Understand your lead pipeline

How the pipeline works

Every lead appears in one stage. PrimaReply updates the stage as the conversation develops, a customer considers a booking, or your team completes the enquiry.

Needs you

Your team owns the next action. Open these leads first.

A lead may need you because:

• PrimaReply has collected the required information.
• The customer asked for a person.
• The enquiry needs priority attention.
• The customer selected a time that requires staff approval.
• The enquiry relates to the business but does not match a configured service.

Review the conversation and follow the suggested action on the lead.

In progress

The enquiry is active, but it does not currently require a new action from you.

PrimaReply may still be gathering required details, or a staff member may already have taken over the conversation. Open the lead to see what has been captured and which required answers are still missing.

Booking pending

The customer owns the next step. PrimaReply has sent a booking link or offered available Calendar times and is waiting for the customer to respond.

You normally do not need to chase the lead immediately. If the customer replies or chooses a time requiring approval, the stage updates automatically.

Booked

The appointment has been confirmed. Open the lead to review the service, appointment details, and conversation history.

Treat Booked as a completed pipeline outcome rather than a lead requiring follow-up.

Closed

The enquiry is no longer active. This includes leads your team marked as lost and conversations with no customer activity for 14 days.

Closed leads remain available for history and reporting. If a customer returns with a new message, their current activity can be reviewed from the Inbox.

All

All combines every stage into one searchable list. Use it when looking for a particular customer, service, phone number, or preferred time.

A simple daily routine

1. Open Needs you and handle the oldest or highest-priority leads.
2. Check Booking pending only when you need to review customers who have not completed their next step.
3. Use In progress to inspect active conversations without interrupting PrimaReply unnecessarily.
4. Use Booked and Closed for completed work and historical context.

Always read the conversation before contacting a customer so you do not repeat information they already provided.