Leads

The service lead — from intake through requirements to the point it becomes an engagement. See Reading the tables for the conventions, and /admin/settings/scope in the platform for the live per-tenant answer.

Capabilities

Approving the requirements is the customer’s act (brd.signOff), not a manager’s. Managers read the BRD and can send delivery back with lead.flagRework; the expert raises a concern with brd.flag when a BRD is too thin to bid on. Archiving is admin-only — the manager equivalent is lead.qualifyOut, which records why the lead stopped rather than removing it: one of the six documented drop-off reasons, plus an optional note.

Surfaces

/service-leads is the Live Service Pipeline. Its four summaries — Active projects (“From initial request through delivery”: pending through work in progress), Service Pipeline Value (“Potential value of projects awaiting qualification”: the value of the same open projects, BRD approved or not — one with no value yet counts at nothing), Delivery complete (“Awaiting feedback and CSAT”: delivered or in survey) and Completed projects — read the same on every role’s board, and are links: each opens the board filtered to exactly the leads it counts, with a Clear to return. Each card leads with the project’s title in bold, with the service it asked for beneath it (the service name in bold when the project has no title), then the customer and the project’s one owner — the sales owner until the BRD is approved, the CSM after — read as “Owner: name”, “Owner: name (disabled)” or “Unowned”, then the expert and the value. Every lead carries a value, and the value follows one rule everywhere — on the card, the column total, the summary, the lead’s own header and the Command Centre’s funnel:

A live bid is one an expert has submitted and not withdrawn, and that has not been rejected; each is priced as its bid card shows it — its issued quote’s price, or the bid plus the workspace’s platform fee. Read at an earlier moment of a lead’s history, each bid counts as it stood then: only the bids submitted by that moment, and a bid drops out only from the moment it was turned down. A lead awarded later still shows, before the award, the average of every bid that was in, not the winning bid alone. Only people who see the workspace’s leads or bids as a whole (admin, SDM, CSM and the vendor) see the bid average. Customers, experts and sales see the list price, or £0, until a quote is accepted, so no bidder can work out a rival’s price from the figure. The customer’s budget plays no part in any value: a monthly list price counts one month, and a list price in another currency is shown in its own currency — on the card and in the lead’s own header and Overview — and left out of the totals.

The Service Pipeline Value summary adds up every open lead, BRD approved or not — the same leads its link opens, and the same ones Active projects counts; a lead with no value yet adds nothing — while each column totals every lead in its stage. Money is never converted: the board reports in the viewer’s own currency (EUR when they have none set), and so do its four tiles in the vendor’s KPI dictionary; the vendor’s other figures report in the organisation’s currency. A lead takes the currency of its accepted quote, else of its latest quote; before any quote, a lead valued at its list price takes the list price’s currency, and one valued at its bid average takes the customer’s, the currency its bids were entered in. A lead with nothing to value yet counts in the viewer’s currency. A lead priced in another currency still shows its own figure on its card, in its own currency, but is left out of the column totals and the summary, and one line above the board says how many leads were left out. Should a lead ever carry two accepted quotes, the most recently accepted one is the one every surface reads.

/workspace/[id] is the Customer Service Journey — “One customer. From first conversation to delivered value and billing.” Its header names the lead by product, service, customer and the lead’s region and country, its owner (Sales until the BRD is approved, the CSM after) and, for anyone who sees the lead’s money, its commercial status by the rule above. The customer is a link to /workspace/[id]/customer, a read-only card holding the same account details. That card sits under /workspace, so it is reachable by exactly the people who can open the lead itself; the customer’s contact email is held back further, to viewers with people.view.

A lead reaches the platform three ways, and each has its own form: a vendor sources one at /service-leads/import/create (or in bulk at /service-leads/import/csv), a customer raises their own request at /projects/create, and anyone on the public form or inbound webhook posts one in. Neither of the two platform forms is open to both. The demo-data tools that seed leads are admin-only and reachable from the demo data tab of /admin/settings as well as /admin/demo-data.