# Working your leads

> Find, filter and update your leads, then work each one from its page: notes, tasks, email, messages, homes and history.

This page covers the work you do on leads every day: finding the right ones, keeping them up to date, and everything on a lead's own page. Most of it also works from the keyboard: `J` and `K` move down a list, `Space` opens a lead beside it, `S` changes its status.

## Open a lead list

Open **Leads** in the icon bar and pick a status, **All leads**, or a saved view in its sidebar. Each list shows **Name**, **Status**, **Tags**, **Last call**, **Next task**, **Owner** and **Created**.

- Click a column header to sort by it. On a saved view you made, the sort is saved into the view, so it opens in that order next time. On someone else's view the sort lasts for your visit.
- Press **Display** to show or hide columns such as **Email**, **Phone**, **Calls**, **Language**, **Type** and **Company**.
- Click a row to open the lead's page, or press `Space` to open it beside the list. Beside the list you get the lead's page at a glance: their name and status, **Call**, **Note**, **Task**, **Email** and their chat channels, then their tasks and activity. **Details** at the top shows everything else about them.

## Search for a lead

1. Click the search box at the start of the row above the list, or press `/`.
2. Type part of a name, an email or a phone number and press `Enter`.

The box searches the list you are on. When nothing matches, press **Search all leads** to look across every status. To search everything from anywhere, press `⌘K`.

## Filter a list

1. Press **Filter** (or `F`) in the row above the list.
2. Pick a field, such as **Tag**, **Source**, **Lead type**, **Language**, **Last call**, **Notes contain**, **Has open deal** or **Deal stage**.
3. Pick a condition and a value.

Fields that help you decide who to call next:

| Field | Finds |
|---|---|
| **Status** | Leads in one or more statuses, such as **New** or **Bad timing** |
| **Next task** | Leads whose earliest open task is due today, in the next 7, 30 or 90 days, or in a number of days you type |
| **Task overdue** | Leads with an open task past its due time |
| **Last call outcome** | **Answered**, **No answer**, **Busy or declined**, **Could not be completed** or **Cancelled** |
| **Last call direction** | Whether the last call was one you made or one you received |
| **Calls with no answer** | Leads you have called a number of times in a row without an answer |
| **Last heard from** | When the lead last wrote to you, by email or message |
| **From the last call** | What the last call said, such as **Asked for a call back** or **Said not interested** |

Date fields such as **Last call** and **Last heard from** also work in hours: pick **in the last** or **not in the last** and choose 1, 6, 24 or 48 hours, or type a number.

Each filter shows as a chip you can click to change. Every filter narrows the list further. To say "this **or** that", open a chip's menu, put it in a group, and switch the group to **Or**. **Clear** removes your filters and search. Filters stay in the page address, so a link you share opens the same list, and "0 of 32 leads" tells you the list is narrowed.

### Save a filter as a list

1. With your filters set, press **Save as list**.
2. Name it and choose who sees it.

The list appears in the **Leads** sidebar. When you change an open list, it says **Changed** with **Save** and **Discard**. To rename it, change its icon or delete it, use **Edit list** in the row's menu in the sidebar.

A list in the sidebar shows how many leads it holds, next to its name. Press **Dial** on a status, **All leads** or a list to call what is on screen, in its order.

To work a list in order section by section, with the reason each lead is next, press **Add section** while you edit it. See [Lists](https://www.fondaro.com/docs/dashboard/crm/lists.md).

## See whose leads (admins)

**Owner**, the first key in the row above the list, picks whose leads you see: **Just me**, **Everyone**, one or more people, or a whole team. The same **Owner** key is on Calls, Deals, the Calendar, Reports and Brochures, and Fondaro remembers your choice. Team members do not see it: their lists are already theirs.

## Use the board

On **All leads** or any list, press **List | Board** (or `V`) to see the same leads as a board. You stay on the same list: its name stays in the title and in the sidebar. Drag a card to another column to change its status.

**All leads** always shows one column per status. A list starts with the same columns, and the person who made it can shape them: press **Add column** or open a column's **...** menu. Each column is **Backed by** a **Status**, a **Tag** (so you can build your own stages with tags), or **Nothing** and a filter. The columns belong to the list, so everyone who opens it sees them. To have a board of your own, make a list and add your columns to it.

