The Leads page is where you track people interested in your programs (leads), from first contact until each one becomes a family in your account.
Open the Leads page
- Select the Leads icon at the top of the screen to open the Leads page.
The page opens in List view.
Note
Your account owner and staff with Admin Access can do everything here. Other staff need these permissions, on their own staff record or their User Group:
- Leads Page — open the page
- Leads — set to View to see lead profiles, or Full to add, edit and act on leads
- Delete Leads — delete leads
List view and Kanban view
To switch views, use the two buttons to the right of Filters:
- Kanban view — select the grid icon
- List view — select the three-line icon
List view (the default)
- One row per lead
- Newest leads first
- Select a column header to sort by that column
Kanban view
- One card per lead
- One column per lead stage, in the order set in Lead Settings
- Drag a card to another column to change the lead's stage
- Active leads only. To see closed and archived leads, select See all Closed and Archived. It switches to List view and shows only those leads.
▶ What List view and Kanban cards show
List view
-
Columns — name, stage, source, phone, staff, Intent Score, created date, and time since the last stage change and contact
- Intent Score — how likely the lead is to sign up (see Intent Score below)
- Time In Current Stage — days since the lead moved into its stage
- Time Since Last Communication — days since the last contact with the lead
- Red hourglass — the lead is Stale
- Sorting — sort by any column except Staff and Last Communication Type
Kanban cards
- Details — the same key details as List view, in a smaller card
- Actions menu (⋮) — Send Email, Send SMS/Text, Add Interaction, Add Notes, Communication History, and Link to Family (or Unlink from Family)
Act on several leads at once
Check the box next to each lead, or select Select All. Four icons then appear in the action bar at the bottom of the screen:
- Move to stage — moves every selected lead to the stage you pick
- Email — opens the email blast tool
- SMS/Text — opens the text message tool
- Assign staff/groups — assigns staff members and User Groups
Find and filter leads
- Location — next to the Leads title. It shows leads from every location you can access. It only appears if you have more than one location.
- Search Leads — type to find one lead
- Filters — narrow the list by stage, source, staff, health and more
To learn what each filter does, see Which Filters are Available from the LEADS Page?.
Open a lead's profile
Select a lead's name in either view to open the lead's profile. The profile has four parts:
- Top of the profile — name, Intent Score, key details and buttons
- Lead Summary and Suggested Action — a short summary and the next step to take, both marked AI Generated
- Lead Details (left) — contact info, interests, notes and staff, in tabs
- Activity History (right) — every contact with the lead
To change the lead's stage, select the stage button at the top right. It shows the current stage.
A lead in a closed stage can be viewed but not edited. So can an archived lead. To bring back an archived lead, change its stage.
▶ Lead Details tabs
- Contact Info — First Name, Last Name, Email, Phone and Preferred Contact Method. The lead's students are listed here too.
- Preferences — Interests (Classes, Events, Appointments, Parties, Other) and Lead Source
- Lead Status — Enquiry Notes
- Notes — add notes with Add New Notes, and filter them with the Note Status Filter
- Staff Assignment — the User Groups and Staff Members assigned to the lead
▶ Add students to a lead
- Lead not linked to a family — select Add New Student. Enter First Name, Last Name, Gender and Date of Birth (optional).
- Lead linked to a family — the family's students are shown. Add New Student adds a student to the family.
▶ Activity History tabs
-
Activity — record or send a contact with the lead
- Activity Type — pick Phone, Email, SMS or Other
- Details — type what happened, or your message
- Add Activity — saves the record
- Send Email or Send SMS — appears when you pick Email or SMS
- Filter — show All, Interaction, Email or SMS
- Communication — the lead's Email Log and SMS Log
- Autopilot — Autopilot activity for the lead. Select an entry to open Autopilot > Activity Log at that run.
What a lead source is and how to change it
The Lead Source is how the lead found you.
- To change it — in Lead Details (left side), open the Preferences tab, just to the right of Contact Info. Pick the source, then select Save.
