Managing Leads

Leads is your pipeline for tracking potential clients before they become bookings. Use it to stay on top of every inquiry, follow up at the right time, and convert leads into clients when they're ready.

Adding a Lead

Navigate to Leads and click Add Lead. You need a first and last name plus an email or a phone number; everything else is optional. You can record:

• Name and contact info (email, phone)
• The trip they're asking about — trip type, destination, dates and how many adults and children
• Budget — the total for the trip
• Source — where the lead came from
• Any initial notes

Address, birthday and anniversary sit behind Address, birthday, anniversary so the form stays short. Click Add to open them.

Press ⌘ Enter (Ctrl Enter on Windows) to save from any field. Save & add another saves the lead and clears the form for the next one, which is handy after a trade show or a busy inbox.

Fill from a message

Most leads arrive as an email, a DM or your notes from a call. Click Fill from a message at the top of the form, paste the text, and click Fill the form. JourneyFuse picks out the name, email, phone, destination, dates, travelers, budget, trip type and source, and writes a short summary into Notes.

Each field it filled has a small purple dot next to its label. Check those before you save; the dot disappears as soon as you change the field. Anything the message doesn't say is left blank rather than guessed. If a message gives a month and day but no year, it's read as the next time that date comes around.

What the preview shows

On a wide screen, a panel on the right fills in as you type:

• On your pipeline — the card this lead will appear as
• Existing client — whether someone with this name or email is already a client. If they are, pick them under Existing client so the inquiry stays on their record.
• Assignment — who the lead goes to, or that it waits in the queue
• Automations — any automation that starts when a lead is created. Each one only runs if its own conditions match the lead.
• Lead details — how much of the information a first reply usually needs you already have, and what to ask for next

Leads from proposals

A proposal you send for someone who isn't on the board yet adds them as a lead at Proposal Sent, so new business built straight from a trip still gets tracked. Selling more to a client who already booked is not a new lead, so these stay off the board:

• Add-on offers
• Any proposal on a trip that already had a booking when you created the proposal, such as excursions or pre- and post-cruise extensions for a booked cruise

A proposal you started from a lead always moves that lead along, whatever the trip.

Two Ways to View Your Pipeline

Use the tabs at the top left to switch between views:

• By Status (Kanban) — see leads grouped by stage in columns. Drag cards between columns to move stages.
• Table View — see all leads in a flat list, useful for scanning or sorting.

You can also filter by Source and sort by Newest, Budget, or Staleness (how long a lead has been stuck in its current stage).

Reading a lead card

Each card on the board shows:

• The trip in the shaded band: destination, trip type, dates, number of travelers, and budget
• Proposal, Booked and Client chips when a proposal is attached, the person has already booked, or the lead is linked to an existing client
• The advisor the lead is assigned to
• A chat bubble with a number when you've emailed the lead from JourneyFuse. Older emails sent before leads were linked to their emails aren't counted, so the lead itself may show a few more.
• Days in stage (for example "14d"), which turns amber after 3 days and red after 7

Coloring a card

Give a card a color and a short label, like VIP or Awaiting reply, so it stands out on the board. The color shows as a stripe down the card's left edge and tints the trip band.

• On the board, hover over a card and click the palette icon, or right-click the card.
• Or open the lead and use Card color.

Pick a color and type a label of up to 24 characters. Press Enter or click away to save the label. Click × to remove the color. Everyone in your workspace sees the same colors and labels.

Pipeline Stages

Leads move through six stages:

You can change the stage from the Kanban board (drag and drop) or from inside the lead detail view using the Pipeline Stage selector.

Lead Detail View

Click any lead on the pipeline and it opens in a window over the board. Use ↑ and ↓ to step through the leads in that column without closing it. Click the expand icon to open the same lead as a full page. Both show exactly the same information and actions, and the address bar links straight to the lead, so you can bookmark it or send the link to a teammate.

Across the top you'll find:

• The lead's name (click it to edit), where they came from, and how long they've been in their current stage
• Link to existing client and the assigned advisor
• Email, Intake call, Create proposal / View proposal, and Convert
• The ⋯ menu for Edit all details, Planning fee, Add to newsletter list (lost leads only) and Delete lead
• The stage bar. Click a stage to move the lead. Lost sits apart at the end.

Below that, Next suggests the one thing to do now, such as claiming the lead, making first contact or sending a proposal. It also offers a one-click reminder. Your follow-up reminders are listed underneath.

The rest is organised in tabs:

• Overview: contact details, deal info (budget, trip type, source, who referred them, who added the lead), tags, the linked client's profile, and the latest activity
• Activity: log a note, call, text, meeting or email, and see everything that has happened in one timeline. Automations still queued for this lead, form responses, and emails sent are here too.
• Trip: destination, dates, travelers, budget, birthday, anniversary and address. Click any value to edit it.
• Files: quotes, proposals built in other tools, and anything else you've attached
• Routing: why the lead was assigned, its assignment history, and specialty tags. Owners and admins can reassign it here.

Running an Intake Call

Open the lead and click Intake call (or Start intake call on a brand-new lead). A call screen opens with a timer already running.

