Leads
Your working list of open jobs. Look at it as a table, a calendar or a drag-and-drop board, narrow it down with filters and saved views, and change a batch of jobs in one go.
What it is
Leads is the list of jobs your team is currently working on. Every enquiry, booking and scheduled job lives here until it is finished. You open it from the left menu: Work›Leads. On a phone it is the Leads tab in the bar along the bottom of the screen.
The same list can be shown three different ways, and you switch between them with the List / Calendar / Pipeline buttons in the toolbar. Whichever you pick is remembered for next time.
List
A table with one row per job. This is where sorting, column choices, bulk changes and the spreadsheet export live.
Calendar
Day, Week and Month views of scheduled jobs, tasks and visits. Click an empty slot to book a new job at that time.
Pipeline
One column per status. Drag a card from one column to the next to change its status.
Two kinds of job are deliberately kept out of this page so they do not inflate your new-work numbers: callback jobs (they live on the Callback Tickets page) and finished or cancelled jobs (statuses named Done, Closed, Cancelled or Canceled get no tab here).
When to use it
- Working through today's new enquiries and moving them along their statuses.
- Finding a job when you know the customer's name, phone number or job number.
- Seeing what is booked this week, or what nobody has been assigned to yet.
- Handing a batch of jobs to a field worker, or changing their status together.
- Pulling a filtered list into a spreadsheet for a manager.
Use Lead Reports instead when you need finished and cancelled jobs, money totals, or a date range going back months. Use the search box at the very top of the screen when you just want to jump to one record and you do not care which page it is on.
Before you start
- Your role needs Leads access. An owner or admin turns this on under Settings›Team Roles. Without it the menu item is hidden.
- Each of the three views is switched on separately. Under Settings›Team Roles there is a group called Leads page views with List view, Calendar view and Pipeline view. If a role only has one of them, the switcher disappears and that view opens every time.
- Your statuses drive the tabs. The row of tabs across the top comes from Settings›Lead Statuses. Admins get a Manage statuses button at the end of the tab row that opens that page directly.
- Service types, ad sources and service areas should exist first. Set them up under Settings›Service Types, Settings›Ad Sources and Settings›Service Areas, otherwise those filters and the new-job form have nothing to offer.
- Hidden phone numbers are normal for some logins. If customer contact hiding is on for your account, the Phone column and the phone buttons show dots instead of digits and you dial through Joby rather than reading the number.
- Your company may use different words. "Lead", "Office Agent" and "Field Worker" can all be renamed for your account, so your buttons and column headings may read "Job", "CSR" or "Technician" instead.
Step-by-step
Work through today's jobs
- Open Work›Leads from the left menu.
- Pick a status tab across the top — All, Unassigned, or one of your own statuses. Each tab shows how many jobs are in it.
- Click anywhere on a row. A quick edit window opens with tabs for Details, Activity, Calls, Tasks, Time and Comments. Use Open full lead page in that window when you need everything.
- To change a status without opening anything, click the coloured status badge in the Status column and pick a new one from the drop-down.
- In the Actions column at the end of the row, use the paper-plane button to send the job to the field worker, the pencil for quick edit, and the bin to delete (admins only).
Find one particular job
- If you already know which status it is in, click that tab first, then type in the search box (Search by Lead ID, name, company, phone, or email...).
- If you are not sure where it is, use the search box at the very top of the screen (Search leads, clients, estimates...) instead. That one looks across your whole account, not just the page you are on.
- Still nothing? Click All, clear the field worker and office agent drop-downs, and press Clear All in the Advanced Filters panel.
Create a job by hand
- With the Leads page open, click New Lead at the top right of the screen. (The small + next to Leads in the left menu, and Create new›Lead next to your company name, both do the same thing. On a phone, tap New in the page header.)
- Fill in the customer: First Name, Last Name, Company, Phone, Second Phone and Email.
- Choose a Service Type — this one is required. Then set Ad Source, Call Group and a Lead Description if you have them.
- Add the Address, Unit, City, State, Zip, Country and Service Area.
- Set the start date and time, or pick an arrival window instead of a clock time — the customer then sees something like "Morning" rather than "9:00".
- Use Assign Office Agent and Assign Field Worker to say who is handling it, then save.
A brand-new job is saved with the status Created. The status picker only appears once the job exists, so you set the real status straight afterwards from the list or the lead page.
Send a job to a field worker
- Assign a field worker to the job first — the send window has nothing to send to without one.
- Click the paper-plane button in the Actions column.
- The Send Lead Notification window lists the assigned field workers. Tick who should get it.
- Read the Message Preview. It is filled in from your message template and you can edit the text before sending.
- Send. The Sent column changes from a clock to a green tick.
How to check it worked
- Status change: a confirmation message appears, the row moves to the new status tab, and the counts in brackets on both tabs go up and down.
- Sent to a field worker: the Sent column shows a green tick, and the job disappears from the list when Show Unsent Only is switched on.
- New job: it appears at the top of the All tab, because the list arrives newest first, and it has a job number in the Lead ID column.
