Lead Intake

Lead intake covers the first two stages of the service journey: capturing a new service request and confirming that the associated customer account is active. By the end of this stage the lead has a unique identifier, an initial status, and a customer ready to engage.

Flow

How Leads Enter the Platform

Leads can be submitted through three channels:

• Webhook — An external CRM or system POSTs lead data directly to the platform’s inbound webhook endpoint. Used by vendors who manage their pipeline in a separate tool.
• Embeddable Form — A hosted form placed on the vendor’s website. The customer fills in their requirements and submits; the platform creates the lead automatically.
• Manual Entry — A CSM, SDM, or vendor user creates the lead directly inside the platform dashboard. Typically used for leads sourced via phone, email, or events.

All three methods produce the same lead record and go through the same downstream journey.

requestId

Every lead is assigned a sequential requestId (e.g. #1, #2, #3) at creation time. This is a human-readable identifier used in communications, the dashboard, and support. It is generated via an atomic counter to guarantee uniqueness and sequential ordering within a tenant.

Status Initialisation

The lead’s initial status depends on whether the customer already has an active account:

Once a pending customer registers and logs in, the status advances to backlog and the lead moves forward. If the customer never responds, the lead is marked Abandoned.

Key Fields