Managing Leads

The Leads page shows all enquiries from potential buyers who have shown interest in your developments. Your leads are sourced from multiple channels including your website, the mortgage calculator tool, and the Own New directory.

Builder Admins and Owners can view and manage leads.

Accessing Leads

1. Log in to your builder account
2. Navigate to Leads in the sidebar
3. You'll see a list of all leads for your organization

Lead Sources

Leads come from different channels:

Lead Information

Each lead record includes:

Contact Details

• Full name (first and last name)
• Email address
• Phone number (if provided)

Property Details

• Brand
• Development name
• Property price
• Deposit amount (if provided)

Engagement History

• Lead source (how they found you)
• Lead destination (where the lead was sent)
• Broker firm (if applicable)
• Original enquiry message
• Internal notes
• Lead status

Viewing Lead Details

To see the complete information for a lead:

1. Click anywhere on the lead's row
2. A modal opens with buyer contact, purchase, and development details in the left sidebar
3. Use the right side to update the builder status, notes, opt-out setting, and broker assignment
4. Two tabs provide supporting context:
   • Broker activity — The assigned broker's status and whether their private notes were updated
   • Timeline — Shared status, assignment, and notes activity

When Do not contact is selected, Pulse hides the buyer's direct contact links to help prevent accidental outreach.

Updating Lead Status

Track where each lead is in your sales pipeline:

To update a lead's status:

1. Click the lead row
2. Use the Status dropdown in the modal
3. Select the new status
4. Status updates automatically

Outcome Capture

When you change a lead's status to Converted or Closed, a form will appear asking for additional details. This data is essential for reporting and tracking your sales performance.

Converted leads require:

• Sales completion date
• Final product type (Own New Rate Reducer, Builder Gifted Deposit, Rezide, Standard Mortgage, or Other)
• Final house price
• Whether the sale was attributed to Own New (yes/no)

Closed leads require:

• A reason for closing (Not Interested, Not Qualified, No Response, Buying 2nd Hand, or Other)
• An optional additional note

You cannot finalise a Converted or Closed status without completing the required fields. Once submitted, the outcome details are displayed in the lead detail modal and included in CSV exports.

Adding and Editing Notes

Use notes to record important details from conversations:

1. Click the lead row
2. Find the Notes section
3. Add or edit your notes (up to 5,000 characters)
4. Click Save Notes

This helps your team stay aligned on lead conversations and progress.

Activity Timeline

The lead detail modal has two tabs: Broker activity and Timeline.

The Timeline tab shows a chronological history for that lead:

• Status changes
• Broker assignments
• Notes updates

Each event shows who performed the action and when, giving you complete visibility into the lead's history.

Broker Assignment

Leads can be assigned to broker firms for follow-up. Assignment happens automatically or manually, and once a broker is assigned, the assignment is locked.

Automatic Assignment

When you open a lead that has no broker assigned, the system automatically assigns a broker based on your configuration:

1. Development-level broker — If the lead's development has a specific broker firm configured, that broker is assigned automatically
2. Default broker — If no development-level broker is set, your organisation's default broker firm is used (configured in Settings > Organisation)
3. No eligible broker available — If neither is configured, or the configured firm is no longer eligible, no broker is assigned and you can assign one manually

You'll see a message confirming the assignment or explaining if broker eligibility could not be verified. For a temporary verification problem, try again shortly.

Manual Assignment

If no broker was auto-assigned, you can assign one manually:

1. Click the lead row
2. Find the Broker Firm section
3. Your preferred broker firms appear automatically as suggestions, marked with a star icon under the Preferred Brokers group
4. Select a preferred broker, or type at least 2 characters to search approved broker firms
5. When searching, preferred brokers remain at the top and additional results appear under All Broker Firms
6. Click Save to confirm the assignment

Locked Assignment

Once a broker firm is assigned to a lead (whether automatically or manually), the assignment is locked and cannot be changed. The broker firm name is displayed as read-only in the lead detail modal. This protects lead data that has already been shared with a broker.

If you need to change the broker assignment, use the contact form.

Preferred Brokers

Broker firms enrolled in the Own New Preferred Broker programme are highlighted with a star icon in the broker assignment dropdown. These firms appear immediately when you open the dropdown, so you can quickly assign leads without searching. To learn more about preferred brokers, contact your account manager.

First-Contact Preference

You can set your preferred first-contact approach in Settings > Organisation. This helps coordinate with broker firms on who initiates contact with leads:

This preference helps align expectations with your broker partners about initial lead outreach.

Broker Activity Tracking

When a broker team member updates the status or adds notes to a lead, they are automatically recorded as the last person to action that lead. This helps both you and the broker firm track who is actively working each lead.

Bulk Actions

Perform actions on multiple leads at once:

1. Use the checkboxes to select leads (or select all with the header checkbox)
2. A bulk actions bar appears at the top
3. Choose an action:
   • Update Status — Change the status of all selected leads at once
   • Assign Broker — Assign a broker firm to all selected leads. A dialog lets you search and select a broker firm. Leads that already have a broker assigned are automatically skipped (broker assignment is locked once set). You'll see a summary showing how many leads were assigned and how many were skipped.

Up to 50 leads can be actioned at once.

Searching and Filtering Leads

Find specific leads quickly:

Search

• Search by name, email address, or phone number
• Search works across all your leads, not just the current page
• Results update as you type

Status Filter

• Use the status tiles at the top of the page to filter leads by status.
• There is no separate status dropdown in the filter row.
• Total Leads = all leads
• New, Contacted, Transferred, Converted, Closed = matching lead status
• Click Total Leads or Clear to reset

Source Filter

• Show leads from a specific channel (Website, Widget, Calculator, Directory)
• Or view all leads regardless of source

Date Range Filter

• Filter leads by creation date
• Use quick date chips for Today, This Week, or This Month, or choose a custom date range
• Use More filters for unassigned leads and lead source

Exporting Leads

Export your leads to CSV for use in other systems or for analysis.

Note: Only Builder Admins and Owners can export leads.

To export leads:

1. Apply any filters you'd like (optional)
2. Click the Export CSV button
3. The file downloads automatically with today's date

The CSV file includes all lead information: contact details, property details, status, notes, enquiry message, broker assignment, and outcome data (closed reason, sales completion date, final product type, final house price, and Own New attribution).

Team Roles and Lead Access

Notifications

When you assign a lead to a broker firm (manually or via bulk assignment), the broker firm receives an in-app notification. Notifications also appear when you change a lead's status, keeping broker partners informed of progress.

Notifications are available from the bell icon in the sidebar footer.

Best Practices

1. Respond quickly — Contact new leads within 24 hours for best conversion rates
2. Update statuses — Keep lead statuses current to track your pipeline accurately
3. Use notes effectively — Record key details about conversations and next steps
4. Review regularly — Check new leads daily to prioritize follow-ups
5. Monitor sources — Track which channels bring your best leads