## Arrange the Leads sidebar

- Press the **⋯** beside the **Leads** heading and choose **Add to sidebar** to add a status, **All leads** or a list. The sidebar holds up to 20 links, and every list you make is added for you. Drag a link to move it.
- Right-click a link, or point at it and open its **⋯**, to choose **Remove from sidebar**.

Your sidebar is personal. Removing a link never hides any leads.

## Update many leads at once

1. Tick the box at the start of each row, or press `X`.
2. In the bar that appears, choose **Status**, **Set owner** or **Add to board**.

**Set owner** replaces the current owners. The message that follows has **Undo**, which puts the previous owners back.

**Add to board** puts the ticked leads on a [whiteboard](https://www.fondaro.com/docs/dashboard/documents.md) as cards, in a frame named after the list. Pick a board or **New board**; you stay on the list, and **Open** in the message takes you to the board. On a lead's own page, **Add to board** is in the **⋯** menu.

## Add a lead

1. Press **Add Lead** on any list.
2. Fill in the name, email or phone, language, **Type** and **Status**.
3. Choose who it is assigned to, and press **Create Lead**.

If that email or number already belongs to a lead, Fondaro adds to that lead instead of making a second one.

## Work a lead from its page

A lead's page has everything you act on in the middle: the action row (**Note**, **Task**, **Email**, **Find homes** and **Call**), their **Tasks**, and their activity. The sidebar holds the reference: contact details, **About**, **Channels**, **Deals**, **Brochures**, **Searches** and **Documents**.

The path in the top bar names the list you came from, such as **Leads / New / Maja Berg**. Press `L` and `H`, or the arrows at the top, to walk to the next and previous lead in that list.

### Change status, owner, type and tags

The top of the lead's page shows their name, status, type and who works the lead, and you change each one right there:

- **Name**: click it to rename the lead.
- **Status**: click it, beside the name, and pick another, or press `S`.
- **Type**: click it, under the name: **Buyer**, **Seller**, **Tenant** or **Collaborator**. A Tenant's **Find homes** looks for rentals. A Collaborator (another agency, a lawyer, a notary) is shared with your whole agency and can carry a **Company**.
- **Assigned to** (admins): click the people under the name, or press `A`, and tick each person or team who should work the lead. A lead can have up to 50 people.

Type and **Assigned to** are also in the **About** panel in the sidebar, with the email, phone and language. **Tags**: click to pick tags, or press `Y`. See [Tags](https://www.fondaro.com/docs/dashboard/crm/tags.md).

Admins and the people assigned can edit the name, email and phone.

### Add a note

1. Press **Note**, or `N`.
2. Write it and press **Save**.

Use the pin on a note to keep it at the top of the activity under **Pinned**. Ask Fondaro may offer a next step under a note you saved, such as **Book the viewing**.

### Add a task

1. Press **Task**, or `T`.
2. Pick a time. The first free time in your working hours is already chosen.
3. Type over the suggested title, such as "Call Maja", and press `Enter`.

A task is something you owe this lead. It goes on your [Calendar](https://www.fondaro.com/docs/dashboard/calendar.md), and past its time it stays on its day as **not done** until you tick it. A meeting or a viewing is an **Event** instead: press **More options** and choose **Event**.

The **Tasks** card lists the lead's tasks, late ones first. Tick one with its circle, or press **Add task**. **See all on the calendar** shows only this lead's.

### Send an email

1. Press **Email**, or `E`.
2. Write your email. From, To and your signature are filled in. Press **Cc** or **Bcc** to copy people in.
3. Press **Send**.

The email goes from your own connected mailbox and lands in the lead's activity and your Sent folder. If your mailbox is not connected, you see **Connect your mailbox**. **Draft with Ask Fondaro** writes a first version for you to edit. **Insert** adds a link to a document from your library, or attaches files: from your library or your computer, up to ten files and 20 MB in total. You can also drag files onto the email.

### Message on WhatsApp, Instagram, LinkedIn or Telegram

1. Press the channel's button at the top of the lead's conversation, or `W`, `I`, `Shift L` or `Shift T` on the lead's page.
2. Write your message and press `Enter`.