- Bulk change: you get a message when the batch starts and a second one when it finishes, telling you how many worked and how many failed.
- Accepted an unassigned job: on the Unassigned tab the yellow Pending — Accept button turns into a green Accepted badge showing who accepted it and when.
Common mistakes
"The lead is gone"
The search box on the Leads page only looks at the rows already loaded on the page you are on. Use the search box at the top of the screen for a whole-account search.
Sorting does not reach page 2
Clicking a column heading reorders the rows on the page in front of you. To sort a long list properly, raise rows per page or narrow it with filters first.
Bulk change hit the wrong rows
Bulk actions only touch the rows you have ticked, not everything the filter matches. The bar at the bottom tells you the exact count — read it before you confirm.
Yesterday's filter is still on
Your status tab, column choices and view are remembered between visits, and a saved view restores its filters too. Clear them before you decide something is missing.
- Looking for a finished job here. There is no tab for Done, Closed, Cancelled or Canceled, and the status drop-down in the table does not offer them either. Mark a job finished from the lead page or with a bulk status change, and find it again in Lead Reports.
- Looking for a callback here. Follow-ups on work you already did sit on the Callback Tickets page and never appear in this list.
- Expecting the export to contain everything. The Export CSV button writes out the rows currently on screen, with the columns you have switched on. It is not a whole-account export.
- Delete refused. If a job already has estimates, invoices or payments behind it you get a "Can't delete this lead" message naming the reason. Clear those records first, or cancel the job instead of deleting it.
- Trying to text customers from here. There is no bulk text on this page. Use Bulk SMS for that.
More detail (10)
The three views
List
The table. One row per job, newest first, with paging along the bottom (Previous / Page 2 of 7 / Next, plus a "Showing 1-50 of 340 leads" line). Everything in the rest of this guide about columns, sorting, bulk changes and exporting belongs to this view.
Calendar
Shows scheduled jobs, tasks and field-worker visits on a Day, Week or Month grid, with arrows and a Today button to move around. A Statuses panel decides which statuses are drawn and includes an Unassigned only tick box. Click an empty slot to start a new job at that date and time, or use New task for a to-do. On a phone the Week option is replaced by a simple day agenda.
Pipeline
A board with one column per status. Drag a card into another column and the job's status changes straight away — you get a "Moved to ..." confirmation, and the move is undone automatically if it fails. The Card fields button next to the filters decides which details each card shows.
The status tabs
The row of tabs above the table is your pipeline, and each one carries a live count.
- All — every job that is still open. Finished and cancelled jobs are left out.
- Unassigned — jobs with no field worker on them yet. This tab adds an Accepted column: click Pending — Accept to put your name against a job so the rest of the team knows it is being handled.
- One tab per status — in the order set under Settings›Lead Statuses. If you have a status called Estimate, that tab also gains an Estimate column linking straight to the estimate.
Admins see a Manage statuses button at the end of the row. Whichever tab you leave the page on is the one you come back to.
What each column shows
Switched on to start with:
- Lead ID — the job number. Clicking it opens the full lead page.
- Status — a coloured badge; click it to change the status on the spot.
- Tags — coloured labels. Click one to filter the list by that tag.
- Sent — a green tick once the job has been sent to a field worker, a clock until then.
- Customer — first and last name.
- Company — the business name on the job or on the linked client.
- Office Agent — who in the office owns it.
- Created By — who added the job.
- Field Worker — who is going out to do it.
- Service Type — the kind of work.
- Ad Source — where the enquiry came from.
- Street Address, City, State, Zip — where the work is.
- Created — when the job was added.
- Start Time / End Time — the booked slot. A job with an arrival window shows the window in Start Time and a dash in End Time.
- Actions — send, quick edit, delete.
Switched off to start with, available from the Columns button:
- Phone, Call Group, Service Area and Lead Amount.
- Any of your own fields that are set to show in the table under Custom Fields.
Make the table yours
- Columns button -> Toggle columns to show or hide any column.
- Drag a column heading sideways to reorder it.
- Drag the right-hand edge of a heading to make the column wider or narrower.
- Click a heading with the up/down arrows on it to sort. Tags, Sent, Office Agent and Actions do not sort.
- All of this is saved for you personally, per company, and survives a refresh.
Narrowing the list
Work down the toolbar from left to right. The first four controls sit above the table on a computer.
1. Search box
Matches job number, first and last name, company, phone and email — but only across the rows already loaded on the current page.
2. Field worker & office agent
Two drop-downs: Filter by Field Worker (with an Unassigned option and a count next to each name) and Filter by Office Agent.
3. Show Unsent Only
A single button that leaves only the jobs nobody has sent to a field worker yet, with the count shown next to it.
4. Rows per page
50, 100, 200, 500 or 1000 per page. Raising it makes the search box and sorting cover more of your list.
Advanced Filters
Below the toolbar is a panel called Advanced Filters. Press Add Filter to build a rule, and Clear All to drop them all. Unlike the search box, these rules are applied to your whole list, so the counts and paging stay correct.
