Handle Leads

Find, claim, follow up, return, close, transfer, or convert leads in Console, and handle expiry reminders.

Prerequisites

Entry: Console → Marketing → Lead List.

flowchart TD
    A[View Lead] --> C[Claim Lead]
    C --> D[In Progress]
    D --> E{Outcome}
    E -->|Continue follow-up| D
    E -->|Close lead| F[Closed]
    E -->|Convert lead| G[Closed Won]
    E -->|Return lead| L[Pending Claim]
    E -->|Transfer lead| H[Transferred]

    H --> I[Received by other property]
    I --> A

Leads with no updates for more than 7 days that are not yet closed or converted are automatically marked as expired.

Steps

Find leads

Use any of the following:

Filter by status: use tabs at the top (All / Pending Claim / In Progress / Transferred Leads / Closed / Closed Won).

Search: search by date, owner, source, guest name, or phone number at the top of the page.

Sort: click column headers to sort by move-in date or creation time.

The lead list has status tabs and search at the top; column headers are sortable.

View lead details

Click a customer name in the lead list to open the lead detail page.

The detail page shows full lead information and Follow-up Records.

Before the lead is closed or converted, you can edit contact info, stay info, additional info, and follow-up records at any time.

Claim a lead

On the lead detail page, click Claim Lead.

After claiming, lead status becomes In Progress.

After claiming, the detail page shows actions available in In Progress status.

If Claim Lead for Myself was checked when creating the lead, it is automatically claimed by you.

Add follow-up records

Open the lead detail page.

Click Add Record.

Select record type:

Communication Record: log communication with the guest
In-person Appointment: schedule a tour or meeting

Fill in the required information and click Confirm.

The add record dialog first selects type, then content; the primary button is Confirm.

In-person appointments appear in the Appointment Calendar.

View and edit follow-up records

All follow-up records appear under Follow-up Records:

Communication records can be edited directly
In-person appointments can be edited, cancelled, or marked complete (cannot be edited after cancel or complete)

Complete an in-person appointment

After the tour, click Complete on the appointment record.

Fill in the required information in the dialog:

Enter the actual room number toured
Optionally check Create Vacant Cleaning

Click Confirm.

The complete appointment dialog accepts a room number and optional vacant cleaning; the primary button is Confirm.

If the room needs cleaning after the tour, check Create Vacant Cleaning and the system creates a vacant cleaning task automatically.

Return a lead

If you no longer want to follow up, click Return Lead. The lead returns to Pending Claim for others to claim; previous follow-up records are kept.

Close a lead

When the customer clearly does not want to proceed, click Close Lead.

Fill in closure information in the dialog:

Close Reason: required
Notes: optional

Click Confirm; lead status becomes Closed.

The close lead dialog requires a close reason; the primary button is Confirm.

Transfer a lead

If the customer is interested in another property:

Click Transfer Lead.

Select the receiving property and click Confirm.

After confirmation, the lead is transferred to the other property.

Convert a lead

When the customer decides to book, click Convert Lead.

The system pre-fills lead information in the new reservation dialog.

Adjust or supplement reservation details as needed.

Click Create & View Reservation.

After creation, the lead becomes Closed Won and the detail page shows related reservations.

After conversion, the detail page shows Closed Won status and linked reservation entry points.

If the reservation is later cancelled, the lead returns to In Progress.

Expired lead reminders

The list page shows a special icon for expired leads.
Every day at 9:00 AM, the system emails the claim owner.

Result

After claiming: In Progress. After return: Pending Claim. After close: Closed. After convert: Closed Won. After transfer: handled by the receiving property.