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Leads, contacts & customers

Capture and work leads in the CRM: add, import or discover leads, catch duplicates, start orders and invoices, score and route them, and convert to customers.

13 min read · Last updated 2026-10-21

Sales → Contacts is your lead workspace: every prospect, filterable and searchable, with status tabs (All, New, Contacted, Qualified, Converted, Lost) showing live org-wide counts. Filters, search, and sorting live in the URL, so any view is shareable — and you can save favorites with Saved Views. Each row's actions can call, WhatsApp, Send SMS or email the lead. Converted leads become records in Sales → Customers. To find brand-new businesses to sell to, use Find Leads — see lead discovery; to open an opportunity, New Deal starts a deal.

Add a lead

1. Open the form. Click Add Lead. The Create New Lead panel slides in with sections for Personal Info, Company, Location, Details, Sales Intelligence, and Additional Information (your org's custom fields).
2. Fill the essentials. Only First Name is required, plus at least an email or a phone number — without one the form shows “Please provide at least an email address or phone number.” Any custom field your admin marked Required must be filled too. Status starts at New and Source at Website; change them if you know better.
3. Add sales intelligence (optional). Fields like Budget Range, Authority Contact, Need Summary, Expected Close Date and Deal Value enrich the lead — pipeline exit rules can require them before a deal moves on, so filling them early pays off.
4. Create. Click Create Lead. The lead appears in the table with its lead number (see below). If an open lead already has the same email and phone, LogAI stops you with a duplicate warning instead of creating a second copy. Closing the panel after you've typed something asks “Discard this lead?” first; Clear Form empties it.

Import and export

• Import — click Import and upload a .csv, .xlsx, or .xls file. Column headers are matched flexibly (name/first_name, email/e-mail, phone/mobile, company/organization, and so on). Each row needs a name plus an email or phone; invalid rows and duplicates of existing leads are skipped and reported individually with created/skipped/failed counts. There's no file-size or row-count cap.
• Export — click Export to download leads-YYYY-MM-DD.csv. With rows selected it exports exactly those (selection persists across pages); otherwise it exports every lead matching your current filters, not just the visible page.

How LogAI spots duplicates

Phone numbers and emails are compared in a normalized form, so formatting differences don't hide a duplicate:

• Adding, editing or importing a lead — blocked (or skipped, for imports) when an open lead already has the same email and the same phone. Leads that are Converted or Lost don't block a new one.
• Lead discovery — stricter: a business is treated as already yours if its phone, email, website domain or company name matches any lead (in every status) or customer, so Find Leads only brings you new businesses and never charges for one you have.

Leads you didn't type in: Leads also arrive on their own: from forms (source Form), booking pages, online store sign-ups and guest checkouts (source E-commerce), and when you invite an outside guest by email to a calendar event — if no lead has that email yet, one is created with the source Meeting. Suppliers you add as a new contact in Catalog → Purchases appear here as leads too and count toward your contact limit.

Lead and customer numbers

Every lead gets a readable number like LD-00042 and every customer one like CUS-00017, assigned in sequence per organization. Lead numbers show at the top of the lead details sidebar (with a copy button) and in the hover card; customer numbers show in the Customers list and the customer details. You can search for a lead or customer by its number. Admins can change the prefix, padding and starting number under Settings → General — see record numbering.

Work leads in bulk

Tick row checkboxes and a floating bar appears: Email (bulk email with your templates), WhatsApp (broadcast an approved template — or plain text, which only reaches people who messaged you in the last 24 hours — via the WhatsApp integration; leads without a valid number are skipped and you get a per-recipient delivery report), Assign (pick a teammate), Status (set any of the five statuses), Enrich (AI enrichment), Export, and Delete. Assign and Status need edit access and Delete needs delete access, so you only see what your role allows. Actions run per lead, and partial failures are reported — “Updated X leads, Y failed.”

The lead details sidebar

Click any lead to open its side panel. The top bar shows the lead number with a copy button, a Saving… / Saved note while your edits go through, the lead's position in the list with previous and next arrows, Open full view, and close (Esc). Press J for the next lead and K for the previous one — they step through the rows on your current page. A link to a single lead (?leadId=) opens it even when it isn't on the page you're looking at.

• Who they are — the contact's name with the company under it (or the company as the title, with Add contact name, when there's no contact name), the Hot / Warm / Cold category, when the lead was added and last touched, and up to three attention signals such as 3d overdue, 12d untouched, Closes in 5d or No email. Email and phone are edited in place and can be copied.
• Quick actions — Call, Email, WhatsApp and Note. Call dials the number from your device, Email opens the composer and WhatsApp opens your WhatsApp inbox. Call and WhatsApp need a phone number and Email needs an address; a greyed-out button tells you what to add. Note jumps to the note box.
• Status, Score, Value, Owner — change status, value and owner right there. Score reads Strong (75 and up), Fair (50–74), Weak (1–49) or Unscored; hover it for the 0–100 figure.

