The lead card: an operator’s everyday tool
Everything you can do inside a lead card: customer details, notes and change history, call-back reminders, calls, the cart, delivery and the lock that prevents simultaneous editing.
The lead card is where an operator spends the working day. It holds the customer’s phone number, the history of the conversation, the products, the delivery — and every action right there: call, set a reminder, change the status, create a waybill. This page walks through all the blocks of the card.
#The lock: one lead, one operator
When an operator opens a lead, the system reserves it for them. Colleagues see that the lead is busy and who is working on it. This prevents two people calling the same customer at once — the worst thing that can happen in a sales team.
- The lock holds for a few minutes and is extended while the operator is actually working in the card.
- If the operator walks away without closing the tab, the lock expires by itself and the lead is released.
- A manager can release the lock by force — when an employee has, say, finished their shift with a lead still open.
#Customer details
The top block holds the contact details and the essentials of the lead: name, phone, comment, source, amount, status and owner.
- The source is filled in automatically and shows where the lead came from: created manually, uploaded from a file or received from a partner’s landing page.
- The phone number may be masked — it depends on the role’s permissions. Calling still works.
- The customer history is available if the person has contacted you before: all of their past leads are matched by the same number.
- Custom fields can be configured for your business when the standard ones are not enough.
#Notes and change history
These are two different journals, and they should not be confused.
| What it is | Who writes it | What for |
|---|---|---|
| Notes | The operator, manually | Agreements with the customer and details that do not fit into fields: “asked to call back after 7 pm”, “unsure about the colour” |
| Change history | The system, automatically | Who changed what and when: the old and the new value of a field, a status change, a handover to another manager. It cannot be deleted or edited |
#Call-back reminders
The most underrated tool in sales. The customer asked you to call back tomorrow at three — set a reminder and the system will prompt you at the right moment.
- A reminder is set for a specific date and time and is attached to the lead.
- It can be addressed to someone else rather than yourself — handy when handing a customer over.
- At the right moment a notification arrives inside the CRM, with a link to the lead.
- A completed reminder is closed; an unfulfilled one stays visible — it does not disappear on its own.
#Calls and recordings
- A call starts by clicking the number right in the card — no separate application needed.
- Every conversation is attached to the lead: date, duration, direction, result.
- The recording can be played back right there, if the role allows it.
- A recorded conversation can be analysed by AI: transcribed, scored and checked against the script.
- An inbound call from a known number opens the card by itself — the operator sees the history before saying hello.
#Products, totals and delivery
The order is assembled inside the card: products from the catalogue, quantities, prices, prepayments. The total is recalculated automatically. Details are in The cart, products and prepayments.
Delivery is arranged from here too: the city, the branch and a one-click Nova Poshta waybill — see Nova Poshta in the CRM.
#Changing the status
The status moves the lead along the pipeline and triggers automation: an SMS to the customer, a stock reservation, date stamps. That is why it must be changed honestly and on time.
- The list of available statuses depends on the current status and on your role’s permissions — so you may not see every option.
- Every change is recorded in the history with its author and timestamp.
- The accepted, completed and returned dates are stamped automatically when the lead enters the corresponding status group.
#Files
You can attach files to a lead: a product photo, a screenshot of a conversation, a payment confirmation, a scanned document. They stay in the card and are visible to everyone who has access to it.
#An operator’s working order
- Opened the lead — it is now locked to you
- Checked the customer history if they have contacted you before
- Called straight from the card
- Wrote the agreements down in the notes
- Assembled the cart and fixed the total
- Changed the status or set a reminder — one of the two, always
- Arranged delivery if the order is confirmed
- Closed the lead to release it for colleagues