Leads: See Whose Turn It Is With Every Customer

When you talk to many people, it is easy to forget someone. One person asked a question yesterday. Another promised to pay next week. A third stopped halfway through your bot.

The Leads view of the CRM page puts them in one place, grouped by whose turn it is. The same page has your full contact list (Contacts) and the people in your groups (Group members).

Each lead also shows its stage: how far the person got in your bot. Stages come from the goals your bot already records.

Statuses change by themselves, by a few fixed rules. You can always change one by hand.

List or board

The List / Board switch above the leads picks how you see them. List shows one tab at a time. Board shows the same groups side by side as columns: Waiting on us, Waiting on them, Parked, New and Closed. Suggested contacts are not leads yet, so they have no column.

Drag a card to another column to change its status. Dropping on Parked asks for the day the lead comes back. Dropping on Closed asks Won or Lost. Click a card to open the contact card. Each column shows up to 50 leads; Show all opens that group as a list. The page remembers your choice in its link.

Leads are off in every workspace until you turn them on.

1. Open CRM in the left menu and switch to Leads.
2. Press Turn on leads.

Only an owner or admin can do this. Everyone in the workspace can then see the Leads view. Editors, admins and owners can change leads.

When you turn leads on, FlowCastle also:

• builds a first stage setup from your goal data (see below), and asks the AI which goal is your win. This uses a small amount of AI credits;
• moves your open follow-ups about people into leads. More on that in "Follow-ups become leads".

To turn leads off, open Stage setup and press Turn off leads. The page closes for everyone. Statuses and history are kept and come back when you turn leads on again.

A stage is a goal that people reach in the same order. For example: started → filled_form → booked_call → paid.

Your bot records goals with the Set Analytics Goal step. You see them in Analytics → Goals. FlowCastle looks at when each person first reached each goal and finds the usual order.

• A goal becomes a stage when at least 10 contacts reached it, and when people reach it in the same place in the order at least 8 times out of 10.
• Goals that happen at any point (for example, "asked about prices") are not stages. They are listed as Other goals, not stages.
• A contact's stage is the furthest stage they ever reached. It never goes back.

The Leads view shows a funnel at the top: how many contacts are at each stage now. Click a stage to show only those contacts.

In Analytics → Goals, the Counts as column shows what each goal means for leads: Stage, Win, Needs us or Other.

If your bot records no goals yet, there are no stages. Leads still work; only the stage column stays empty.

Press Stage setup in CRM → Leads. Here you see and change:

• Stages, in order. Each stage has a Stuck after time. It is the time in which 9 of 10 people moved on to a later stage. A stage gets no limit when fewer than 5 people moved on from it. You can change the time in hours or days.
• Win goal. When it fires, the lead becomes Won without approval. It must be one of the stages. Stages from the win on have no stuck limit.
• Goals that need us. When one fires, the person becomes a lead if needed and moves to Waiting on us. Good examples: "asked for a human", "complaint", "payment failed".

FlowCastle suggests all of this. The AI picks the win goal and the goals that need us. Until you confirm, the setup is recalculated as new goal data comes in.

Press Confirm setup when it looks right. From then on the setup is yours, and nothing recalculates it for you. Recalculate drops your confirmation and suggests the setup again from your data.

The rules are the same in every workspace:

A few details:

• Only messages the person types count. Taps on menu buttons, commands like /start, messages from your flows and replies from an AI agent step never change a status.
• If the person writes again after your answer, the lead stays Waiting on us.
• If a lead is Waiting on us when the win goal fires, it stays Waiting on us: you still owe them an answer. The win is saved in the history and the stage.
• Lost is never set by a rule. You set it by hand.
• Private notes in Live Chat stay inside your team. They are not sent to the person and do not count as a reply.

You can set any status by hand from the list or the contact card. Parked asks for a date: Tomorrow, In 3 days, Next week, In a month or your own. On that date the lead comes back to Waiting on us.

Not every contact is a lead. A contact becomes one when:

• you press Make lead (in Suggested or in the contact card). It starts as New;
• someone on your team replies to them in Live Chat;
• they reach a goal that needs us;
• you approve an AI proposal for them, or you set a status by hand.

Messages you send from the dashboard or through MCP move people who are already leads. They do not make new leads.

