ServiceFlow Pro Docs
Customers & CRM

Leads

Elijah Johnson · Published · Updated · 5 min read
A lead is a pre-customer opportunity with a status, a source, and an estimated value. The Leads page (/leads) tracks pre-customer opportunities with status, source, estimated value, and assignment. A lead arrives with source Angi, a name, a masked phone, a task name, and an estimated value.
Left menu: Leads to /leads - Create lead: New Lead button. View lead list with search, filters, sorting, and pagination. See summary stats (totals by status, pipeline value). Create and edit leads in modals. Delete leads you no longer need. Create Customer, creates a customer record from the lead (or opens the existing match). Create Estimate, creates/opens the customer, then opens a new estimate prefilled from a quote-engine submission when one exists. Switch to Nurture view when the lead-nurturing integration is enabled for your business. Place outbound calls from lead rows when telephony is configured. Lead nurturing integration (optional) for the Nurture tab and task indicators. Telephony integration (optional) for click-to-call from the list. Enter name, phone, email, source, status, estimated value, and notes. Optionally assign to a team member. Update status and notes as you follow up. /leads step 5 is Add a lead.

Overview

The Leads page (/leads) tracks pre-customer opportunities with status, source, estimated value, and assignment. Convert a lead when you are ready to start jobs and invoices under a full customer profile.

How to access

  • Left menu: Leads → /leads
  • Create lead: New Lead button on the list (modal)
Lead actions use the same permission family as customers (customers:create, customers:update, customers:delete).

How do you view lead list with search, filters, sorting, and pagination?

View lead list with search, filters, sorting, and pagination.
  • View lead list with search, filters, sorting, and pagination.
  • See summary stats (totals by status, pipeline value).
  • Create and edit leads in modals.
  • Assign leads to team members.
  • Delete leads you no longer need.
  • Create Customer — creates a customer record from the lead (or opens the existing match).
  • Create Estimate — creates/opens the customer, then opens a new estimate prefilled from a quote-engine submission when one exists.
  • Switch to Nurture view when the lead-nurturing integration is enabled for your business.
  • Place outbound calls from lead rows when telephony is configured.

Prerequisites

  • customers:view (and create/update/delete as needed) for lead CRUD.
  • Lead nurturing integration (optional) for the Nurture tab and task indicators.
  • Telephony integration (optional) for click-to-call from the list.

Step-by-step

Add a lead

  1. Go to Leads (/leads).
  2. Click New Lead.
  3. Enter name, phone, email, source, status, estimated value, and notes.
  4. Optionally assign to a team member.
  5. Save.

Work the pipeline

  1. Filter by status (e.g. new, contacted, qualified).
  2. Update status and notes as you follow up.
  3. Use row actions to edit, assign, call, or delete.

Create a customer or estimate

  1. Use the Customer or Estimate buttons on the lead row, or open the row Actions menu.
  2. Choose Create Customer to create (or open) the customer record.
  3. Choose Create Estimate to convert the lead if needed, then open the estimate builder. Quote-engine leads also prefill title, notes, and a priced line from the submission, including the original and AI photos in notes.
The lead status becomes converted. If a matching customer already exists, that customer is opened instead of showing an error.

Import leads from CSV

Use Settings → Bulk Upload with import type Leads. See the Bulk Upload guide for the CSV column template, email requirement, and optional match-by-email/phone upsert.

Use Nurture view (when enabled)

  1. Toggle the view mode to Nurture.
  2. Review scheduled nurturing tasks per lead.
  3. Indicators on the list show leads with pending tasks for today.

Example: an Angi lead that should not become two customers

A lead arrives with source Angi, a name, a masked phone, a task name, and an estimated value. It shows on /leads as new. The coordinator filters to new, assigns it to the estimator, and sets status to contacted after the first call. Click-to-call is on the row only when telephony is configured. Without it, the phone number is still on the lead; the button is not a second dialer.
When the homeowner wants a price, the coordinator uses Create Estimate, not a blank customer form. ServiceFlow creates the customer if none matches, or opens the existing match instead of erroring on a duplicate. Quote-engine submissions also prefill the estimate title, notes, and a priced line, and they keep the original and AI photos in the notes. Status on the lead becomes converted. Create Customer stops at the customer record. Neither action creates a job by itself. Schedule the work from the customer or from the estimate after it is approved.
There is no separate leads permission. customers:view opens the list. Create, update, and delete follow customers:create, customers:update, and customers:delete. A technician role that cannot edit customers cannot edit leads either.
Nurture view and the "task due today" marks appear only when the lead-nurturing integration is on for the business. If that flag is off, stay on the standard list and use status plus notes. CSV import is Settings → Bulk Upload with type Leads, not a button on this page. Email is required on import, and match-by-email or phone can update an existing lead instead of inserting a second one. Details are in the bulk-upload guide.
Estimated value on the lead is pipeline reporting. It is not an invoice and it does not become the estimate total unless you carry it into the estimate yourself or the quote engine already priced a line.

Current limitations

  • Nurture tasks and the Nurture view require the lead-nurturing integration flag on your business settings.
  • Convert creates a customer but does not automatically create a job or estimate — do that from the new customer record.
  • Lead permissions are tied to customer permissions; there is no separate leads-only role today.

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