Capture and Organise CRM Leads

A lead is an enquiry that your team is still qualifying or progressing. Use CRM → Leads to keep source, ownership, stage and next action together.

Permission required

Owners have full CRM access. Managers and staff need the applicable Leads, Create leads, Update leads and log activity, Assign or reassign leads and Change open lead stage permissions. Location access limits the leads and owners available to them.

Add a lead

Capture a manual enquiry

1. Open CRM → Leads and select Add lead.
2. Enter the name and at least one useful contact method.
3. Choose the location, source and service or product interest.
4. Select an owner, priority and optional expected value.
5. Keep the starting stage or choose the open stage that reflects work already completed.
6. Add a first follow-up when the next commitment is known.
7. Review any possible duplicate, then save.

A matching phone number or email is a warning, not an automatic merge. Open the existing lead or customer first and create a separate enquiry only when the work is genuinely different.

Use List and Pipeline views

• List is the dense working view for search, columns and detailed filters.
• Pipeline groups open leads by your business’s configured active stages.
• Won and Lost use List view because they are outcomes, not active stages.

Filter by permitted location, owner, stage, source, priority, follow-up state, interest, activity dates or outcome dates. Save a useful filter as a personal view when you need to return to the same queue.

Move an open lead only to another active stage. Use the controlled Mark as won or Mark as lost actions for final outcomes so Yepsta can preserve the reason, linked work and pending follow-ups correctly.

Keep the record actionable

Open a lead to use the Lead Focus Workspace. Keep contact information current, assign one accountable owner, record the latest interaction and schedule the next dated action. Use WhatsApp, Email or Call quick actions only when the contact detail and your access support them.

Important information

Expected value is informational CRM context. Use Estimates, Invoices, Payments and financial reports for authoritative amounts.

Tip

If a lead has no owner or next action, it will surface in CRM Home attention queues. Resolve those gaps before adding more notes.

Related guides

• Understand CRM 2.0
• Configure pipeline stages
• Configure lead sources and automatic capture
• Work in the Lead Focus Workspace

Last reviewed: 1 September 2026