Update a lead’s stage or status
Each of a lead’s services has its own stage and status. If a lead has multiple services, each service can be in a different stage.
Select Sales in the left navigation menu.
Click the lead’s row to show their services, then select the service you want to update. You can also open the lead’s profile, select the Services tab, and open the service.
Select the button showing the service’s current stage and status.
Choose a stage:
Under Sales: Opportunity, Qualification, Development, or Decision.
Under Clients: Enrollment, Active, Transition, or Paused.
Archived appears separately below the client stages.
If the stage has custom statuses, select a status from the submenu.
If the stage has no custom statuses, select the stage itself. The service moves to that stage without a status.
If the lead has no services yet, add one from their Services tab first.
What happens at Enrollment
Moving a service to Enrollment or a later client stage makes the lead a client. They appear in the Clients area, and the service stays on their record.
Before a lead can become a client, their profile must include a first name, last name, and full address: Address Line 1, City, State, and ZIP. If your agency requires a referral source, the lead must also have one.
If the client has another service still in a sales stage, they also remain in Sales with an Active badge until that service moves out of the sales stages.
Mark a lead lost or restore it
If a lead is no longer interested:
Open the lead’s profile.
Select Mark Lost in the More menu.
Choose a Reason.
Select Mark Lost to confirm.
All of the lead’s services move to Lost. Lost leads are hidden from the Sales table by default. To see them, select Filters > Leads > Lost Leads or All Leads.
Important: Marking a lead lost permanently deletes any future shifts on their services. Restoring the lead later does not restore those shifts.
To reopen a lost lead, open their profile and select Restore in the actions menu.
Sales troubleshooting
“Converting this lead to a client requires…” message
The lead’s profile is missing information needed to become a client. The message lists what you need to add: first name, last name, full address, or referral source.
Update the lead’s profile, then try changing the service’s stage again.
The stage and status button is unavailable
The service’s Workspace Service may be archived. If so, the button is unavailable. Hover over it to see Workspace service is archived.
To restore the Workspace Service:
Go to Settings > Workspace Services.
Open the archived service.
Select Restore.
Return to the lead’s service. The stage and status button should now be available.
A lead disappeared from Sales
They may have become a client. Check the Clients area.
They may have been marked lost, or all their services may have been archived. Select Filters > Leads > Lost Leads or All Leads.
You may be viewing My Leads, which only shows leads where you are the Primary Manager. Select the Leads tab to see every lead in the workspace.
My Leads is empty
My Leads only shows leads where you are the Primary Manager. Ask to be assigned as a lead’s Primary Manager, or select the Leads tab to see all leads in the workspace.
A stage has no statuses
Statuses are optional. You can move a service to a stage even if that stage has no statuses.
To add a status, go to Settings > Lifecycles > Services. Find the stage and select Add Status. The new status is available right away in the stage and status menu and the Sales filters.
A lead shows “No matching services”
The lead has services, but the Services filter is hiding them. By default, only prospective services appear.
Select Filters > Services > All Services to see all of the lead’s services.
The table shows too many or too few leads
Stage tiles and filters work together to control which leads appear. Check the selected stage tiles, the filters in the toolbar, and whether you are viewing My Leads or Leads.
To remove filters:
Select a selected stage tile again to clear it.
Select Clear within an individual filter.
Select Clear All Filters in the toolbar to clear all filters.
Search does not return the expected lead
Search only checks the lead’s first name, last name, or preferred name. It does not search services, statuses, managers, or referral sources.
Also check the Leads filter to make sure it is not hiding lost leads.
Primary and Secondary Manager filters are missing
Manager filters appear after at least one manager has been assigned in the workspace. Once a manager is assigned, the filters are available in the Sales toolbar.