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The Leads inbox is where your team works through incoming leads. Each lead holds the prospective client’s contact details, the programs they are interested in, and an optional message. From here you review a lead, check whether that person is already in your system, keep a running set of triage notes, and then either convert the lead into a client record or reject it.
Viewing leads, adding triage notes, and running the duplicate check all require permission to view leads. See Roles & Permissions for how access is assigned.

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Finding a lead

The lead list runs down the left side of the inbox. Use the status tabs above the list to narrow it to the leads you want to work — for example only the Pending leads still awaiting a decision, or the Converted and Rejected leads for reference. Each lead in the list shows, at a glance:
  • The applicant’s name
  • The lead’s current status
  • The programs the applicant is interested in
  • How long ago the lead was submitted
Click a lead to open its full detail on the right.

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Reviewing a lead

The detail view lays out everything captured for the lead: The header shows the applicant’s name and the date and time the lead was submitted, alongside a status badge. Once a lead has been acted on, the detail view also reflects the outcome: a converted lead links to the client record it became, and a rejected lead shows the rejection reason.

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Checking for existing clients

Before converting a lead, check whether that person already has a record so you don’t create a duplicate. On a pending lead, a Check duplicates button appears next to the status badge. If any possible matches are found, a small count badge on the button tells you how many.
The duplicate check uses the same fuzzy name-and-phone matching as the client intake flow, and is limited to your own office.
1

Open the duplicate check

Click Check duplicates. If nothing matches, you’ll see No possible duplicates found. Otherwise you get a list of possible existing clients.
2

Review each possible match

Each match shows the client’s name, mobile phone, and date of birth so you can tell whether it is really the same person.
3

Open a match to compare

Click any match to open that client’s record and confirm the details.
4

Clear matches you've reviewed

If the listed matches are not the same person, click Clear all. Cleared matches drop out of both the count and the list, so the button stops flagging leads you’ve already checked.
Clearing matches doesn’t switch the check off. If a genuinely new possible duplicate appears later, it still surfaces on the button — only the matches you already reviewed stay hidden.

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The Journey — notes and activity

Every lead has a Journey section that brings the lead’s history into one place. It merges the triage notes your team adds with the lead’s own status changes — when it was received, converted, or rejected — into a single time-ordered list.

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Add a triage note

1

Write the note

Type into the Add a note… box in the Journey section.
2

Save it

Click Add note. The note appears in the Journey with your name and the time you added it.
Use notes to record anything the next person triaging the lead should know — who you spoke to, what the applicant asked for, or why you’re leaning toward converting or rejecting.
When you convert a lead into a client, its triage notes are copied onto the new client record (each prefixed with [From lead triage]), so the history you built up while triaging carries over and isn’t lost.

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Converting or rejecting a lead

A pending lead shows two actions at the bottom of the detail view:
  • Convert to client — turns the lead into a client record. Its triage notes are carried over to the new client (see above), and the lead is marked converted with a link to the client record it became.
  • Reject — opens a dialog to record why the lead won’t move forward. The reason you enter is then shown on the rejected lead’s detail view.