- The choices — your Referral Sources and iClassPro's System Generated Sources, in one unlabeled list
- How it gets set — by marketing tracking, a Lead Widget form, or staff. Staff can change it.
- Old values — stay visible if a Referral Source is made inactive or your subscription changes
To manage your Referral Sources, see What are the Family Settings Options?.
Intent Score
The Intent Score is an estimate of how likely a lead is to convert.
- Range — 1 to 10, with one decimal (for example, 7.5)
- Where — the list, each Kanban card and the top of the profile
- Details — select the score to see how it was worked out
- Updates — an AI estimate, checked again as you add details, notes or communications
- A dash — the score is not ready yet
▶ How the Intent Score is worked out
The score uses the SPIN method. It rates how well the lead's details cover four things:
- Situation — where the lead is starting from
- Problem — the needs or problems the lead has
- Implication — what happens if the problem isn't solved
- Need-Payoff — the result the lead hopes for
- SPIN Total — the four parts added together
- Contact Adj — an adjustment for leads that are duplicate, incomplete, or have fake data such as a made-up phone number or email
- Final Score — the SPIN Total plus any adjustment, kept between 1 and 10
Connect a lead to a family
Warning
Linking adds the lead's students to the family. This can't be undone.
- Already there — a student with the same name and date of birth is not added twice
When a lead is ready to sign up, connect the lead to a family in one of two ways:
- Convert to Family — creates a new family from the lead's details
- Link to Family — links the lead to a family already in your account
Both buttons are at the top of the profile. Link to Family is also in the Actions menu (⋮).
▶ Steps to link to a family you already have
- Select Link to Family to open the Link to Existing Family window.
- Select a family under Suggested Matches. These families have a Primary Guardian with the lead's email or phone number.
- No match? Search by name or email in Search by Name or Email, then select the family.
- If the family's email or phone is different from the lead's, pick one:
- Update Family — copies the lead's details to the Primary Guardian
- Skip — leaves the family's details as they are
After linking, the profile shows View Family and Unlink.
When a lead reaches your won stage
- One lead — iClassPro asks you to Convert to Family or Link to Family first. The lead can't be marked won until a family is connected.
- Several leads with Move to stage — each lead not yet linked becomes a new family. A message tells you how many before anything changes.
- A closed stage that isn't won — the lead is marked closed. No family is created.
- After it's won — the lead can't be emailed or texted from the Leads page
To set up stages, see What are the Lead Settings Options?.
Delete a lead
Important
Deleting a lead removes all of the lead's history, including communication records. It can't be recovered.
▶ How to delete a lead
You need the Delete Leads permission. The lead can't be linked or converted to a family.
- Open the lead's profile to the Contact Info tab within the Lead Details section.
- Check Enable Delete button for this lead. to turn on the delete button.
- Select DELETE.
- Type DELETE in the box to confirm.
Troubleshooting
▶ Common Questions
▶ Why don't I see leads from all of my locations?
The Leads page shows leads from every location you have permission to access. If a location is missing, ask your system administrator to check your staff permissions for that location.
▶ Why can't I edit a lead?
Leads in a closed stage are read-only, and so are archived leads. Staff with the Leads permission set to View can see leads but not change them.
▶ Why can't I email or text a lead?
Leads in your won stage can't be emailed or texted from the Leads page.
▶ Where are my closed and archived leads on the Kanban board?
The board shows active leads only. Select See all Closed and Archived. It switches to List view and shows closed and archived leads.
▶ Why are my Kanban columns in this order?
The columns follow the order of your Lead Stages in Lead Settings.
▶ Why can't I delete a lead?
You need the Delete Leads permission, and the lead can't be linked or converted to a family. Then check Enable Delete button for this lead., select DELETE and type DELETE to confirm. A deleted lead can't be recovered.
▶ Can the Intent Score be below 1 or above 10?
No. The score always stays between 1 and 10.
Related: Which Filters are Available from the LEADS Page? · What are the Lead Settings Options? · How Do I Assign Staff Members/User Groups to a Lead? · How Do I Create and Manage Lead Widgets? · What are the Family Settings Options?