By workflow
The lead you answer first is the one you win.
Every lead sits in one place with its source on it, can be assigned to a person, and moves through the pipeline until it is Won or Lost. Nothing waits in someone’s inbox for the afternoon.
JCJames Carter+1 408 964 02092026 Honda PrologueMia Morgan2026-09-08 12:551GoogleNew$2,400Wants it before the weekend
- Vehicle
- 2026 Honda Prologue
- Assigned to
- Mia Morgan
- Source
- Age/day
- 1 day
- Notes
- Wants it before the weekend
LVLena Vargas+1 925 698 21442023 Tesla Model YHenry Harris2026-09-07 09:122FacebookContacted$1,180Add note
- Vehicle
- 2023 Tesla Model Y
- Assigned to
- Henry Harris
- Source
- Age/day
- 2 days
- Notes
- No note yet
SBSam Boateng+1 510 860 04462025 Ford F-150Ava Mitchell2026-09-05 14:404YelpQualified$3,900Quoted, waiting on colour
- Vehicle
- 2025 Ford F-150
- Assigned to
- Ava Mitchell
- Source
- Yelp
- Age/day
- 4 days
- Notes
- Quoted, waiting on colour
RDRita Delgado+1 916 447 33902022 Audi Q5Liam Anderson2026-08-31 16:059PhoneContacted$780Add note
- Vehicle
- 2022 Audi Q5
- Assigned to
- Liam Anderson
- Source
- Phone
- Age/day
- 9 days
- Notes
- No note yet
TRTom Reyes+1 707 214 88522025 BMW X5Mia Morgan2026-09-08 08:301GoogleWon$5,600Booked for Thursday
- Vehicle
- 2025 BMW X5
- Assigned to
- Mia Morgan
- Source
- Age/day
- 1 day
- Notes
- Booked for Thursday
New(1)
Contacted(2)
Qualified(1)
Proposal sent(0)
Nothing at this stage
Negotiation(0)
Nothing at this stage
Follow up 1(0)
Nothing at this stage
Follow up 2(0)
Nothing at this stage
Follow up 3(0)
Nothing at this stage
Overdue(0)
Nothing at this stage
Won(1)
Lost(0)
Nothing at this stage
Where they come from
Every source, its own journey.
The same pipeline for every source, but a phone call does not behave like a click.
Speed to lead
The first reply usually takes the job.
Two shops get the same enquiry at the same moment. One has set up a Lead Created rule that sends the first reply, one gets to it after lunch.
ShopHawk answered in 3 minutes. The other shop got there 4 hours later, by which point the customer had already booked somewhere else.
Response Time is the share of leads answered after 3 minutes
The follow up
It keeps going when nobody is at the desk.
One thread per lead. Calls, emails, texts and notes all go in it, and the automatic messages sit in the same place as yours.
Replied at 9:43 AMMessages 6
What happened here
- Lead captured with its sourceGoogle · sitting in New
- A Lead Created rule sends the first messageOnly if you set one up, from your template
- Your booking page link goes in itThe customer asks for a time
- A booking request lands in ShopHawkYou convert it into an appointment
This thread so far
Why it matters
Nobody has to type the first message. Set a notification rule on Lead Created, or a workflow with a Record Created trigger and a Send Email or Send SMS node, and it goes out from your template. Nothing is sent to a new lead until you do.
See your own leads on this screen in a 20 minute walkthrough.