How leads flow
Every enquiry your company receives — whichever door it came through — lands in the same inbox, passes the same duplicate check, and ends up owned by one person. This guide walks the four doors first, then what happens to every lead after it arrives.
From your pages
When someone fills the form on one of your landing pages or your public site, the lead appears in the CRM the moment they press send. It arrives carrying what the page already knew: the campaign that brought the person, the language they browsed in, their country, and the listing they were reading. If they tapped Call or WhatsApp instead of finishing the form, that shows on the record too.
Everything that happens next — the alert to your team, the note back to the ad platform — follows after the lead is safely recorded. A slow outside service can never delay or lose an enquiry.
From Meta instant forms
Connect your Meta ad account once, and leads from Facebook and Instagram lead forms flow in on their own — usually within moments of the form being sent, with the system also checking the account through the day so nothing slips past. A pull button in the CRM fetches the latest on demand.
Each of these leads arrives knowing the exact campaign and the exact ad the person saw before they gave their number. A form entry with no phone and no email is counted and shown as skipped — never silently dropped — because an enquiry you cannot contact is a fact worth knowing about.
From a file
Moving in with an existing book? Import it from a spreadsheet, up to 2,000 leads at a time. The import reports honestly: how many came in, how many were already in the system, and how many had no phone and no email. Those last are counted as unreachable and reported back rather than imported — a list that is half uncontactable is something you want to learn on day one, not after a week of unanswered calls.
Running the same file twice never creates a duplicate.
Typed in by an agent
A walk-in, a call to reception, a referral over coffee — an agent adds the lead by hand and it joins the same pipeline as everything else. Same details, same duplicate check, same follow-up clock. There is no side list.
One duplicate check for all four
The system reads a phone number the way a person would: +971 50 123 4567, 050 123 4567 and 501234567 are the same number, however they were typed. When someone who already has an open lead enquires again — from a different ad, a different page, even a different door — no second lead is created. The new enquiry is written onto their existing record, so one timeline tells the whole story.
Suspected duplicates that need a human eye are shown side by side, and merging is always a person’s decision — nothing is merged automatically, and nothing is deleted. A merged record keeps its history.
An owner and a clock
Every lead needs one person responsible. A manager can hand leads out from the assignment board, or distribution can run automatically the moment a lead arrives — see Team and roles for how that is set up. Leads nobody owns raise a counted notice on the CRM overview, because an unowned lead is invisible to every agent.
Once owned, the clock starts: the CRM measures how long each lead waited for its first reply, and the call list keeps the lead visible until that reply happens.