CRM

One road, three places: an enquiry is a LEAD (worked on the Leads page), a lead worth pursuing becomes a DEAL (worked on the Sales Pipeline), and a won deal becomes a CLIENT. Each step happens in one place only. Every enquiry ends in one result. While it is being checked it sits on the Leads page under Working (New, then Contacted). From there it either moves on, with Move to pipeline (or by setting its status to Qualified), or it gets a result from the Result menu: Lost (say why, and optionally pick a day to try again), Follow up later (pick the day it comes back), Do not contact (they asked us to stop), or Archive (spam and duplicates). Won is never set by hand: a lead is won when its deal is won. A lead in the pipeline leaves the Leads page, and search still finds it. There is no separate Convert to client: winning the deal creates the client automatically and links it, and marking a deal lost asks why. The Sales Pipeline tracks deals through stages of your own: it starts as Discovery → Qualified → Proposal → Negotiation → Won / Lost, and the Stages button (owner or admin) lets you rename, add and reorder them. A finished stage carries a "Counts as" switch - Won, Lost or neither - which is how the pipeline tiles, the win/loss report and the "a won deal becomes a client" rule know what a finished deal meant, whatever the stage is called. Renaming a stage carries its deals along.

• Each deal links to a CRM Company and Contact, and to the lead it came from
• One person, one lead: when the same email submits one of your forms twice, the second enquiry is added to the open lead instead of creating a duplicate. Who gets a new lead is a rule on the form - whoever created it, round robin (the staff member with the fewest open leads), or one named person.
• Activity log on every deal, company, and contact record
• Contact profile: open any contact for a full record: inline-editable details (title, email, phone, website, company, status, owner, lead source, annual revenue, address) alongside a live activity timeline where you log notes, calls, emails, meetings and tasks against the person, plus their open deals.
• New contact captures the whole person in one form: avatar, nickname, several phone numbers with labels (mobile, work, direct), the company they work for (pick an existing one or type a new name and it is created on the spot, right on the first tab), job title and department, birthday, website, address, LinkedIn / X / Facebook / Instagram, your custom fields, and a tick-box that also files them in Leads.
• A contact can be whatever they are to you - the status list is yours to write. It starts as Lead, Active, Customer, Partner, Vendor, Supplier, Contractor, Friend, Family and Inactive, and the gear beside the field (or the Statuses button above the contacts list) lets you rename any of them, add your own with a colour and an icon, reorder them or delete the ones you do not use. The board groups by whatever list you end up with. Contacts already holding a status you later delete keep it and get their own column rather than disappearing.
• Several numbers per person: an incoming call from ANY number on a contact shows their name, not the digits. One number is the primary, which is the one other screens dial.
• Custom fields on Deals, Contacts, and Companies: defined once, appear on every record of that type
• Won deal → create Project directly from the pipeline view
• Lead scoring: every lead gets an automatic 0-100 score (Hot 60+ / Warm 30+ / Cold). It adds up how reachable they are and how they found you (fit), how much and how recently they talk to you and whether it is a real two-way conversation (engagement), and how far the deal has got (stage), and it drops when the lead goes quiet for a month or more. It updates the moment someone logs a reply or files an email, and again every morning. Open a lead and press the score ring to see every point and what would raise it. Sort the Leads list by Score to work the hottest first.
• The Leads page has five lists, as tabs: Working (enquiries still being checked), Follow up later (soonest date first, with the date shown), Lost, Do not contact and Archived. Each tab shows how many leads it holds. On the follow-up date the lead comes back to Working by itself and its owner gets a notification that opens the lead.
• The lead record: the top of every lead shows the score, Move to pipeline, Call / Email / Log activity, the path New → Contacted → Move to pipeline with the Result menu beside it, and a warning when the lead wrote and nobody has replied, when nobody owns it, or when it has gone quiet. Once a result is set, a line at the top says it (for example "Follow up on 12 Jan 2027" or "Lost: Price") with a Reopen button that puts the lead back on Working. Overview holds the contact and enquiry details (click any value to edit), the tags, the full notes and the score breakdown.
• Do not contact means exactly that: once a lead is marked, calls, texts, emails, email sequences and campaigns to that person are blocked, the Call, Text and Email buttons on the record are switched off, and any sequence they are in stops. They are also taken off your marketing list, and WorkBOS refuses to send them email from Mail or a connected Gmail. Reopening the lead lifts the email and call block, but never puts them back on the marketing list.
• Tags work as filters: pick one or more tags on the Leads page or the Sales Pipeline to see only the records that carry any of them. A deal shares its lead’s tags.
• Replies come back by themselves: when your Gmail or Outlook is connected under Connected apps (shared with the workspace, or your own as an owner or admin), WorkBOS checks it every 15 minutes. A reply from a lead you emailed lands on that lead’s timeline, moves a New lead to Contacted, shows the date in the Replied column and alerts the owners, admins and the lead’s owner. A reply that says no, unsubscribe or not interested also marks the lead Do not contact. Mail that bounced marks the lead’s address in red and stops further mail to it. Use the Replied filter on the Leads page to see only the leads who wrote back.
• The deal record looks exactly like the lead record, because it is the same person: the score, Call / Email, the stage path with Won and Lost, one timeline of every call, email and note from first enquiry on, plus Proposal and Invoice buttons. A lead that is already in the pipeline opens its deal. Moving a deal to Lost asks why and offers a day to try again. The Result menu works on a deal too, and closes it. Won shows a link to the new client; Lost shows the reason and a Reopen button; Back to leads returns a deal that was not ready after all. Every deal has a person behind it, so every deal opens this same page, with the same tags as its lead.