Purpose
This page explains how a new lead gets turned into a booked consultation appointment.
Who owns it
CSR (Danielle) owns the lead until it becomes a booked appointment.
Trigger
A new lead appears in the New Lead stage on /opportunities — usually from the website form (Framer webhook, see /admin/integrations/framer) or a phone call.
Steps
- Open
/opportunitiesand filter by the New Lead stage. - Click into the lead to review the customer record on
/customers— check the automatic property lookup (RentCast data) that appears on the customer page. - Call or message the customer to confirm interest and availability.
- Start the booking using the New Booking + Start Recording quick action, which opens
/bookings/newand automatically starts a call recording. - Work through the 4-box flow on
/bookings/new(Align, Diagnose, Design, Decide) — see/help/workflows/csr-booking-intakefor the full breakdown. - Confirm the consultation appointment appears on
/appointmentsand/schedule.
Done when
The opportunity has a booked consultation appointment on /appointments, and the pipeline stage on /opportunities has moved past New Lead.
Handoff to
Door Expert (Phil), who will run the consultation.
Common mistakes
- Letting a lead sit in New Lead without a follow-up call — leads go cold fast.
- Skipping the RentCast property lookup review, which can reveal useful context before the call.
- Forgetting to use the New Booking + Start Recording quick action, which means no call recording is captured.
Tip: /bookings/new is not page-gated — any signed-in user can open it by typing the URL. Use the quick action so recording starts automatically.