Administering leads

Reserved for Administrators and CRM administrators. Menu: CRM › CRM administration › Leads (address: /crm/admin/leads).

Assignment

A captured lead (form, email, API, other module) gets its owner from the first matching rule, in order:

• Criteria: all must be true (source, campaign, country, industry, channel, job title, company, employees, email domain, language). Without criteria, the rule applies to every lead. Several values: operator "is one of", comma-separated values.
• Method: Specific user (the first in the list), Round robin, or Least loaded (the one with the fewest open leads).
• Candidates: users and/or a sales team.
• Deadline: follow-up deadline in minutes (empty: general setting). Reassign at deadline: a lead not followed up moves to the next candidate (three times at most).

If no rule matches: the form's default owner, then the one in Settings. Only existing, active accounts receive a lead. With no possible owner, the lead is still saved, To assign: managers find it with the Queue to assign link of the lead list. A published form needs a default owner (its own or the one in Settings).

Scoring

A lead's score is the sum of the points of the rules that apply:

• Attribute: points if the criterion is true (for example "job title contains director": +20, "email domain is one of gmail.com": −10).
• Behavior: points per occurrence of an event (form submitted again, email received…), with a cap.

A rule's code is fixed; its labels are entered per language. Five rules are shipped (email, phone and company provided, form submitted again, email received) and can be changed or deleted.

Web forms

New form: name, displayed texts per language (title, introduction, thank-you message), offered fields (tick them, order them with the arrows, make them required, give them a label if needed), offered consents, source, campaign, default owner, redirect after submission.

Once saved, the form's page gives:

• the hosted page address, to share or link from the website;
• the HTML code to paste on an external site, to style like the rest of the site;
• Change the address: the old one stops answering immediately.

Submissions are protected by human verification (if it is enabled for "guest" forms, use the hosted page), an invisible honeypot field and a limit of submissions per address.

Settings

• Default owner and follow-up deadline (240 minutes shipped; 0: none).
• Inbound emails: declare a mailbox in the mailbox polling module (Microsoft 365, IMAP…) and choose the crm-leads handler. Choose here the source and campaign of these leads.
• AI predictive score: untick it to never send a lead to the AI. Without an AI provider, the feature stays hidden.

Rejection reasons and qualification criteria are managed in Picklists.