Your first lead
A lead is an enquiry from your website or one your team records by hand. This page covers the first minutes with a new one.
How a lead arrives
- A visitor sends a form on your website: a viewing request, a stay request, a buying or selling enquiry, a question. Majali checks the form for spam first, then saves the lead with status New.
- The count beside Leads in the sidebar goes up, and the dashboard lists the lead under what needs attention. Majali sends no email about leads.
- With routing on, the lead is already assigned to someone in the right department, or waiting in that department’s queue. With routing off, it waits for someone to assign it.
- A caller or a walk-in becomes a lead when you record it yourself: open CRM, Leads, press Add, choose how it came, the service and the home, enter an email or a phone, and tick that the person was told about the privacy notice. It is yours by default, and that call counts as its first answer.
1. Open and assign it
Open the lead from the sidebar count, the dashboard or My work. Its page shows the service, the form and page it came from, the listing it is about, the message, the form’s own answers and the person’s details. Details are masked on leads you do not own.
If the lead is in your department’s queue, press “Take” on My work. If you assign leads, pick the team member on the lead’s page. Only members whose role sees leads can be chosen.
If the same email or phone enquired in the last 30 days, the page shows it as a repeat enquiry with the earlier lead linked.
2. Answer within the target
My work lists your leads waiting for a first answer, with the time left or how late they are. The target counts working minutes only, from your company’s working hours and holidays.
Call, message or email the person. The first answer counts when you log it in Majali, not when you did it, so log it straight away. A lead past its target goes back to the queue and to another member, then to the department’s managers.
3. Log the call
On the lead’s page, press “Log activity”, choose Call (or meeting, message, email, note), write what was said and save. The entry goes on the lead’s timeline and on the person’s contact record. Logging a call, meeting, message or email counts as the first answer.
Move the status from New to Contacted. Use Qualified once the enquiry is worth pursuing.
4. Set the next step
Either add the next step while you log the activity, or press “Add a follow-up”: choose the kind (follow_up, call, meeting, other), a title, a due date and time, and the assignee. The task appears on My work under today, the next seven days or overdue, and the lead shows it as its next action. Leads without a next action have their own filter, so give every open lead one.
When the step is done, open the task and press “Mark done”.
5. Where it goes from here
- A viewing or buying enquiry becomes a deal: press “Create a deal” on the lead. The deal opens on the pipeline its service maps to, and the lead’s status stays as it is.
- A listing request (an owner offering a property) offers “Create a listing”, which opens a draft filled from the owner’s answers.
Spam and closed
- Not a real enquiry: set the status to Spam. Website forms are already checked before anything is saved, so this should be rare.
- Finished, whether it led somewhere or not: set the status to Closed. Leads with no activity for your company’s retention period are anonymised by themselves later.
More detail in CRM.