What is the LEADS Page? – iClassPro Support

IN BRIEF
The Leads page is where you track and manage prospective customers from first contact through enrollment. It centralizes each lead's contact information, pipeline stage, and communication history, and gives you filtering and action tools to move prospects forward efficiently.

Overview
Accessing the Feature
Step-by-Step Instructions
Troubleshooting & FAQs
Related Articles

Overview

The Leads page lets you create, view, and manage prospective customers (leads) and track their progress toward becoming a family in your account. From this page, you can:

View and organize leads in a list or on a visual board
Move leads between stages as they progress
Send and record email and SMS/text communications
Review each lead's full communication and activity history
Convert qualified leads into families

The page opens in List View by default, which displays your leads in a grid sorted alphabetically by last name. Each column reflects information about the individual lead, so you can scan your pipeline at a glance.

The Leads page is designed to centralize all lead-management workflows in one location.

Accessing the Feature

From the main navigation menu, select the Leads icon at the top of the screen.

Note: Only the account owner, staff members who have been granted "Admin Access" and staff members or User Groups who have the Leads page permission can access the Leads page.

Step-by-Step Instructions

Understanding Displayed Information

In List View, each row represents one lead. The grid displays the following columns:

Lead Name
Stage
Source
Phone Number
Staff
Intent Score
Created Date
Time In Current Stage
Last Communication Type
Time Since Last Communication

By default, results are sorted alphabetically by last name. Selecting a column header sorts the data by that column, which helps you prioritize follow-up (for example, sorting by Time Since Last Communication to find leads who have gone quiet).

Choosing a View

The Leads page offers two views. Use the view toggle in the upper-right corner to switch between them:

List View (default) – displays your leads in a grid, sorted alphabetically by last name. Columns reflect information about the individual lead. This view is best for scanning details and sorting your pipeline.
Kanban/Visual Board View – displays each lead as an individual card. Columns represent your Lead Stages and are ordered exactly as they are configured under Settings > Setup > Leads Settings > Lead Stages. This view is best for seeing where leads sit in your pipeline and moving them between stages.

By default, the Kanban board displays only currently active leads. Use the See All Closed And Archived filter on the right-hand side to include closed and archived leads.

Using Filters

Filters help you narrow your list, target specific groups for communication, and organize your follow-up. The following filters and options are available across the top of the page:

Location Toggle – located next to the Leads title in the upper-left corner. By default, it shows leads from all locations you have permission to access.
Gear Icon – takes you to Settings > Setup > Leads Settings.
New Lead – launches the "New Lead" form so you can add a lead manually.
Search Leads – type to find a specific lead quickly.
Stage – filter by one or more lead stages.
Source – filter by how the lead found you.
- Lead Source is set under LEAD PROFILE>LEAD DETAILS>PREFERENCES.
Interested In - filter by Interests selected by the lead.
- Interests include: Classes, Events (i.e., Camps), Appointments, Parties and Other.
  - Selecting more than one option broadens your results rather than narrowing them. A Lead that matches any one of your selections is included.
  - All five options are always listed, no matter what your subscription currently includes. This is deliberate: if your account previously had Parties or Appointments, Leads captured at that time keep those Interests and remain searchable.
  - The filter behaves the same way in both List view and in Kanban view, and the same selection returns the same Leads in either.
  - NOTE: The Events filter option refers to "Camps."
Staff – filter by the assigned staff member.
User Groups – filter by assigned user group.
Health – filter by lead health: Fresh, Current, or Stale.
Active/Archived – show active or archived leads.
Created – filter by a date range, using a Start Date and an End Date.

Using Quick Tools

Selecting one or more leads (using the checkboxes, or Select All) displays the Quick Tools options, which let you act on multiple leads at once:

Move To Stage – the mass-update tool automatically moves all selected leads to the stage you choose.
Email – launches the Email Blast tool to send an email to the selected leads.
SMS/Text Message – launches the SMS/Text tool to send a text message to the selected leads.

