Leads
Where alerts catch unhappy customers, leads catch happy ones — the promoters and advocates worth following up. The Leads page identifies these opportunities automatically and gives you a simple pipeline to act on them.
By default, a lead is created whenever a customer gives a strong recommendation score (NPS ≥ 9). You can change and extend that with rules — see Rules and actions.
The lead pipeline
Leads move through a four-stage lifecycle:
| Status | Meaning |
|---|---|
| New | Just identified, not yet acted on |
| Contacted | You have reached out |
| Converted | The opportunity paid off (a review, referral, sale) |
| Dismissed | Not worth pursuing |
Three metric cards at the top of the page show your New, Contacted, and Converted counts. Tabs let you filter the pipeline by status, and there is a Configuration tab for rules and actions.
Working a lead
The page shows the Lead pipeline on the left and a Lead detail panel on the right.
- Click a lead in the pipeline to open its detail.
- Use the buttons to move it along: Contacted, Converted, or Dismiss. (Quick Contacted and Dismiss actions are also available directly on each pipeline row.)
What the detail panel shows
- The lead's current status and a link to View response →.
- The customer's answers to the survey.
- A timeline of events — when the lead was created and each status change — so you have a full history.
- A conversation session tool for grouping related inbound messages (see Rules and actions).
Exporting
The Lead pipeline card has an Export CSV link to download your leads for use elsewhere — for example, to hand a list of advocates to a marketing team.
Related
- Rules and actions
- Alerts — the equivalent flow for detractors