Groups and channels are never leads. Only people are.

Each lead has one Owner: the person on your team who looks after it.

• By default it is the person who made the contact a lead, or whose Live Chat reply did. In a one-person workspace it is you.
• When a conversation is assigned in Live Chat, the owner follows that assignment, until someone sets the owner by hand.
• If an owner leaves the workspace, their leads become unassigned.

The filter Mine / Unassigned / Everyone shows leads by owner. In a team, Mine is the default. In a one-person workspace the owner controls are hidden.

The Suggested tab lists contacts who are not leads yet, but who stay at one stage before the win longer than its Stuck after time. These are the people who would otherwise be forgotten.

For each one:

• Make lead turns them into a lead with status New.
• Dismiss hides them until something new happens: they reach a new stage or write again.

People who unsubscribed are never suggested.

Open a contact and go to the Lead tab. You see the stage, the lead status and the owner. You can change them, park the lead, and add notes ("what happened, what was agreed").

History shows every change and who made it: a person, a rule or the AI.

In the same card, the contact's subscribed / unsubscribed label is now called Subscription.

The Open chat button at the top of the card opens the conversation with this person right inside the card, so you can read and reply without leaving the list. Contact details takes you back; Open in Live Chat opens the full live chat in a new tab. The chat in the card is the same live chat: replies, notes and assignment work as in Live Chat.

AI triage reads a lead's new messages and proposes what to do. It is off by default. An owner or admin turns it on in Stage setup → AI triage.

For each lead, it writes:

• a short summary of where things stand;
• a proposed status, for example "Parked until 3 Nov";
• the next step for your team;
• a draft message in the language of the conversation.

The AI only proposes. Nothing changes until someone approves. In the contact card you can:

• Approve: set the proposed status. The draft stays.
• Approve & send: send the draft, or your edit of it, through the bot. It is sent as your message and also shows in Live Chat. The lead moves to Waiting on them.
• Skip: drop the proposal and the draft.
• Refresh: ask for a fresh check now.

It runs only when something changed: the person typed, reached a stage, the win or a goal that needs us, or a lead has been quiet for 2 days while Waiting on them. Each check spends AI credits. Set Checks per day, at most (1 to 500, 50 by default) to cap the cost. You can also pick up to 5 contact variables the AI reads, like the plan or the company name.

At 09:00 your time, the FlowCastle notification bot can send you a short list in Telegram: up to five people to reach today.

• First your leads that are Waiting on us, oldest first.
• Then leads Waiting on them that have been quiet for 2 days or more.
• Owners and admins also get unassigned leads and Suggested contacts.

Each person comes as a separate message with Approve & send (when there is a draft), Skip and Open. There is no "send all" button: you decide for each person.

The digest goes to editors, admins and owners who connected FlowCastle notifications in Telegram. You can turn it off in Stage setup.

Leads do the job that follow-ups did for people. Two lists for the same job would split your attention, so:

• When you turn leads on, open follow-ups about people become leads. An open follow-up becomes Waiting on them. A snoozed one becomes Parked until its snooze date. Its note goes into the lead history, and the person it was assigned to becomes the owner.
• While leads are on, you park a lead instead of creating a follow-up about a person. Pulse also stops creating automatic "no reply" follow-ups.
• If you use MCP, create_follow_up_task for a person now parks their lead until the due date instead.

Reminders that are not about a contact, and reminders about a group or channel, work as before.

• A flow cannot set a lead status. There is no "Set lead status" step yet. Your bot moves leads through goals: make a goal the win goal or a goal that needs us in Stage setup.
• No MCP tools for leads yet. Only create_follow_up_task changed, as described above.
• No automatic setup updates after you confirm. If your bot changes, open Stage setup and press Recalculate.
• Reply-keyboard taps count as typed text. On Telegram, a tap on a reply-keyboard button arrives as a normal message, so it changes the status like a typed message. Taps on numbered text menus and on inline buttons do not.
• The digest is in English only. The CRM page and the contact card are in English and Russian.
• Nothing is sent by itself. Leads and AI triage never message a person without a person pressing a button.

Give your bot clear stages first: The Action Node: Everything Your Bot Can Do shows the Set Analytics Goal step.