Documentation ›CRM: leads, tasks, calendar
Leads & Kanban
What is it?
Every customer the AI captures contact info from becomes a lead — saved automatically when the agent files it during a conversation. Leads live on the Leads page as a 5-stage kanban.
You can also add one by hand — the green + New lead button (top right) opens a quick form for a lead you took off-channel (a walk-in, a referral, a call the AI didn't log). It merges into a matching contact rather than duplicating, and lands at your first pipeline stage.
A lead from Instagram or Telegram carries the channel badge and the person's @username — on the card, in the list and on the lead page — next to the name the customer gave. The search box finds the person by either, and a phone they type in the chat joins the same card instead of making a second one.
The 5 stages (left → right):
- New — fresh leads the AI just captured, operator hasn't touched yet
- Contacted — operator reached out (called back, replied in chat)
- Qualified — confirmed the customer is real, ready to book / pay
- Won — booked appointment / paid / closed deal
- Lost — declined, no-show, bad lead
Drag a card between columns to change its stage. Every open card shows whether a next step is planned, and each column header counts the cards without one and the cards with an overdue task — for the whole column, not just the part on screen.
«Next step» — a next task on every lead (discipline):
Open a lead: the «Next step» block at the top lists its open tasks (overdue ones in red), with a one-line quick-add (what to do, when, and a type — call / meeting / follow-up, shown as an icon) and a check button to close each. Best practice — the mechanic that makes a team feel in control, not just a database: every open lead should carry a next task, so nobody is forgotten.
On the kanban, a card on an open stage with no open task shows an amber «No next step» chip; one with an overdue task shows a red «Task overdue» chip, and each column header carries attention counters (overdue / no-step) next to the real total. That's your visibility of control at a glance.
When you close a task you can type a short result — it's recorded in the Action journal and the lead's history (who closed which task, and what came of it). Closing the last task brings back the «no next step» nudge, prompting you to schedule the follow-up.
For managers: managers and admins get a per-operator Team scoreboard (Tasks → Team scoreboard) — open / overdue / completed / late tasks per person, so you can see at a glance who's on top of their follow-ups. Attribution needs named logins (see Staff & access). The Reports button (Leads → Reports) adds the pipeline funnel — how many leads sit at each stage, plus created / won / lost / conversion for the period you pick (7, 30 or 90 days, or your own dates; 30 by default).
Every lead has an owner
The owner is the person who works the lead. Nobody has to pick one:
- Every new lead gets an owner the moment it appears, in the same order as tasks: the colleague who already looks after this customer (named on their contact card, owning their company or their recent lead), then whoever spoke to them today, then the person on duty, then whoever has the least open work (open tasks and leads together), and a manager if none of those apply.
- Whoever takes the customer. If the lead went to the person on duty, to whoever had the least work or to a manager — or to whoever was given the customer's previous lead that way — the colleague who then answers the customer takes it over, once. That happens when they reply in Chats (in the dashboard, in the mobile app, or in the operators' Telegram group once their own Telegram is linked), press Take Over, or answer a transferred call on an internal number that belongs to them. A lead nobody owned yet becomes theirs the same way.
- A lead you add by hand under your own login is yours; with the shared password it gets an owner the same way as other new leads.
An owner a person chose — by hand, by taking the customer, or because they already look after this customer — is not replaced automatically. A manager or administrator can change it on the lead card. Nobody gets a separate message for each lead: your leads are under Mine and on your home screen.
Requests the agent settled by itself, and spam, are left without an owner. Leads created before this rule have none — find them with No owner, and a manager can hand them out at once (see below). To switch it off: Staff → Owners for new leads — a manager or administrator can do it.
Mine, no owner, everyone
Above the board and the list you choose All, Mine or No owner, or pick one colleague from the Employee menu. The cards, the column counts, +N more, the list, the search box and the CSV download all follow the choice, and the screen remembers it for you. The tabs stay where they are, even when a tab has nothing of yours. Everyone starts on All; press Mine once and the leads screen opens on your leads from then on. Mine needs your own login; with the shared password it is greyed out. Search looks inside the current filter; Search everywhere looks in all leads. Under No owner a manager also sees Hand out owners, and a manager or administrator can change a lead's owner on its card.
Comments — leave a note on any lead:
Open a lead and use the comment box at the top of the card to leave a note for your team — "called, no answer, will retry tomorrow", "asked to be contacted after 6pm", "VIP, handle personally". Each comment is stamped with who wrote it and when, and shows with a comment icon in the same feed as stage moves and edits. Best practice (this is how amoCRM and other CRMs work): leave a short comment before or after you move a card — so the next person understands why the lead is where it is, instead of guessing. You can @mention a teammate by their first name — just click one of the name tags under the comment box to drop it into your comment (e.g. @alex) — they get a nudge in the operator Telegram group with a link to this lead. The tag list and the "Assignee" dropdown show only your human team — AI employees and service/test logins are never offered as colleagues.
