Sales Opportunities and Customer Follow-up

The Sales & Leads section in the panel lets you see your customers' contact information, conversation activity and follow-up status in one place. You can filter the records you need to attend to, review conversation summaries and add your team's follow-up notes.

A lead means a potential customer who can be followed up. A record being in the lead list does not show that the customer has decided to buy. When evaluating a sales opportunity, review the customer's messages and needs together.

How Is the List Formed?

The list is formed from the customer records in your account. You also do not need to create leads manually in this section.

The Leads (Email/Phone) filter shows customers who have an email or phone. This filter does not select based on the purchase intent score. A customer without contact information may also be interested in your product; to see the broader list, use the All option.

Filtering Customers

In the Sales & Leads > Leads section, you can use the following filters:

Filter	Records it shows
All	Customer records that can be listed.
Leads (Email/Phone)	Customers who have an email or phone.
Active This Week	Customers with a message in the last 7 days. This period is independent of the calendar week.
Inactive (30+ days)	Customers whose last message is more than 30 days old or who have no last-message date.
Info Collected	Customers marked as having a completed information-collection status.

If the list has multiple pages, navigate with the page buttons. A filter returning no results does not mean there are no customers in your account.

Reviewing Customer Details

When you open a customer's details from the list, depending on the information in the record, you can see:

Name, email, phone and contact channel.
Message count and first message date.
The last 30 messages.
Answers given to the intake questions.
The AI conversation summary and follow-up suggestion.
Notes added by your team.

The recent messages area may not contain the entire conversation. For a more comprehensive conversation history, use the Messages section.

Conversation Analysis with AI

Using the analysis button in the customer details, you can run the AI analysis. The analysis evaluates the customer's last 50 message records to create a conversation summary and follow-up suggestion. If there is no message record, the analysis cannot be performed.

When reading the summary, check the analysis date. If new messages have arrived since, the current summary may not include them. Re-run the analysis when needed.

The AI suggestion helps you determine the next step. For example, explaining product options to a customer asking about price, or offering a suitable appointment time to a customer requesting a meeting, may be suggested. When deciding on follow-up, rely on the customer's own statements.

The AI analysis does not change the sales funnel stage by itself. Your team updates the customer's follow-up status.

Plan information

AI sales analysis is a feature of Starter and higher plans. Availability depends on your account's plan.

Where Can You See the Lead Score?

When you open a conversation in the new Messages screen, the right customer panel shows purchase intent, lead score and the AI analysis summary. You can use these scores when evaluating a sales opportunity. The explanation of the scores and the refresh steps are in the Messages guide.

The Leads (Email/Phone) filter does not work by score; it shows customers who have contact information. The follow-up status in this list and the sales funnel in the Messages screen are separate areas.

Updating the Follow-up Status

You can change the status from the customer list or from the status field in the customer details. To establish a shared use with your team, you can rely on the following meanings:

Status	When can it be used?
New	For records not yet followed up.
Contacted	When the first contact with the customer is made.
In Discussion	While a discussion about needs, products or an offer is ongoing.
Qualified	For opportunities whose need and fit with your service have been evaluated.
Converted	When the sales or conversion goal your team defined is achieved.
Lost	When a followed-up opportunity did not conclude.
Not Interested	When the customer states they are not interested.

A status change is a follow-up record. Selecting "Converted" does not automatically confirm that payment was received.

Adding a Note

In the note area of the customer details, write a short explanation your teammates can also understand, and use the add button.

For example: "Called on September 23. Asked for a comparison of two products. To be contacted again on Friday."

Stating in the notes what was done, what the customer wanted and the next step makes follow-up easier. Express what the customer stated definitively separately from your own assessment.

Downloading as CSV

With the CSV Export button you can download the customer list as a file. The file includes fields such as name, email, phone, channel, language, tags, customer note, first and last message date and message count.

Before importing into your CRM system, open the file and check the columns. Downloading a CSV does not mean the records are automatically sent to the CRM; you need to do the import in the CRM you use.

Download scope

In the current CSV output, the All and Leads distinction is applied. The Active This Week, Inactive and Info Collected filters are not applied to the file in the same way. The follow-up status and team notes added from the customer details are also not in the output. The "Notes" column in the file is the customer record's general note field.

If a Record or Analysis Does Not Appear

First check the selected filter. Records without an email or phone do not appear in the Leads filter. Also check that records may be on other pages.

If there is no AI summary, run the analysis from the customer details. If the process does not complete, check whether the customer has a message record and check your account's AI sales analysis allowance.