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. The create form guides selection as a cascade (see below).

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

Guided product → service → skill selection

The manual create form captures the request as a dependent cascade. The user picks a product first; the service list is then filtered to the services linked to that product; and an optional skills selection is filtered to the skills linked to the chosen service. Changing the product refilters services and clears the downstream choices.

When a product has no linked services yet — or a service no linked skills — the picker falls back to showing all active options, so a lead can always be created while the catalogue is still being linked up. The create action and the spreadsheet import both check that the chosen service belongs to the product (and skills to the service) whenever those links exist, keeping the captured product → service → skill path coherent. The lead still stores product, service, and skills[] in the same shape as before.

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. Each number is allocated atomically from a sequence held on the tenant, which guarantees uniqueness and sequential ordering within that 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