leads.

Creating a Lead

1. Click the Create Lead button.
2. Search for an existing customer if this is a returning account, or click Create New Customer if they are not in the CRM yet. The inline new-customer option appears only for roles that can manage client records.
3. If you are creating a new customer inline, enter at least the customer's Name. Email and Phone are optional, and CE Pro creates the customer record automatically when you save the lead.
4. Select a Lead Source from the dropdown.
5. Type the Service Address. Google Places autocomplete will help, and you can click a suggestion directly without relying on keyboard navigation. The lead window stays open so you can finish the other fields.
6. If the selected customer already has saved properties, pick the right Saved Property before you continue. When there is only one saved property, CE Pro now auto-selects it for you.
7. Add any Notes about the inquiry.
8. Assign a Rep from the dropdown if you want to route this lead to a specific salesperson.
9. Optionally, add an appointment date, time window, and appointment type.
10. Click Create Lead.

Lead Table

The table opens with 25 leads per page. Use Rows per page below the table to switch between 25, 50, and 100, then use Previous and Next to move through the filtered results. Selecting all applies to the leads visible on the current page.

The table displays all your leads with these columns:

In the mobile app, the same information is reorganized into compact cards. The customer name and value stay readable even when an imported lead number is long; the identifier moves into secondary metadata instead of squeezing the identity or amount. Address, city, source, assignment, and engagement details appear only when they exist on the live record.

Updating Lead Status

Each lead row has a Status dropdown. Click it and select the new stage. The change saves immediately and updates the pipeline summary cards.

Editing Lead Details

Open any lead to update the record directly from the lead detail page.

In the mobile app, the lead detail page groups calling and record actions, customer information, estimates and payments, recent messages, and notes into labeled sections. A compact progress strip at the top uses the active subscriber workspace's configured pipeline names, colors, and order. Each tenant therefore sees its own sales process rather than a fixed five-stage tracker.

• Change the Status without returning to the list view
• Reassign the Assigned Rep to any active owner, manager, or sales rep
• Update the Lead Source from the shared dropdown, or create a new lead source inline
• Fix the service address, city, state, ZIP, and property square footage
• Edit the linked customer's name, email, and phone from the same screen
• Tap the Appointment card on the same page to change the date or time, or

switch the lead back to Unscheduled

• Assign leads to a salesperson. Truck and crew assignment begins on the job,

not the lead.

On the web, one compact Lead & customer editor now keeps the fields used most often together:

• customer name, email, and phone
• status, assigned sales rep, and lead source
• service address, city, state, ZIP, and property square footage
• internal lead notes

Change any of those fields, then select Save changes once to commit the record. The page keeps the scheduled appointment and linked estimates in compact side-by-side sections, with tasks and activity immediately below the editor. Summary, shared tags, and deposit or payment information stay in the right rail instead of becoming additional full-width pages.

If the lead is already linked to a client record, CE Pro asks whether you also want to update that linked client. This keeps lead-side property edits separate from the core client record until the office confirms the sync.

The lead detail page also includes a shared Tags card. Saving tags there updates the linked client record so the same labels stay available in lead, estimate, job, and invoice filters. Teammates with view-only access see the saved lead, tags, estimates, appointment, tasks, and activity without edit, scheduling, payment, or delete controls.

Create an Estimate from a Lead

Use the New Estimate action on the lead detail page when you want to quote directly from that opportunity.

CE Pro first opens the estimate-type chooser, then carries the linked client, assigned rep, lead source, service address, ZIP, and saved property square footage into the selected builder. This prevents a lead from defaulting to a Residential estimate when the work is Commercial, Fleet, Asphalt, Holiday Lights, or a Generic Quote.

On mobile, selecting the type opens that builder immediately. It does not send the rep to the general Estimates tab first. Commercial, Fleet, and Holiday Lights also preserve the lead and property prefill when their first builder step loads.

The originating lead ID remains part of the draft and is validated against the active subscriber workspace when the estimate is saved. Residential, Commercial, Fleet, Asphalt, Holiday Lights, and Generic estimates created this way appear back on the same lead; they do not become detached estimates in the general list.

When no estimate exists, the mobile Estimate tab shows one clear empty state and one Choose estimate type button. It does not render a second card that could be mistaken for an existing estimate.

That estimate draft also autosaves while the office works through the wizard, so lead-launched quotes no longer depend on a manual save before the customer and pricing changes stick.

Appointment Notifications

When you schedule or reschedule a lead appointment from the lead detail page, CE Pro now emails the customer automatically if that lead's client record has an email address on file.

