Lead 360 view#

The Lead 360 is the single-lead command centre. Instead of hunting through tabs, you get the whole relationship in one screen: what happened, what to do next, and every tool to do it — call, WhatsApp, email, task, quote, invoice.

Who this is for#

• Sales agents — open it before every call; it tells you the next best action.

• Managers — audit a lead's full history and step in.

• Admins — the same view is where GDPR tools live (export, anonymise, erase).

• Difficulty: Medium

• Time: 10 minutes to know your way around

• Prerequisites: You can open a lead from All Leads or the Board.

What is on the screen#

The action bar (top buttons)#

The More menu holds the finance and privacy tools:

• Create quote and Create invoice — turn deal items into documents.
• Enrich with AI — look up company/social data (needs the lead's email).
• AI draft email — generate a first draft in the tone you pick.
• Merge lead — combine with its duplicate (only offered when the CRM has flagged one).
• Export data — download everything stored about this lead as JSON (GDPR access).
• Send portal link — email the customer a secure link to their billing/portal area (link valid 30 minutes).
• GDPR anonymise / erase — irreversible privacy operations; erase schedules the data for deletion after the cool-off window.

The guidance cards#

At the top of the page the CRM computes, from live data:

• Next best action — one recommended step, highest priority first: an overdue follow-up ("call now"), a new lead nobody has contacted ("call / WhatsApp"), an appointment within 24 hours ("confirm it"), or no open task ("schedule one"). Terminal leads (won/lost) show nothing.
• Health — healthy, needs attention, or at risk, with the reason (for example "no contact in 7 days").

The history sections#

Scrolling down you get the lead's whole story, newest first where it makes sense:

• Activity timeline — every change, logged automatically.
• Tasks — open and completed follow-ups.
• Notes — everything people wrote (including @mentions).
• Calls — the last 10 calls with duration and outcome (see Calls).
• Messages — the WhatsApp/SMS conversation (last 50 messages).
• Emails — sent and received.
• Quotes & invoices — commercial documents attached to this lead.
• Attachments — files up to 20 MB each (stored per business, per lead).
• Page views — the last 20 website pages this person visited (when web tracking is installed on your site).

Steps#

1. Open a lead#

1. From All Leads or the Board, click the lead's name / View.

Expected result: Lead 360 opens with the action bar, guidance cards and history.

2. Act on the next best action#

1. Read the Next best action card and click its button (call, WhatsApp, or schedule).

Expected result: the recommended tool opens directly — no searching.

3. Log what happened#

1. After a call made outside the CRM, click Log call, set direction, duration, outcome and notes, then save.
2. Or click Add note for anything else.

Expected result: the entry appears on the timeline and feeds reports (response time, call activity).

4. Close the deal honestly#

1. Move stage as the deal progresses.
2. When it closes, Mark won (with the final amount) or Mark lost (with a reason).

Expected result: the lead's outcome is recorded once, and revenue reports (including Source Attribution) start counting the money.

Expected result#

One screen answers: Who is this? What happened? What should I do now? Where is the money? — for sales, and the same screen gives admins the legal/privacy controls.

Common mistakes#

• Editing the stage instead of dragging — both work; on mobile the button is easier. Do not use "Move stage" to mark won/lost — use Mark won / Mark lost so amounts and dates are recorded properly.
• Sending email when the install has no SMTP — you will see a log-mode warning; configure mail under Settings → Communication or ask your platform admin.
• Trying to merge without a duplicate — the CRM only offers merge when it has flagged a duplicate. Check the name column icon on All Leads.
• Deleting attachments to "clean up" — attachments are part of the record; delete only when you mean it.
• Running GDPR erase casually — it is irreversible and subject to a legal cool-off. Use anonymise when you just need the person removed from daily view.

Troubleshooting#

Technical details#

• Page: App\Filament\Resources\LeadResource\Pages\ViewLead, custom Blade view filament.resources.leads.view; model App\Models\Lead.
• Next best action: App\Services\Leads\NextBestActionService (deterministic priority list). The additional recommendations list comes from App\Services\Leads\LeadNextActionService (30-minute cache keyed on the lead's updated_at).
• Health: App\Services\Leads\LeadHealthService::evaluate() with thresholds in config('leadhub.ux.health').
• Log call creates a LeadCall row with source = cloud, status = disposition = outcome, duration in seconds.
• Enroll AI SDR creates an AiSdrEnrollment guarded by ai_sdr_opted_out_at and AiSdrAgent::canReach (processed every 15 minutes by ProcessAiSdrEnrollments).
• GDPR export returns JSON; the portal link uses a PortalAccessToken valid for 30 minutes; anonymise/erase run through the data-privacy pipeline (leadhub:execute-erasure).

Related guides#

• Leads — the list you came from.
• Follow-ups & tasks — create and complete the plan.
• Calls — recording, outcomes and the call log.
• WhatsApp inbox — the conversation behind Open conversation.
• Lead routing, scoring & health — how health and scores are computed.
• Reports — where this lead's outcome shows up.