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Leads and the CRM board

Captured contacts land as leads; the board is the pipeline view for stages, tags, and notes.

When the agent captures contact details, Concierge stores a lead for the workspace. The Leads list is the simple inventory. The Board is the collaborative pipeline for stages, tags, notes, and team workflow.

Leads list

Use Leads to scan new captures, open the linked conversation, and confirm the agent stored the right channel (phone, email, WhatsApp id). Fix bad captures in knowledge and directives so the next visitor benefits, in addition to cleaning a single row.

CRM board

  1. Open Board

    Stages are your pipeline (e.g. New → In contact → Negotiation → Won / Lost). Drag cards between stages as the commercial conversation moves.

  2. Enrich the card

    Add tags, custom fields, and notes so the next teammate has full context. Link back to the live session when context is in the transcript.

  3. Automate carefully

    Automations and outbound webhooks can fire on pipeline events. Start with one reliable integration (your panel or sheet) before stacking many rules.

When to use which

  • Leads: triage of fresh captures and contact hygiene
  • Board: active pipeline ownership and stage reporting
  • Sessions: live conversation and handoff; long-term CRM fields live on the board
  • Someone reviews new leads daily during pilot
  • Stage names match how sales talks about the funnel
  • Spam/duplicate handling is agreed so metrics stay honest