Lead pipeline
How every message becomes a lead, and how stages, tags and fields work
A lead is created the first time a person messages or comments, on any channel. There is nothing to import and nothing to enable: capture runs on every plan. What differs by plan is whether you can open and manage the list, and how long leads are kept.
One lead per person per channel
The first inbound touch creates the lead, with the channel recorded as its source. Later messages from the same person on the same channel attach to the same lead. A person who reaches you on both Instagram and WhatsApp is two leads until you merge them by hand, because Meta does not tell us they are the same person.
Stages
| Stage | Meaning |
|---|---|
| New | First message, nothing else yet |
| Engaged | Replied to your first response |
| Qualified | Answered a qualifying question |
| Opportunity | Asked for a price, a slot or a demo |
| Customer | Paid |
| Cold | Went quiet |
Automations can move a lead with the Move stage step, so the first three stages usually move themselves. The last ones are yours.
Tags and fields
- Tags are labels you filter by. Automations apply them with the Add tag step at the moment of intent, for example the keyword that triggered the reply.
- Custom fields hold answers. A Capture input step asks a question and stores the reply in a field you name, such as city or budget. A Set field step writes a fixed value.
Filter the list by stage, tag and channel, and the result is both a work queue and a broadcast audience.
Needs attention
A lead is flagged when the bot hands off, when the person asks for a human, or when an Ask for a human step gets a Yes. The flag pauses automation for that lead until you resume it from the lead panel.
Retention and plan limits
Viewing and managing leads needs Starter or higher; on Free and Lite leads are captured in the background and become visible when you upgrade. Leads older than the plan's retention window are cleared: 7 days on Free, 14 on Lite, 30 on Starter, 90 on Pro, never on Agency.