Below that, three tabs:

• Details — About (industry, source, website), Address, your organization's Custom fields, Qualification (budget range, decision maker, need, expected close, deal value, product, contract details, payment terms, competitor and loss reason, with a meter showing how many are filled — it stays collapsed until one is), and Background for free-form notes. Every value saves the moment you change it.
• Activity — the lead's timeline grouped by day, plus Notes, Email (with a template picker), SMS (the text thread with this lead, when Twilio is connected) and Meetings.
• Sales — the lead's deals (the tab shows how many are open): pick a deal, see its stage and progress through the pipeline and what's required before the next stage, move or reopen it, or add one with New. Then the lead's Money card, Orders, Invoices, Payments, Files, and a pipeline deal's workflow Executions. Until the lead is converted, Orders, Invoices and Payments say “Lead is not a customer yet” rather than showing empty lists.

Open full view puts it all side by side: details on the left with an AI Signals & Next Actions card, activity in the middle with Notes, Email, WhatsApp, SMS, Meetings and Call logs tabs (log a call there), and the Sales column on the right. Back to side panel returns to the drawer.

What the lead owes you: The Money card on the Sales tab comes from Books: Outstanding, Overdue, Lifetime value, Credit, Avg days to pay and Last payment, with the open invoices and Statement / Settle up buttons. When anything is overdue, a red “Outstanding … · N d overdue” line also sits at the top of the Details tab.

Start an order, invoice or payment from a lead

Once a lead is converted, each list on the Sales tab has its own shortcut, so you never retype the customer:

The shortcut only fills in the one record — the next time you start an order or invoice from the Commerce page it starts empty. See Orders, invoices & payments and Recording payments for the rest of each form.

Notes and messages from your store

The Notes thread on a lead holds three kinds of entries, each labelled so you can tell them apart:

• Your team's notes — shown with the teammate's name. You can reply to any note, and edit or delete your own.
• Customer messages — when a signed-in shopper sends a message from your online store, it lands on their own lead as a note with a Customer badge instead of creating a duplicate lead. A Sent from your store card under the message names the store and links to the page they wrote from.
• System notes — entries written by LogAI itself, such as enrichment and discovery summaries, are shown as System.

Reply where the customer is: A customer message is a normal note thread, so the team can reply and discuss it in place — and the lead's timeline records that the lead added a comment.

Custom lead fields

Workflows → Leads → Custom Fields holds the extra details your team captures on every lead. Add field opens an editor with a live preview: give it a Label (up to 45 characters) — the Key used by imports, the API and scoring rules is filled in from the label — and pick a type: Text, Number, Date, Yes / No or Dropdown (type each option and press Enter). Switch on Required to make it mandatory when adding a lead, or start from a common field such as Budget, Industry, Decision date or Company size.

• Drag the grip to set the order fields appear on the lead form; search by label or key, or filter All / Active / Hidden.
• The Shown switch hides a field everywhere without deleting what's already saved on leads.
• Changing a field's type doesn't convert values already saved on leads.
• Custom fields appear on the lead form and sidebar, as optional table columns, as answers in forms, in pipeline exit rules and in scoring rules.

Automatic lead assignment

Workflows → Leads → Assignment routes each new lead to the right person the moment it arrives. Click New strategy, name it, and choose how leads are shared:

Keep Fall back to round robin on so a lead the strategy can't place is shared evenly instead of left unassigned. Create & activate puts the strategy to work. Only one strategy routes leads at a time — turning on a saved one switches the others off, and every strategy stays saved. The page shows each teammate's target share against their actual share, with leads routed today and this month.

Automatic lead scoring (Hot / Warm / Cold)

Under Workflows → Leads → Scoring, Add rule turns what you know about a lead into a score. A rule reads like a sentence — *When* Source *is any of* Referral, *this field scores* 80% — with conditions that suit the field (is, is any of, is at least, is between, contains, is empty, is filled in and more; dates use is before / is after). Each field counts once, at its best matching rule, and the lead's 0–100 score is the average across the scored fields — a lead matching “Source is referral” (80%) and “Has an email” (40%) scores (80 + 40) ÷ 2 = 60. Rules can be switched off without deleting them.

The Score bands card sets where the temperature changes and shows the best score your rules make possible — with a warning when Hot can't be reached:

Keep scores fresh: Leave Rescore when a lead changes on and editing a scored field recalculates the lead's score at once. Lead scoring is on turns scoring (and score-based assignment) on or off, and Starting score is what a lead gets before any rule applies. Adding or deleting a rule rescores your leads in the background.

Convert a lead to a customer

Set a lead's status to Converted — inline, in the sidebar, or via bulk Status. You get a celebration moment, and LogAI creates a linked Customer record (name, email, phone, address; status Active). Conversion happens once per lead, and later edits to the lead keep the customer's contact details in sync automatically.

Manage customers

Customers (reached from a lead, an order or an invoice, or directly at /sales/customers — it no longer has its own sidebar entry) lists your customer base with All / Active / Inactive tabs, search (by name, contact or CUS- number), and export (customers-YYYY-MM-DD.csv). Add Customer creates one directly — first/last name, email, phone, and full address are required, with optional position and notes. Deletions are permanent and always confirmed first.

Segments — coming soon: Audience segmentation is in the works but not yet available — the Segments page doesn't appear in the sidebar yet.

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