• Your script. Pick one of your forms from the menu at the top and answer its questions as they come up. Nothing is required, so skip anything the conversation doesn't reach. Questions that depend on an answer (a cruise-only section, say) appear once you give it. A progress bar shows how many you've covered. JourneyFuse remembers the form, so next time it opens straight to your questions. No script? Choose No script — just notes.
• What you already know. The right side shows the destination, dates, travelers, budget, trip type and source already on the lead, so you don't ask twice. Anything marked Not asked yet is worth asking.
• Call notes. Jot down anything that isn't a form question.
• Wrap up. Choose how it went (Reached, Left voicemail or No answer), leave Move to Contacted ticked if you want the lead to advance, pick a follow-up (Tomorrow, In 3 days or Next week), then click Save call or press ⌘ Enter.

The call is logged in the lead's Activity tab with its outcome, length and your notes. Form answers appear there too, marked Filled in on a call. Nothing is emailed to the client, no new lead is created, and no automations run. Signature, file upload and planner questions are left out, because only the client can give those.

If you close the call screen before saving, your answers, notes and timer are kept as a draft on this device. Open Intake call again to pick up where you left off, or click Start over.

To build a script, add your questions under Forms. If they live in another system, click Import a Form, choose Paste Content and paste them in. Check the fields it builds before you save.

To make sure every new lead gets a call, add an automatic task: in Automations, click Add, then Start from blank, choose Leads & forms, and add a step on When a new lead is created. Open More options, pick Create Task, and assign it to The lead's advisor. Each new lead then gets its own task that opens straight to that lead.

Handing the lead to a researcher after the call

To pass a lead to a teammate once the call is done, use a tag as the handoff:

1. In Automations, click Add, then Start from blank, choose Leads & forms and click Create.
2. Click Add Step, open More options and pick Create Task. Name it (Research, say), set Assign to to A specific person and choose your teammate.
3. Under When, pick When a tag is added to a lead. Click Add condition and set Tags, contains, Ready for Research.
4. Switch the automation to Whole agency so it runs on every advisor's leads, not only yours.

After the call, add the Ready for Research tag under Tags on the lead. Within about 15 minutes your teammate gets the task and a notification. The task opens the lead, where your call answers are under Form Responses.

Your teammate needs to be able to open the lead. Owners and admins see every lead. An agent only sees leads assigned to them, so a researcher on an agent seat cannot open the lead or read the call answers. Give them an admin seat, or assign the lead to them.

Two Leads for the Same Person

When someone fills in one of your forms and then fills in another — the intake form and the destination questionnaire it links to, say — JourneyFuse now recognizes them and adds the second form to the lead they already have, instead of starting a second lead. Both sets of answers appear on the one lead, under Form Responses.

That happens automatically going forward. For a pair that is already sitting in your pipeline, fold them together by hand:

1. Open the lead you want to get rid of.
2. Under its form response, click Move to another lead.
3. Pick the lead that should keep it. Leads that share the same email address are listed first.
4. Confirm.

The form moves across, and any answer the surviving lead was missing — phone, budget, destination, travel dates, party size, address — is filled in from it. Anything that lead already has is left exactly as it is, so a budget or phone number you corrected by hand is never overwritten by an older form.

If the lead you moved the form off is left holding nothing else, JourneyFuse offers to delete it in the same step.

Two people really can share one email address — spouses, or a parent booking for a child. A shared address puts a lead at the top of the list, but it never picks for you. Check the name before you confirm.

Attaching Files to a Lead

The Files card on the lead detail page holds documents that belong to the lead rather than to a trip. This is the place for a proposal or quote you built in another tool, a supplier PDF, or anything else you want to reference later without leaving the lead.

Drag a file onto the card or click Choose File. The limit is 10MB per file.

Files attached to a lead carry over automatically when the lead converts to a client, so nothing is lost at the moment the deal closes. Notes carry over the same way.

Converting a Lead to a Client

When a lead is ready to book, click Convert in the top right of the lead detail page. JourneyFuse will create a new client from the lead's information and redirect you to their client profile.

Once converted, the lead is marked as Won and a View Client link appears in the Deal Info panel.

Leads marked Won or Lost will no longer show the Convert button.

Lead Claiming & Assignment

In team workspaces, leads can be assigned to specific agents.

Admin Assignment

Admins and owners can assign any lead to an agent using the assignment dropdown in the lead detail view. This is useful for distributing incoming leads across your team. The agent gets an email to accept or decline it.

When you add a lead yourself from My View, Assign to starts on your own name, so the lead is yours the moment you save. In Agency View it starts on Unassigned, so the lead waits in the queue until you pick someone.

Assigning a lead to yourself, whether from the New lead form, the lead's Routing card or a bulk selection, needs no acceptance. It is marked accepted straight away and no accept or decline email is sent.

Agent Lead Claiming

When Allow Agent Lead Claiming is enabled in workspace settings, agents can claim unassigned leads directly:

• Unassigned leads show a Claim button
• Clicking Claim assigns the lead to you
• Once claimed, the lead appears in your personal lead list

This works well for agencies where leads come in from shared sources (website forms, referral partners) and agents self-select which leads to work.

Only workspace owners and admins can enable agent lead claiming in Settings.

Tagging Many Leads at Once

In the Table view, tick the leads you want and click Add tag in the bar that appears. Pick a tag, or choose + New tag… to make one. Before anything is applied you see which automations the tag starts and for how many leads, for example Cancun nurture for 200 people. Nothing is tagged until you confirm.

This is how an existing list enters a sequence built on When a tag is added to a lead. See Automations for building one. Each lead goes through each step once, so tagging the same people again never sends twice.

Deleting a Lead

From the lead detail page, scroll to the bottom of the left panel and click Delete Lead. The lead disappears from your pipeline along with its notes, but it is not destroyed — a mistaken delete can be undone from Leads → Deleted.