You can build rules on:
- Status and Sub Status
- Service Type, Service Area, Call Group, Ad Source, Tag
- Field Worker and Created By
- City, State, Postal Code
- Total Amount ($) and Field Worker Cost ($)
- Scheduled Date and Created Date
- Any of your own fields that are set to appear in filters
Each rule takes a comparison: Equals, Not Equals, Contains, Does Not Contain, Greater Than, Less Than, Greater or Equal, Less or Equal, Is Empty or Is Not Empty. Add several rules and a job has to satisfy all of them.
Tip: combine the tabs with the panel rather than stacking rules. Click the New status tab, then add one rule — Ad Source Equals Google Ads — and you have this week's fresh Google work in two clicks.
Saved views
Next to the Advanced Filters panel is a Saved views drop-down and a Save view button. Saving stores the whole setup at once: which of the three views you are in, the status tab, the field worker and office agent drop-downs, rows per page, the Show Unsent Only button, whatever is typed in the search box, and every advanced filter rule.
- Set the page up exactly how you want it.
- Click Save view, give it a name a colleague would understand, and save.
- Pick it again any time from the Saved views drop-down.
- The drop-down shows Current filters whenever what is on screen does not match a saved view.
- Use the bin button beside the drop-down to delete the view you are currently on.
Where new jobs come from
- By hand — the New Lead button at the top right, the + beside Leads in the left menu, or Create new›Lead next to your company name.
- From the calendar — click an empty slot in the Calendar view and the new job form opens with that date and time already filled in.
- From a conversation — New Lead on the Conversations page opens a movable form with the caller's number, name and address already in it. You can drag it aside and keep talking while you type.
- From a client record — New Lead in the actions menu on a client page.
- From your online booking form — switch on the auto-lead option under Settings›Booking Form and every confirmed booking opens a job for you, stamped with the source you choose there.
- From a spreadsheet — see Import Leads (it lives under Settings›Developer Reference›Import Leads).
- From an automation — a Create Lead step in Visual Workflows.
Changing many jobs at once
- Click Bulk Action in the toolbar. This button only appears for admins.
- A tick box appears at the start of every row. Tick the jobs you want, or use the tick box in the heading to take everything on the page.
- A bar appears at the bottom of the screen reading N lead(s) selected, followed by the actions your role allows.
- Pick an action and confirm the message that appears.
The actions on that bar are:
- Change Status — move them all to one status.
- Assign Office Agent — or Unassign office agent to clear it.
- Assign Field Worker — or Unassign field worker to clear it.
- Service Type — set one, or Remove service type.
- Service Area — set one, or Remove service area.
- Ad Source — set one, or Remove ad source.
- Tags — one list containing Add: name and Remove: name for each of your tags.
- Send — send all of them to their assigned field workers.
- Delete — remove them permanently.
- Cancel — clears your ticks and leaves everything alone.
Before you confirm
- Read the count in the bar and check it matches what you meant to select.
- Glance back at the status tab and the filters — the ticks came from that list.
- Try a status change on two or three jobs before running a new process across hundreds.
- For a delete, have a second admin look at the selection first.
Worth knowing: a bulk action covers up to 500 jobs in one go, and it keeps running even if you move to another page or close the tab. You can carry on working while it does. Deleting cannot be undone.
Exporting to a spreadsheet
Export CSV
Downloads the rows currently on screen — after your tab, filters and search — using exactly the columns you have switched on, in the order you dragged them into. The file is named after the tab and today's date, and opens in Excel, Numbers or Google Sheets.
Raise rows per page before exporting if you want more than the page in front of you. For a full history with money columns and a date range, use Lead Reports instead.
On your phone
- Jobs are shown as cards rather than a table: name, phone, status badge, tags, service type, town and field worker.
- Tap a card to open the full lead page. Tap the phone or speech-bubble button on the card to call or text without opening it.
- There are no page buttons — keep scrolling and more jobs load by themselves.
- Pull down from the top of the list to refresh it.
- Tap New in the header to add a job. On the Calendar view that button offers a new job or a new task.
- The Advanced Filters panel, the column controls, bulk editing and the export are all computer-only. The status tabs, search and the view switcher are there.
Who can do what
Everything below is set per role under Settings›Team Roles. When a permission is off, the button simply is not there.
- Leads page views — List view, Calendar view, Pipeline view.
- Change lead status — the status drop-down in the table and the bulk status change.
- Change assigned office agent and Change assigned field worker — the two bulk assign controls.
- Edit basic lead details — the bulk Service Type, Service Area, Ad Source and Tags controls.
- Send lead to field worker — the paper-plane button and the bulk Send.
- Delete leads — the bin button and the bulk Delete.
- Block changing status to Canceled — a restriction that hides Canceled from every status list for that role.
The Bulk Action button itself and the bin in the Actions column are for owners and admins only, whatever else a role allows. See Team Roles & Permissions for the whole list.