How to use the CRM and lead scoring
Track every lead through a four-stage funnel, tag them, search precisely, and prioritise with engagement-based lead scores.
The CRM gives you a single list of everyone you're engaging across campaigns, organised into a pipeline and ranked by how warm they are. It's included on Growth Plus and Enterprise.
The pipeline funnel
- Not Contacted: imported, with no email or call yet.
- Contacted: you've emailed or called them. Leads move here automatically on their first campaign email or call.
- Qualified: a real opportunity.
- Disqualified: not a fit, or asked not to be contacted.
The funnel strip at the top of the CRM shows how many leads sit in each stage, your contact rate and your qualification rate. Click a stage to filter the list to it. Change a lead's stage from the table, from the lead's detail panel, or by dragging its card on the Funnel board. A call disposition such as Interested or Do Not Call can move the lead for you.
How lead scores work
Each lead's score is built from their engagement with your campaigns and updates as new activity comes in: every email sent adds 5 points, and every open or click adds 10, up to 100 for opens and 100 for clicks. A bounce drops the score to -10 and an unsubscribe to -50. The people actively engaging with your outreach rise to the top; contacts who have barely interacted stay lower.
Finding the right leads
- Search: choose where to look (all fields, name, email, company, phone or tag). Every word must match, so "jane acme" finds Jane at Acme. Press / to jump to the search box.
- Campaign: pick a campaign from the dropdown beside Filters to see only the leads in it.
- Filters: lead score, last activity and tags.
- Sort: newest, oldest, name, company, most recent stage change, lead score, or last activity. Click the Score or Last activity column header to sort by it, and click again to flip the order.
- Last activity is the newest email sent, open, click, reply, bounce or unsubscribe, or call on the lead. The column says which one it was.
Tags
Create tags such as Decision Maker or Budget Approved under Settings → CRM & Calling, then add them to a lead from its detail panel. To tag many leads at once, tick them in the table and use Add tag in the selection bar. The same bar can move a whole selection to another stage.
Lead details
Open any lead to see their full history in one place: the campaigns they were in, what they opened and clicked, their replies, and every call with its disposition and note. Check it before a call or meeting so you pick up exactly where the conversation left off.
Still stuck?
Ask Marielle, the AI assistant inside your dashboard, for an instant answer, or open a support ticket and the team will pick it up.