> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bridgepointhq.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Triaging Leads

> Work through incoming leads from the Leads inbox — review the details, check them against existing clients, keep triage notes, and convert or reject each lead.

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.

<Note>
  Viewing leads, adding triage notes, and running the duplicate check all require
  permission to view leads. See [Roles & Permissions](/roles-permissions) for how
  access is assigned.
</Note>

## 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.

## Reviewing a lead

The detail view lays out everything captured for the lead:

| Field        | What it shows                                                          |
| ------------ | ---------------------------------------------------------------------- |
| **Phone**    | The applicant's phone number                                           |
| **Email**    | The applicant's email address                                          |
| **Language** | The applicant's preferred language                                     |
| **Programs** | The programs the applicant is interested in                            |
| **Message**  | Any free-text message the applicant included (shown only when present) |

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.

## 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.

<Info>
  The duplicate check uses the same fuzzy name-and-phone matching as the client
  intake flow, and is limited to your own office.
</Info>

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Open a match to compare">
    Click any match to open that client's record and confirm the details.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Tip>
  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.
</Tip>

## 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.

### Add a triage note

<Steps>
  <Step title="Write the note">
    Type into the **Add a note…** box in the Journey section.
  </Step>

  <Step title="Save it">
    Click **Add note**. The note appears in the Journey with your name and the
    time you added it.
  </Step>
</Steps>

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.

<Note>
  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.
</Note>

## 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.