AI auto-close (self-resolved requests)
When the AI fully handles a request itself — answers the question, or routes the caller to the right number for a status check — it can mark the lead “Resolved by AI”. That card lands straight in the terminal (closed) stage, out of your team's active queue, so no one re-contacts a customer who was already helped. You can always reopen it by dragging it back. A complaint is never auto-closed — those always wait for a human.
The agent sorts every inquiry by type, so the board shows real leads and the rest waits in its own queue instead of hiding behind info-only chatter.
Pipelines, in your own words
A pipeline is one kind of inquiry. There are four, and the agent decides which one a conversation belongs to: the ones who want to buy or book, the ones the business let down, the ones who just asked a question, and wrong numbers. A queue appears above the board only when it holds something — an account that never gets a single complaint never sees a Complaints tab, and one pipeline on its own is not a choice, so nothing is shown at all.
The names are yours. An admin opens Set up → Pipelines above the board and writes what your business calls them: a support team might call its second pipeline «Orders and access», because that is what those conversations are about — people who need their own order sorted, not people with a grievance. A pipeline nobody opens is usually one named in somebody else's words. You can also hide a kind you never want to see, or add one of your own with a line about what belongs in it — that line is what the agent reads; nothing is deleted, and All shows everything. A pipeline you remove must hold no open leads: the editor refuses otherwise, so no card is left on a tab that no longer exists — move them to another pipeline first.
Renaming changes only the word on the screen, and the counts stay the same. Describing a pipeline changes where the agent files a conversation: your sentence is what it reads when it decides, so write it the way you would explain it to a new colleague — «cannot open my order, the link never arrived, needs access restored» tells it far more than a name does. Leave a description empty and a pipeline that still wears our name keeps our description; one you renamed is described to the agent by your name alone. A card you reclassify by hand always wins over the agent's guess.
When a card counts as stuck. Each pipeline has its own number of days after which an untouched open card turns red — 14 unless you change it. Same-day work is stuck after a few days; a quote that takes two months to decide is not. The card's earlier warning colours scale with your number.
How a card ends — and why «Contacted» is not the end
Every board has two kinds of column. The middle ones say where the work is: New, Contacted, Booked. The last two are the end: one where the work succeeded, one where it did not. A card stops only there. A board where half the cards stand in «Contacted» is a board where nobody knows what happened next.
Name the columns by what has happened to the customer, not by what you did. A clinic, for example: New → Contacted → Booked → Came for the visit, or Won't come. «Booked» is a fact you can check, «Contacted» is only a step. Rename and add columns with Edit stages on the board.
- A card moves when something happened, not when time passed. While it is open, it has a next step with a date.
- The losing column asks for a reason. The reasons become the «Why we lost them» report.
- A card turns red after the number of days without movement you set for the pipeline — move it or close it.
- Where it shows: Reports → Funnel by stage (how many stand where and how many reached the end), Time in stage (where they get stuck and who waits longest), Requests and Investigated to an outcome for the other pipelines.
Complaints and questions: who is still waiting for an answer
A sale moves through stages. A complaint or a question does not — it has one question: has somebody answered the customer? So these pipelines open as a list, not a board. Waiting for an answer shows everyone who has not had a reply yet, newest first, with how long they have been waiting, the way into the conversation, and an Answered button. Answered shows the ones that are done — how fast, how, and by whom.
You do not move anything by hand. When a colleague replies to the customer in the chat — from the dashboard, the mobile app, the operator Telegram group or the Instagram app — that customer's open requests close by themselves. Solved it another way, by phone or in your own system? Press Answered on the list or on the request's card. A question the agent fully answered on its own is closed from the start. A complaint never is: only a person closes a complaint.
Nothing is deleted. A closed request keeps its history on the customer's card and can be reopened. A question the customer asks after your reply is a new request, so the list never hides somebody who wrote again. Requests older than a month fold into one line under the list — Waiting longer than a month: N — so today's customers are not buried; open it to answer them or close the ones that no longer matter. Nothing is closed for you.
For the manager. The top of the list shows the last seven days: how many came in, how many were answered and how many of them within an hour, how many still wait. Reports has the same for any period, one row per kind — so if you want to see «result did not arrive» apart from «cannot log in», make them two pipelines with a line each about what belongs there.
Which pipelines work this way is your choice: in Pipelines, «Done when the customer is answered» is on for complaints and questions and can be switched on for any pipeline of your own. The sales funnel always stays a board — an answer is not a sale. The board of a list pipeline is still one click away (Kanban) if you want it.
