Lead management

Leads can originate from forms, events, referrals, outbound work, partners or content campaigns. Each capture retains its source identity, actual arrival time, company and contact details, campaign context and selling entity. Configured imports and connections must be verified during implementation before their events drive operating work.

A repeated form submission or provider event returns its existing capture result. Conflicting details go through review instead of silently creating another person. An enquiry may remain in the unassigned intake queue while an eligible owner or missing routing information is resolved. That queue remains visible to Marketing Manager and Sales Ops.

The score gives the rep a reason to prioritize a conversation. Individual signals retain their origin, occurrence, points and scoring-policy version, including negative contributions and expiry. The displayed score stays within the defined range of zero to one hundred.

Repeated callbacks cannot award the same signal again. Expired or reversed signals leave the current calculation while their history remains available. Provider-reported opens are observations with their source attached; qualification still requires the rep’s decision. A high score does not grant permission to contact someone whose preferences prohibit the channel.

Assignment follows reviewed rules within the selling entity. Named-account ownership takes precedence, followed by an explicit campaign rule, then territory, geography or industry, and finally the approved fallback, unless the approved policy specifies another order. Rules use the actual captured or reviewed inputs and an eligible active rep pool.

Round-robin selection records which rule and position produced the assignment. Concurrent arrivals advance that position once for each assignment. Missing eligibility leaves an explicit intake exception rather than selecting an inactive user or an arbitrary person.

Sales Ops prepares routing changes and realignments; an independent Sales Manager authorizes the affected commercial assignment scope. Each applied change records the previous and new owner. Moving open work preserves the ownership and credit already captured for historical deals and forecasts.

My Leads helps Sales Rep work assigned enquiries through New and Working. Calls, meetings and tasks retain their owner, schedule and actual outcome. The rep records the next action and checks the prospect’s need, account relationship and available evidence before deciding Qualified or Disqualified. Disqualification retains a reason.

Qualification is a recorded sales decision. Conversion then matches or creates the account and contact, and creates an opportunity when the agreed scope warrants one. Qualified and Converted remain distinguishable, so reporting can explain both the decision and the resulting records.

Conversion retains the exact account, contact and optional opportunity returned by that action. Retrying it returns those same results. Duplicate review can reuse an existing relationship without losing the original enquiry, campaign membership or activities.

Communication restrictions follow the canonical recipient through conversion and later merges. A new contact record, changed owner or fresh campaign list cannot clear an existing restriction. Every proposed follow-up checks the permitted channel and purpose again when it is sent.

Lead Funnel uses actual capture, qualification and conversion evidence for its cohorts and elapsed times. Reopened or corrected work retains the earlier decision history so a current status edit cannot manufacture another new lead or conversion.