Managing leads & onboarding by phone

Leads are the triage enquiries waiting for you. This guide covers the leads inbox, opening a lead, claiming/assigning/archiving, and onboarding a caller yourself.

Where: click Leads in the sidebar, or go to /leads. Heading: "New Leads" - "Triage submissions awaiting your review."

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Work the leads inbox#

The list shows one row per enquiry, with columns: Client, Email, Relationship, Estate value, Lead score (1–5 stars), Urgency ("● Urgent" or "● New"), Claimed by, and Submitted.

1. Switch views with the "Active" / "Archived" toggle at the top.
2. Search by name or email in the "Search leads…" box.
3. Filter by Urgency (and, in Archived, by Reason).
4. 🔒 Managers/Admins also get a "My team" / "Everyone" visibility toggle and a "Claimed by" filter.

Row actions (Active view)#

• "Assign" - 🔒 Managers/Admins only. Opens "Assign to adviser": search for a colleague, select them, click "Assign". They're notified.
• "Archive" - opens "Archive lead": pick a "Reason" (Dead / lost, Not interested, Unresponsive, Duplicate, Other), optionally add a "Note", then click "Archive lead".
• "View" - opens the lead (you can also just click the row).

Row actions (Archived view)#

• "Restore" - brings the lead back to your active queue.
• "View".

Empty inbox: "No new leads - all triages have been reviewed."

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Open and read a lead#

Click a row (or "View"). The lead detail page shows:

• A header with the ● Urgent / ● New badge, when it arrived, and the Lead score.
• An "Assignment" card:
  • If unclaimed, click "Claim lead" to add it to your queue (any adviser can claim).
  • 🔒 Managers/Admins can "Assign to adviser" / "Reassign" to a colleague.
• A "System recommendation" card - the suggested will + trusts + LPAs, with an indicative fee.
• "Talking points for the call" - prompts drawn from the triage answers.
• "Triage answers · 11 of 11" - the full questionnaire responses.

Convert a lead into an order#

1. At the bottom, click "Open quote builder".
2. This takes you into the order/fact-find builder pre-loaded with what the client told you → continue in Guide 6.

Once a lead has an order attached, it leaves your active leads list automatically.

To set a lead aside from the detail page, use "Archive lead" (top-right).

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Onboard a caller yourself (phone triage)#

When a prospect calls in, you can run the triage for them.

Where: on the Leads page, click "Onboard new user" (top-right) → /leads/onboard. Card title: "Onboard new user".

🔒 You must have an active company selected. If not, you'll see "Switch to a company you belong to before onboarding a user."

Step 0 - Capture their details#

Heading: "Capture the user's details". Fill in (all required):

1. "First name" and "Last name"
2. "Email address"
3. "Mobile number" (e.g. +447000000000)
4. "Home address"
5. "Date of birth"
6. "Gender" (Male / Female / Other / Prefer not to say)

Click "Continue". (No email is sent to them yet.)

Steps 1–11 - The triage questionnaire#

Read each question to the caller and record their answer. A "{current} of 11" counter and a dot stepper track progress; "Back" (top-left) returns to the previous question.

The 11 questions, in order:

1. Relationship status (single / married / civil partnership / cohabiting / separated / divorced / widowed)
2. Children (none / all adults / one or more under 18)
3. Estate value (bands from under £325k to over £2m)
4. Property (none / main residence / + 1 other / + multiple)
5. Business interests (none / sole trader / minority / majority / sole owner)
6. Existing will (never / 5+ yrs / 1–5 yrs / within 12 months / not sure)
7. Lasting Power of Attorney (none / P&F only / H&W only / both / not sure)
8. What brought you here (multi-select - marriage, divorce, new child, bereavement, IHT planning, asset protection, just planning ahead)
9. Urgency (multi-select - health, deadline, family change, bereavement, moving abroad, something else, or "No particular urgency")
10. Circumstances (multi-select - blended family, disabled beneficiary, foreign assets, non-UK domicile, recent diagnosis, none)
11. Specialist assets (multi-select - working farm, let agricultural land, farmhouse + land, woodland, heritage assets, none)

• On single-select steps, pick one option and click "Continue".
• On multi-select steps, tick all that apply (a "None"/"No particular urgency" choice clears the rest) and click "Continue".

Finish#

1. On the last question, click "See my recommendation".
2. It creates the user + lead in one go (you'll see "Creating the user…" then "Onboarding complete - opening the lead…").
3. You land on the new lead's detail page, complete with its System recommendation and talking points - ready to brief or open the quote builder.

No welcome email is sent at this point - you re-engage the client when you're ready.

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Next: Guide 5: Managing clients or jump straight to Guide 6: Create an order.