Overview
Most day-to-day lead management in your CRM takes place in two main areas. The My Leads page is where you view, filter and assign your leads, including updating many leads at once with mass actions. The lead form holds the details of an individual lead and is where you update and progress it.
This article explains how to:
- Navigate the My Leads page and find leads by category, status and filter
- Save frequently used filters as views
- Progress individual leads using status changes, assignments, proposals, events, notes and more
- Update many leads at once with mass lead actions
Using these tools helps your team:
- Spot unassigned or stalled leads quickly so nothing slips through the cracks
- Save time by updating leads in bulk instead of one at a time
- Keep every note, file, call recording and status change in one place
- Give sales reps clear ownership of their leads so they can close new accounts faster
Navigating the My Leads Page
Open the My Leads Page
To manage your CRM leads, open the My Leads page from the navigation panel.
View Leads by Category
At the top of the page, a quick lead report shows the number of leads in categories such as Unassigned Leads, New Leads and others.
Click any shortcut in the report to view the leads in that category. For example, to view all unassigned leads, click the Unassigned Leads shortcut. The lead list refreshes automatically to show the 186 unassigned leads in our example.
The leads are shown in expandable accordions, where each accordion represents one status state. To view or manage leads in a specific status state, expand that accordion.
Filter Your Leads
You can narrow your leads further using the advanced filters on the right side of the page.
As you apply a filter, the report refreshes automatically to show the matching leads. For example, if we select the 'Chicago' group in the filter, the lead report refreshes to show the five unassigned leads in the 'Chicago' group.
Save Filters as a View
If you frequently use the same set of filters to work your leads, you can save the filters as a new view so you don't have to select them each time.
For example, here we created a new view called 'Chicago Clover,' which automatically filters the leads by the 'Chicago' group and the 'Clover Marketing' campaign.
Updating and Progressing Individual Leads
Each lead page includes the tools your sales reps need to work the lead and close the account quickly.
- Lead status management and lead linking
- Lead assignment
- Lead actions (duplicate, board, manage fields and more)
- Proposal Generator
- Lead groups, campaigns and sources
- Lead tasks and appointments
- Lead notes, attachments and recordings
Most of these tools are in the collapsible widgets on the right side of the lead form. Notes, attachments and recordings are built into the lead form itself.
Lead Status Management
As you progress a lead, you can move it through the different sales stages by changing its category and status near the top of the lead page.
To move a lead into a new status, click the Category drop-down, select the appropriate status (for example, "Brand New"), and confirm the change when prompted.
To view the history of the lead's status changes, click the activity log link in the Details widget.
The lead's status changes, along with other types of lead changes, are shown in a popup window.
Lead Linking
To link the lead to another lead or a merchant account, use the Add Link action next to the lead name near the top of the page. Search for the merchant or lead you want to link and click the Link button.
After the lead is linked, you can view and manage the linked records by clicking the same link next to the lead's name.
More info. Linking Leads to Merchant Accounts
Lead Assignment
You can assign a lead to one or more users who are responsible for progressing it. To assign a user, select the user in the Assigned Users widget and click Assign User.
The selected user receives an automatic email notification about the new lead assignment. If you don't want to notify the user, clear the Notify User checkbox before clicking Assign User.
All assigned users are listed in the Assigned Users widget. To unassign a user, click the red Delete icon next to the user's name.
Lead Actions
In the Actions widget, you can.
- Duplicate the lead
- Board the merchant to a processor using the TurboApp
- Edit the lead fields layout
- Delete the lead
- Add or remove lead fields
- View the lead's activity log and field revisions
Proposal Generator
The Proposal Generator lets sales reps automatically create proposals based on each merchant's specific fees and rates. This gives merchants a concrete example of the contract you're offering.
You can generate and manage proposals from the Proposals widget.
More info. Creating Merchant Pricing Comparisons in the Proposal Generator
Lead Groups, Campaigns and Sources
To manage your leads more efficiently, you can assign them to specific sales groups. You can also link leads to the marketing campaigns (for example, mass mailings or ad buys) and the lead sources (for example, inbound leads, outbound leads or list imports) they came from.
You can manage all of these from the Details widget on the lead.
Administrators also see edit icons next to the Group, Campaign and Source drop-downs, which let them customize these options to suit the ISO's preferences.
More info. Campaigns and Sources
Lead Tasks and Appointments
The Events widget lets you schedule tasks and appointments right from the lead page.
Events you add appear both on the lead and in the CRM Calendar.
More info. Merchant Central Calendar Overview
Lead Notes, Attachments and Recordings
The Notes, Attachments and Recordings tabs are on the lead form, in either the top or bottom tabs depending on how you configured your lead.
These tabs let sales reps and everyone else associated with the account keep all the information gathered about a merchant in one place.
The Notes tab lets you quickly post a new note, as well as edit and manage existing notes.
More info. Adding Notes for Leads and Merchants
The Attachments tab is where you store documents, applications, proposals and other lead-related files.
Files can be generated directly in the CRM (for example, when you generate an e-signature application for your lead) or uploaded from your computer. To email a document, click the Email button next to its name. This opens a new email with the document already attached.
The Recordings tab is available to clients that have the CRM Dialer enabled. Here you'll find recordings of inbound and outbound calls with the lead.
Use the built-in player to listen to recordings. You can also delete, upload or add recordings.
Managing Multiple Leads With Mass Actions
Mass actions allow you to manage multiple leads at once, saving time when updating lead information, assigning users, or performing other bulk operations. To get started, switch to the Table view.
In the Table view, use the checkboxes on the left side of the table to select the leads you want to manage. Then, click Actions to access available mass actions, such as sending mass emails or creating call queues.
To update or delete the selected leads, click Actions and select Manage Leads. A pop-up window appears, allowing you to choose which action to apply.
You can perform the following actions on the selected leads:
- Assign users
- Unassign users
- Change the lead status
- Change the campaign
- Change the lead source
- Change the lead group
- Delete leads
To learn more about other mass actions, see the following articles:
Selecting and Filtering Leads
Before applying a mass action, you can narrow down your lead list to target specific leads.
To view leads in a particular category, select the category near the top of the page. To refine the list further, click Filter and apply additional filtering criteria.
In the example below, we've selected the Unassigned Leads category and applied an additional filter, narrowing the list to five leads.
You can now select the leads you want to update and use Actions → Manage Leads to apply changes to them.
FAQ
- How do I assign unassigned leads in bulk? Use a mass lead action. Select the leads in the Unassigned Leads category, then use the Assign selected users action to give them an owner. For step-by-step instructions, see Managing Multiple Leads With Mass Actions above.