It goes from your own connected account. A channel shows when you have that account connected and the lead can be reached there. A first message to someone new may have to wait a while: the box says when, and keeps your draft.

To change a message you sent from Fondaro, open its **⋯** menu in the conversation:

- **Edit** changes the words in place. Press `Enter` to save or `Esc` to cancel. The message then shows **edited**, for you and for them.
- **Delete for everyone** removes it from their chat too, after you confirm. A **Message deleted** line stays in its place.

You can edit a WhatsApp message for about 15 minutes after sending and delete it for about two days. On LinkedIn, both work for the first hour. Instagram and Telegram messages cannot be changed from Fondaro.

### Link the lead's channels

The **Channels** section lists every way your team can reach the lead: a WhatsApp number, an Instagram, LinkedIn or Telegram account, or another email address.

1. Press **Add** and pick the channel.
2. Type the number, username, profile link or address, and press **Look up**.
3. Press **Connect**.

Anything that person already wrote to you moves onto the lead, and the last year of your chat with them follows. **Find past messages** and **Find past emails** (in the **⋯** menu) bring in the last year of your history with the lead from your connected accounts.

### Read the conversation and the activity

The lead's conversation reads like a chat: calls, emails, messages, meetings and viewings, newest at the bottom. When you talk on more than one channel, tabs sit at the top: **All**, then each channel. Press `[` and `]` to move between them.

**Activity** is everything, newest first: notes, tasks, status changes, deals and documents as well as the conversation. On the lead's page it is the page, and beside a list a lead opens on it, with **Conversation** at the top (`M`) to read and answer their messages. In the Inbox, press `Shift H` to open it and `M` to go back to the conversation.

In the activity you can:

- play a call's recording and read its summary and transcript (see [Calls](https://www.fondaro.com/docs/dashboard/crm/calls.md));
- open an email in full and press **Reply**;
- press **Save to documents** beside a PDF or photo the lead sent;
- press **Share with the team** on a message to send it to a colleague;
- see a viewing's card, with the home, the time and its status.

The oldest entry says where the lead came from, such as an ad, your website or a portal enquiry.

### Find homes and send a brochure

1. Press **Find homes**. Search opens for this lead, already filled in from what you know about them.
2. Change the search if you like, and tick the homes you want.
3. Press **Brochure for** and the lead's first name, in the bar at the bottom.

The brochure opens addressed to the lead. It then shows in the lead's **Brochures** list, with whether they opened it. Your searches for this lead are listed under **Searches**. See [Brochures](https://www.fondaro.com/docs/dashboard/properties/brochures.md).

**Ask other agencies**, in the **⋯** menu, posts the lead's criteria so other agencies on Fondaro can offer you a home. Only the criteria go out, never the lead's name or details.

### Attach a document

In the **Documents** section, press **Attach a document** and pick one from your library. Attaching never gives anyone access they did not already have. See [Documents](https://www.fondaro.com/docs/dashboard/documents.md).

To write something together, press **New document** in the same section. It opens a new document called the lead's name followed by "notes" and attaches it to the lead. It starts private; press **Share** and choose Team when you want your team to write in it with you at the same time.

### See who else is on a lead

When a teammate has the same lead open, their face appears beside the lead's name. Point at it to see who is there and what they are doing, for example "On Status" or "Writing a note". Click their face to jump to the field they are changing.

While a teammate changes a field, such as the status, the owners, the tags, the email or a note, that field gets an outline in their colour with their face on its corner. When they save, the field briefly fills with their colour as the new value appears, so you can see who changed what. Nothing is ever locked: you can change the same field at the same time, and the last save wins.

The lead, its activity and its deals refresh on their own when someone changes them, including from the phone apps and Ask Fondaro.

### Merge or delete a lead

Both are in the **⋯** menu at the end of the action row.

- **Merge into another lead**: pick the lead to keep. Deals, events, notes, calls and emails move to it, tags and owners are combined, and this lead is deleted.
- **Delete lead**: removes the lead with its notes and tags. Its calls and emails stay in your history. A lead with deals or tasks asks you to remove those first.

## Who can see a lead

Team members see the leads assigned to them, plus every Collaborator lead. Admins see every lead. Adding someone to a lead's deal also adds them to the lead.

Source: https://www.fondaro.com/docs/dashboard/crm/leads