• The confirmation includes the appointment date, time window, appointment type, address, and any notes you entered
• If there is no customer email saved on the client, the appointment is still booked, but no confirmation email is sent
• Customers can reply directly to the email and the reply routes back into your org inbox

After the customer uses the secure confirmation link or replies CONFIRM by text, CE Pro shows a green check and CONFIRMED beside the appointment on the Leads list and in the lead detail header. Rescheduling clears the previous confirmation, so the indicator always describes the current appointment.

Customer Self-Booking

Residential and commercial leads can schedule their own appointment from a secure link in an automation email or text. The standard 20-point booking campaign includes this link in every customer-facing message.

• The customer sees only open times inside the hours configured under

Settings > Portal > Lead Appointment Booking

• CE Pro checks lead, estimate, and job appointments before showing a time
• An active assigned rep keeps the appointment when available; unassigned leads

are routed to an available sales rep, manager, or owner

• Booking updates the lead to Appointment Scheduled and sends the normal

confirmation email

• A database reservation prevents two customers from taking the same rep's time
• Signed links are lead-specific and do not require a customer login

Use [lead.booking_link] in a custom lead automation when you want to add the same scheduling action outside the standard campaign.

Deposits and Early Payments

When a lead has an accepted estimate, the lead detail page shows a Deposit & Payments card. Use it to:

• Collect a deposit before the job is created
• Record cash, check, bank transfer, or other offline tender
• Charge a keyed card through Stripe
• Create a Stripe pay link for online payment
• Split an early payment across multiple methods

Example: if a customer wants to pay half by card and half by cash before scheduling, enter the first amount, save it, then add the second payment. The lead and linked estimate stay in sync automatically.

Lost Reason Tracking

When you change a lead's status to Lost, a dialog appears. Select a reason from the dropdown:

• Price too high
• Chose competitor
• No response
• Not ready
• Out of service area
• Other

Add optional notes for context. Click Confirm to save.

Tracking lost reasons helps you spot patterns. If most lost leads cite price, you may need to revisit your pricing strategy.

Lead Detail Navigation

The lead detail page includes direct links back to the related customer record.

• The header now includes Back to Client whenever the lead is linked to a standalone client.
• If that client belongs to a grouped company account, the same header also shows Back to Account.
• The customer card still includes View Client and View Account actions deeper on the page.

Deleting Leads

The lead detail page includes a muted Delete Lead action at the bottom of the record.

• Owners and managers can delete any lead in their organization.
• Sales reps can delete only leads assigned to them.
• Crew leads and technicians cannot delete leads.

If the lead already has linked estimates, CE Pro blocks the delete and tells you to remove those estimates first.

Search

The search bar at the top of the table works across multiple fields. Search by:

• Lead number
• Address
• City
• Client name

Results filter in real time as you type.

The leads toolbar also includes a shared date-range picker. Use it to keep the list on a recent preset or set exact start and end dates when you only want leads created inside a specific follow-up window.

Mobile lead filters

On mobile, open Filters on the Leads page to narrow the loaded lead list by:

• Job type — select one or more requested services or customer types.
• Salesperson — select one or more assigned teammates, or Unassigned. Sales representatives remain limited to their own authorized leads, so this section is hidden for that role.
• Last activity — choose 0–7 days, 8–30 days, or 31+ days. Age measures time since the latest recorded lead or customer activity, not the appointment date.
• Customer tags — select one or more tags from the shared CRM client tags.

The filter sheet keeps each control in a compact dropdown that is collapsed by default and summarizes its current selections. Tap a dropdown to show only that filter's choices. Opening another dropdown collapses the previous one, and its selections remain in place when you switch sections or reopen it.

Selections inside Job type, Salesperson, and Customer tags match any selected option. Different sections combine, so a lead must satisfy every active section. The existing search and status filters also stay active. The filter button shows the active selection count; use Clear all to remove the advanced selections while keeping the current search and status filter.

Tags

The leads list now uses a shared Filter by tag dropdown instead of showing every tag as a long row of chips.

• Click Filter by tag to open the searchable tag list
• Select one or more tags to narrow the lead list
• Tags are color coded so the same labels are easy to spot across leads, jobs, estimates, and invoices
• If the tag does not exist yet, type its name in the dropdown and click Create new

The tag filter works off the same client tag labels used across the rest of the CRM.

Tips

• Act on new leads fast. Leads contacted within the first hour convert at much higher rates.
• Pick a saved property when a client has multiple locations. If the client profile already has addresses saved, the lead dialog lets you choose the right property before scheduling the appointment, and a lone saved property now auto-fills itself.
• Use the inline new-customer path for brand-new inquiries when your role can manage clients. You no longer need to leave the lead dialog just to create the customer first.
• Use stale lead alerts. Do not let leads sit for more than a week without a touchpoint.
• Track lost reasons consistently. The data is only useful if your team fills it in every time.