Working with a Lead Profile

From either List View or Kanban/Visual Board View, select the Lead Name to open that lead's profile. The profile is where you review and update everything about a single lead.

The profile is organized into three areas:

Lead Summary (top box) – shows the lead's key details and primary action buttons, including Convert To Family, Link To Family, and Update Lead Stage.
Lead Details (left-hand side) – holds the lead's contact information, interests, status notes, internal notes, and staff assignment, organized into tabs.
Activity History (right-hand side) – records every interaction with the lead and lets you log or send new communications.

You can also add students to a lead from the Students section using Add New Student, capturing the student's first and last name, gender, and (optionally) date of birth.

For a full breakdown of every field in the profile, see Additional Details below.

Deleting a Lead

Deleting a lead is a deliberate, multi-step action because it cannot be undone. To delete a lead, the staff member or User Group:

Must have the Delete Leads permission assigned,
Must manually enable the delete option by selecting the Enable Delete Button For This Lead checkbox, and
Must confirm deletion by typing DELETE.

Important: Deleting a lead is a destructive action that removes all history of the lead in the account, including any communication records. Once deleted, this data cannot be recovered.

Additional Details

Kanban Card Details

Each card in Kanban/Visual Board View displays:

Lead Name/Intent Score (0-10)
- NOTE: clicking on the Intent Score will bring up a brief summary of the how the score was determined. Clicking "Learn More" will bring up a complete Score breakdown with specific criteria, assigned score, and an explanation for how the score was determined.
Phone Number
Email
Source
- Lead Source is set under LEAD PROFILE>LEAD DETAILS>PREFERENCES. The picker offers one combined list holding both your own Referral Sources and iClassPro’s System Generated Sources. The two are not separated or labeled differently — the list matches the Lead Source filter on the LEADS page.
  - A Lead Source can arrive three ways: marketing tracking identified it, the visitor selected it on a Lead Widget form, or a staff member set it. All three display identically, and staff can change any of them to any value in the list.
  - Values already recorded stay visible even if the Referral Source is later made inactive, or if your subscription changes.
Last Communication Type
Action Button – opens quick actions for that single lead:
- Send Email
- Send SMS/Text
- Add Interaction
- Add Notes
- Communication History
- Link To Family

Lead Profile Field Reference

Lead Summary (top box):

Lead Name/Intent Score (0-10)
- NOTE: clicking on the Intent Score will bring up an explanation and complete Score breakdown with specific criteria, assigned score, and an explanation for how the score was determined.
Location
Lead Stage
Lead Source
- Lead Source is set under LEAD PROFILE>LEAD DETAILS>PREFERENCES. The picker offers one combined list holding both your own Referral Sources and iClassPro’s System Generated Sources. The two are not separated or labeled differently — the list matches the Lead Source filter on the LEADS page.
  - A Lead Source can arrive three ways: marketing tracking identified it, the visitor selected it on a Lead Widget form, or a staff member set it. All three display identically, and staff can change any of them to any value in the list.
  - Values already recorded stay visible even if the Referral Source is later made inactive, or if your subscription changes.
Last Communication Timestamp
Last Communication Type
Action Buttons:
- Convert To Family
- Link To Family
- Update Lead Stage

Summary/Suggested Action

Provides a summary of the Lead details and interests, along with the suggested next course of action for follow-up.

Lead Details (left-hand side):

Contact Info – First Name/Last Name, Email, Phone, and Preferred Contact Method.
Preferences – the lead's Interests and Lead Source.
- Interests include: Classes, Events (i.e., Camps), Appointments, Parties and Other.
  - Selecting more than one option broadens your results rather than narrowing them. A Lead that matches any one of your selections is included.
  - All five options are always listed, no matter what your subscription currently includes. This is deliberate: if your account previously had Parties or Appointments, Leads captured at that time keep those Interests and remain searchable.
  - The filter behaves the same way in both List view and in Kanban view, and the same selection returns the same Leads in either.
  - NOTE: The Events filter option refers to "Camps."
Lead Status – holds the "Enquiry Notes" for the lead.
Notes – add internal notes using Add New Notes, and filter existing notes with the Note Status Filter.
Staff Assignment – assign User Groups and individual Staff Members to the lead.