Serious cases: a person who owns them, and the managers told at once
Not every complaint is the same. «I cannot open my account» is support; «they did the wrong treatment», «my order was mixed up», «the staff were rude», «the branch was closed in working hours» are claims about the quality of your work — rare, and each one costly. Give them a pipeline of their own, describe in a line what belongs there, and the agent files them separately.
In Pipelines, two settings make such a pipeline work: Cards here go to — the person who investigates them gets every new card, whoever the customer happened to talk to; and Tell the managers at once — every manager and admin hears about each new card on their own Telegram and in the app. Keep the second one for rare kinds: a message per card on a busy queue teaches people to ignore it.
Work such a pipeline as a board with its own columns — for example «New → Investigating → Resolved / Not confirmed» — and say what was done when you close a card. Reports then show how many came, how many were resolved or not confirmed, how long they took and how many are still open.
Each pipeline can have columns of its own
Your sales funnel runs New → Contacted → Qualified → Won. A support pipeline does not: its work is «Received → Waiting on the supplier → Answered», and until it has those columns everything piles up in the first one. Open the pipeline's tab and press Set up → Edit stages (admins) — you are editing the board in front of you, and your main funnel keeps its own columns untouched.
A pipeline with no columns of its own simply uses your main funnel's, exactly as before. When you move a card to another pipeline it keeps its place in the work: open stays open, closed stays closed, and it lands in that pipeline's matching column.
Once two pipelines have different columns, All shows a list instead of a board — one board cannot draw a card standing in a column it does not have. Each pipeline still has its own board, one tab away, and moving many leads at once works inside one pipeline.
Unsorted (incoming lead triage) — optional, for sales teams
When switched on (Settings), every NEW lead the AI captures lands first in an “Unsorted” queue instead of straight into the pipeline — the amoCRM-style “review before it clutters the board” inbox. Open the rose “Unsorted” tab above the board: each row shows the contact, the message, and the AI's guess (lead / complaint / info / spam) as a pre-filter. Accept → the lead enters the pipeline and is yours (with the shared password it gets an owner the same way as other new leads); Reject → it drops off the board (marked as noise). Who accepted or rejected each lead is recorded in the audit journal. AI-resolved requests skip the queue (they're already closed). Nothing changes for accounts that leave it off — leads go straight into the pipeline as before.
Handing out leads nobody owns
Leads created before automatic owners have none. A manager or administrator opens Leads → Set up → Hand out owners: the page first says how many open leads have no owner, and nothing moves until you press Hand out. Each lead then goes by the same rule as a new one — the colleague who already looks after the customer or spoke to them today, otherwise the person on duty for tasks, otherwise whoever has the least work, so the pile is spread across the team. Leads the agent settled by itself, spam and requests waiting in Unsorted are left alone. One press hands out up to 500; the result says how many went to people and how many are left. Nobody gets a message per lead, and the journal records who pressed the button.
Renaming stages:
If "Qualified" / "Won" doesn't fit your business (clinic, salon, law firm), an admin opens the Leads page and clicks Set up → Edit stages to rename them. The underlying stage codes stay the same, only the display label changes.
Custom pipeline — add / remove / reorder stages:
The 5 stages above are just the default. Your pipeline can be ANY ordered list of columns — e.g. a sales-outreach funnel connect → accepted → DM1 → reply → demo → call — each tagged open, won or lost so reports and follow-ups keep working. The kanban renders your columns automatically, and your weekly funnel numbers (how many reached each stage) read straight off them. An admin clicks Set up → Edit stages on the Leads page to rename, add, remove, reorder or recolor columns — no support ticket needed. (You can't remove a column that still has leads; move them first.)
Anonymous leads:
If the AI created a lead but didn't capture phone/email (caller just complained and hung up), the lead card auto-opens its edit form so you can fill in contacts post-hoc. The card still shows the originating call in the timeline so you have context.
Sales pipeline (optional):
If your business has deal amounts (B2B sales, real estate), ask support to enable Deal economics for your account. Lead cards will then show amount, currency, expected_close_date, probability_pct fields, and kanban columns will sum the totals. Hidden by default — medical/beauty/service businesses don't need it.
Export:
Open Set up → Download CSV above the board — exports every lead with phone, email, message, source, stage. Use it to backup, import into Excel, or hand off to another CRM. The file has owner and tag columns and contains only the leads of the owner and tag filters you chose.
Change stage from the lead card:
Open any lead and use the Stage dropdown at the top — no need to go back to the kanban and drag. It saves instantly and shows on the lead's timeline.
Custom fields — your own fields on the lead:
Admins can add fields specific to your business via Leads → Set up → Lead fields — give each a name and a type (text / number / date / list; for a list, put the choices comma-separated). Examples: "Service" (list), "City" (text), "Appointment date" (date). Operators then fill these in on each lead's edit form, and the values show on the lead card. Rename a field freely — existing values are kept.