Lead statuses

Every lead in KeyVue has a status. The status tells you whether someone is still working on the lead (Open), whether it has been closed (Won or Lost), or whether nobody has picked it up yet (Chance). The phase tells you where an open lead is in your process; the status tells you whether it is still in that process.

The four statuses

• Open: the lead is in a pipeline and sits in one of its phases.
• Won: the lead was closed successfully, for example with a signed sales instruction. If you use the orders module, KeyVue can create an order for it straight away.
• Lost: the lead was closed without success. Your administrator can require a reason.
• Chance: a lead that nobody has picked up yet. These usually come from marketing, through ActiveCampaign or another webhook. You don't choose this status yourself.

You don't need to create Won and Lost. Every pipeline has them.

Status and phase

Phase and status are two separate things. A phase belongs to an open lead: "Appointment planned" or "Proposal sent" says how far along you are. When a lead is won or lost it keeps its last phase, but it disappears from the phase tabs. You'll find it under the Won or Lost tab instead.

How to set up pipelines and phases well is covered in Setting up pipelines and phases.

Changing a status

On the lead page, choose Open, Won or Lost under Status. If your administrator has set up reasons, pick one from the list that appears. When a reason is required, you can only choose the status by clicking a reason.

When you set a lead to Won or Lost, KeyVue asks you to confirm. After that, you can no longer change the phase and status on the lead page: the lead is closed. If it needs to be opened again, choose Actions → Re-open. Your administrator decides which roles may do this.

A lead with the status Chance has two buttons:

• Follow up: choose a phase and a colleague, and the lead becomes Open.
• Close: the lead becomes Lost. KeyVue doesn't ask for a reason here.

What KeyVue does automatically

With the Virtual Colleague module, KeyVue keeps statuses up to date for you:

• Phase and status from Realworks. You set rules such as "if an appointment of the type Valuation appears in the calendar, move the lead to the phase Appointment", or "if the property is Sold, set the lead to Won". A rule only acts on open leads in the phases you choose, and only on the newest lead for that contact in that pipeline. KeyVue adds a note to the lead for every change.
• Closing inactive leads. If nothing has happened to an open lead for a set number of days, KeyVue sets it to Lost with the reason "Automatically closed". A change, an action or appointment (including one in the future) or a note all count as activity. By default the assignee gets an email beforehand, and the lead then shows the block "Inactive lead".
• Picking up chances. If a Realworks event creates a lead for a contact who already has a Chance lead in that pipeline, KeyVue picks up that Chance: it becomes Open and moves to the first phase. This only happens if the Chance is the contact's newest lead in the pipeline and falls within the period set in the rule.

A closed lead or a Chance can also reopen without anyone clicking Re-open, for example when the same contact sends in a new request later. If a lead turns up again unexpectedly, check its notes: the reason is usually there.

Chance of success

Separate from the status, every lead has a chance of success: positive, neutral or negative. It tells your colleagues how you rate the lead. You set it yourself on the lead page. A lead that comes in through a webhook may already have one. You can filter on chance of success in the lead overview.

Where to find it

• Lead overview: the phase tabs with open leads on the left, the tabs Chance, Won and Lost on the right. In the Leads menu, "Or pick a status" takes you straight to a status.
• Reasons: Settings → Phase and Reasons. Per status and per pipeline you set the reasons and whether a reason is required.
• Re-opening: Settings → General information, under the setting for roles that may reopen a lead.
• Automatic updates and closing: Settings → Virtual Colleague → "Auto Status" and "Auto Close".

Only company managers see Settings.

This article assumes you work with pipelines, the default in KeyVue. If you see statuses such as New or Pending, your agency still uses the old set-up. Get in touch with us in that case.