Students:

Add New Student – capture the student's First Name/Last Name, Gender, and Date Of Birth (optional).

Linking a Lead to a Family

Choosing the "Link to Family" option will bring up a window allowing you to search for an existing family account to link the Lead to:

Suggested matches will be displayed at the top of the window, based on an email address or phone number that matches the primary email address or phone number on an existing Primary Guardian's record. Click on the appropriate suggested entry to link the Lead Profile to the family record.

To search for a different family, enter your search criteria (name or email) in the search box below the suggested matches. Results will be displayed below the search box. Click on the appropriate result to link the Lead Profile to the family record.

Activity History in Detail

The Activity History panel on the right-hand side of the profile records and manages all communication with the lead.

Activity – select Add Activity to open the "Add Activity" dialog:
- Activity Type:
  - Phone – record the details of an external phone call.
  - Email – record the details of an external email, or send a new email to the lead.
  - SMS – record the details of an external SMS message, or send a new SMS to the lead.
  - Other – record the details of any other external account activity.
- Details – enter the details of the activity, or the body of the email/SMS you want to send.
- Add Activity – saves the entry.
- Note: When you select Phone or SMS as the activity type, an option to Send Email or Send SMS is displayed.
Communication – review the Email Log and SMS Log for the lead.
Autopilot – review the Autopilot activity log for the lead.
- Note: Selecting an entry takes you to the Autopilot > Activity Log screen, opened to the specific Autopilot instance related to that communication.
Full Activity History – view the complete history, filtered by All, Interaction, Email, or SMS.

Troubleshooting & FAQs

Why don't I see leads from all of my locations?
- The Location Toggle defaults to showing leads from every location you have permission to access. If a location is missing, ask your system administrator to review your staff permissions for that location.
How do I email or text several leads at once?
- Select the leads using their checkboxes (or Select All) to display the Quick Tools, then choose Email or SMS/Text Message to launch the corresponding blast tool.
Why are my Kanban columns in a particular order?
- Columns in Kanban/Visual Board View reflect your Lead Stages and follow the order configured under Settings > Setup > Leads Settings > Lead Stages.
Where did my closed or archived leads go on the Kanban board?
- By default, the board shows only active leads. Use the See All Closed And Archived filter on the right-hand side to include closed and archived leads.
Why can't I delete a lead?
- Deleting a lead requires the Delete Leads permission, manually enabling the Enable Delete Button For This Lead checkbox, and typing DELETE to confirm. If you don't have the permission, ask your system administrator to assign it. Remember that deletion is permanent and cannot be recovered.
What is the Intent Score?
- The Intent Score is an estimated value based on "SPIN methodology." This is a value between 0-10 of how likely the Lead is to convert, based on provided details and specific criteria, such as:
  - Situation - the lead’s current circumstances, business context, or starting point.
  - Problem - the specific pain points, challenges, limitations, or inefficiencies the lead is experiencing.
  - Implication - the impact or consequences of the lead’s problems if they are not solved.
  - Need-Payoff - the value, benefit, or desired outcome the lead expects from solving the problem.
  - Contact Adjustment - an adjustment value applied to the Lead so the SPIN calculation reflects only meaningful, valid contact opportunities.
    - For example, a contact Adjustment may be applied to account for situations such as a duplicate Lead, an incomplete Lead, or a complete Lead with invalid data (such as an obviously fake phone number or email address).
  - SPIN Total - combined score or summary measure of how completely the lead’s Situation, Problem, Implication, and Need-Payoff were/will be captured.
- Keep in mind that this is only an estimated value based on the details provided. The system will reassess the Intent Score as context is added to a Lead (e.g., adding new details, notes, and/or recording communications).
Will the Intent Score ever be negative or more than 10?
- No. Calculations are rounded so the Intent Score is always between 0-10. Partial scores are rounded to the nearest 1/2 point (e.g., 1.5 and never 1.47).