This guide helps you enable Leads Management, configure your lifecycle, and set the right permissions so your team can start managing new inquiries effectively.
You should complete this setup before your team begins using the Leads Dashboard.
Step 1: Enable Leads Management
Leads Management can be turned on or off based on your business workflow.
To access the setting: Client Management > Leads > Settings
When Enabled | When Disabled |
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Step 2: Customize Lead Lifecycle
Lifecycle stages define the journey a lead goes through.
Go to: Settings > Customers & Pets > Leads > Lifecycle > Create new.
Best Practice
Keep stages simple and meaningful
Avoid too many similar stages
Use action statuses for detailed tracking
Step 3: Customize Action Status
Statuses describe what you’ve done or what needs to happen next.
Go to: Settings > Customers & Pets > Leads > Action Status > Create new.
*Set up color code for each action status, which will be shown as the background color of the Kanban view.
Step 4: Customize Channels
Custom channels allow you to add and track your own lead sources. You can see exactly where each lead is coming from
Go to: Settings > Customers & Pets > Leads > Channel > Create new.
Step 5: Custom Lead Fields (Ultimate Plan🌟 )
If you’re on the Ultimate Plan, you can create additional fields tailored to your business. Custom fields appear in the Lead Details panel and can be used for filtering in the dashboard.
Find them under: Settings > Customers & Pets > Fields Management.
Step 6: Review Role Permissions
Role permissions control which staff members can access and manage leads, and what actions they can take within Leads Management.
Navigate to: Settings → Staff & Permissions → Leads Management
Access Lead Fields
Enable Access lead fields to allow staff with this role to view lead-related fields in:
Settings → Customer & Pets → Field Management
You can also optionally enable:
Edit custom fields – allows staff to add or edit custom lead fields
Delete custom fields – allows staff to remove existing custom lead fields
Staff experience
With this permission enabled, staff will be able to view the Fields Management page and see lead-related fields.
View Leads
Enable View leads to allow staff to view lead profiles. You can choose the scope of access:
Individual client profile
Staff can only view individual lead profiles.At working businesses
Staff can view leads for the businesses they are assigned to.At all businesses
Staff can view all leads across all businesses.
Important Note
If View leads → Individual client profile is selected:
Staff will not have access to the Leads Management section.
They can only view leads through:
Message Center
Abandoned Bookings
Intake Forms
Staff experience
Staff can click the lead icon to navigate to an individual lead profile.
Additional View Permissions
Under View leads, you can further control whether staff can:
View lead email addresses and phone numbers
View lead history
View tasks
Add New Leads
Enable Add new leads to allow staff to manually create new lead profiles.
Important Note:
This permission requires:
View leads set to At working businesses or At all businesses
The Add Lead button is only available within the Leads Management section.
If staff do not have access to Leads Management, they will not be able to add new leads.
Edit/Delete Leads
Edit Leads
Enable Edit leads to allow staff to modify existing lead profiles. This includes two sub-permissions:
Edit lead information
Allows staff to update lead details, lifecycle stage, and action status.Edit tasks and notes
Allows staff to add, edit, or delete tasks, notes, and reminders.
Delete Leads
Enable Delete leads to allow staff to permanently delete a lead profile and its associated activity records.
Important Notes:
If View leads is not enabled, staff will not be able to edit or delete leads, even if edit/delete permissions are selected.
If edit permissions are not enabled, staff will only be able to view lead details in read-only mode.
Convert Leads
Enable Convert leads to allow staff to convert a lead profile into a client profile.
Staff experience
When viewing a lead profile, staff will see the Convert button in the top-right corner.
Communication Permissions
You can configure communication permissions to control how staff contact leads:
Send messages to leads
Call leads from web (only if Calling Beta is enabled on your account)
Send emails
Send mass SMS
Send mass emails
Staff experience
Staff can send messages or emails directly from the lead profile.
Reporting
Enable Reporting to allow staff to access Leads Reports.
You can choose whether staff can:
View reports
Export report data
Important Note
Leads reports are located under Dashboard → Insights.
To ensure staff can view the Leads Report:
You must enable View reports → At working businesses
If View reports → Of their own is selected, the Leads Report will not be displayed.
Staff experience
Staff can view the Leads dashboard within the Insights section.
Import Leads (Beta)
Enable Import leads to allow staff to upload and import leads using a list.
⚠️ Note: This is currently a closed beta feature and may not be available to all accounts.
Staff experience
Staff can navigate to Leads Management → Options → Import Leads to upload and import a lead list.
Important Note:
This action requires View leads access at either the Working businesses or All businesses level.
Without this level of access, the Import Leads option will not be available.
Access Lead Settings
Enable Access lead settings to allow staff to access and edit lead-related settings in:
Settings → Customer & Pets
This includes permissions to manage:
Leads Management settings
Lifecycle stages
Action statuses
Lead channels
