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Lead setup

Design lead stages and appointment results

Build a consistent pipeline that your callers and sales team can use accurately.

Separate the concepts

Platform: Web. Actions depend on your role and permitted records.

A lead status describes where a contact sits in your pipeline. An appointment type describes the kind of visit. A result reason explains the outcome of a visit or sales conversation. A job type describes the work being sold. Keeping these lists distinct makes reports easier to interpret.

Configure a manageable pipeline

Platform: Web. Actions depend on your role and permitted records.

Open Settings → Lead stages. The list supports names, colors, display order and active status. Use short names with a documented action attached to each stage.

  1. Step 1: Start with stages your team actually uses, such as New, Contacting, Appointment Set, Follow-up, Sold, and Closed Lost.
  2. Step 2: Choose Starting stage on an individual Add prospect form when needed; the Lead stages page does not expose a default-stage selector.
  3. Step 3: Arrange the display order from intake through completion.
  4. Step 4: Use colors consistently and keep similar stages visibly distinct.
  5. Step 5: Create a test lead and confirm the stage choices.

Create results and appointment types

Platform: Web. Actions depend on your role and permitted records.

Use Settings → Appointment Types for visit labels and colors. Use Result Reasons for outcome labels grouped as won, lost, or pending. Examples include Sold, No Decision, and Not a Fit; adapt them to your process.

Decide how a result should affect the lead, then configure that mapping in Rules. Selecting a result and changing a lead stage are separate actions unless a rule connects them.

Keep old records interpretable

Platform: Web. Actions depend on your role and permitted records.

Prefer deactivating a retired option over removing historical context. Avoid renaming a status to mean something entirely different; old reports may then appear to describe a process that did not exist. Review rules, forms, and queues when changing a status.

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