Working with Leads

Who can use it

Leads is a separate permission from the other tools, and Paul gives it to named people only. If you have it, a Leads button appears at the end of the bar along the top of every staff page.

What it is for

Every message sent through the website contact form is saved as a lead, whether or not the notification email reached anyone. Leads is the permanent record of who got in touch and what happened next. Newsletter sign-ups are not included.

Opening the inbox

Click Leads in the bar along the top. The inbox opens with the newest leads first.

The tabs across the top, All, New, Contacted, Actioned and Spam, each show how many leads they hold. To find one, type part of a name, phone number or message under Search, or pick dates, then click Apply filters. Click a name to open that lead.

Following up a lead

1. Open the lead. What they sent shows everything the person typed into the form.
2. Use Email them or Call them to get in touch.
3. Once you have reached out, click Mark contacted.
4. Write what happened under Add a note and click Save note.
5. When the enquiry is finished, click Mark actioned.

Every note and status change is listed under Notes & activity, with who made it and when, so anyone else helping with leads can see where things stand.

What the statuses mean

• New: nobody has dealt with this lead yet.
• Contacted: someone has reached out and is waiting to hear back.
• Actioned: the enquiry has been handled.
• Spam: junk. Mark spam moves it out of the way without deleting it.

Clicked the wrong button? Put back to new returns a lead to the start. Nothing on these screens deletes a lead, so you cannot lose one by mistake.

Text alerts

When text alerts are switched on, each new lead also sends a text to the phones set up for it, with the name, the phone number and a link to the lead. The text is only an alert. Work the lead from the inbox.

Getting back to the staff pages

The leads inbox is its own page and does not carry the staff bar. Its Help link explains the same things as this guide. To get back to the other tools, open the Help Centre or use the back button in your browser.

Log out at the top of the inbox signs you out of the whole website, the same as Log out on the staff bar.

Keeping contact details private

Leads hold names, phone numbers, email addresses and messages. Only share one with someone who is helping with that enquiry.

When someone with access leaves CCAH, tell Paul, so the access is removed along with the account.