Sales Agent#

You hold the member role — the person on the phone. Your job in the CRM is one loop, repeated: open the lead, call, log what happened, set the next step, move the stage.

Who this is for#

Sales agents working leads in a business workspace, on desktop (/admin) or the Android app. You do not configure anything — if something is missing, ask your manager.

Your day, start to finish#

1. Receive the lead#

• A new lead arrives by push notification (mobile app) or appears in your Leads list.
• If your workspace uses round-robin assignment, it is already yours. If not, your manager assigns it — check Leads → filter by assigned to you.

2. Open Lead 360#

1. Sidebar → Leads → click the lead (or open it from a follow-up).
2. The detail page is the Lead 360 view: contact details, source, stage, owner, the full timeline (notes, calls, WhatsApp, tasks, stage history), and the next-best-action hints.

3. Call the lead#

1. Click Call lead on the lead — click-to-call rings your phone first, then bridges to the customer. (Make sure your profile has your correct phone number.)
2. On the mobile app the call opens in your dialer; supported devices can report call capabilities and, on some devices, import recordings — see Calling from the CRM and Call recording & what your phone supports.

4. Log the result (never skip this)#

1. Back on the lead, click Log call.
2. Fill direction, duration and Outcome — Connected, Left Voicemail, No Answer, Not Interested, or Requested Callback.
3. Add a one-line note you would want to read next week.

Expected result: the call appears on the Lead 360 timeline and counts in every report.

5. Create the next follow-up#

1. On the lead, click Create task (a follow-up).
2. Set title, due date, priority and reminder.
3. For a "call me later" outcome, set the date the customer asked for — not tomorrow by default.

Expected result: the task appears in Follow-ups, on your dashboard and in your mobile app. Nothing gets remembered in your head.

6. Move the stage#

1. Click Move stage, pick the pipeline and the new stage (e.g. Contacted → Interested).
2. When they buy: Mark won with the final amount. When they say no: Mark lost with a genuine lost reason — that reason is what management actually learns from.

7. Book the appointment (when relevant)#

• If the lead wants a meeting, create it from the appointment/calendar area (or your manager's configured booking flow). Appointments you own show on Calendar and in the mobile app.

8. WhatsApp follow-up#

• Click Send message on the lead (channel: WhatsApp), or Open conversation to continue in the shared WhatsApp inbox.
• Inside the 24-hour customer-service window you can write freely; after it closes, send an approved template instead — free-form messages will fail.

Working from the Android app#

The app (com.leadhub.sales) mirrors the loop with a mobile-first UI:

• Sign in with your workspace credentials or OTP (the methods your workspace enables).
• Leads — your list with search, stage and follow-up actions.
• Call — tap to dial, then log the outcome; the call lands on the same Lead 360 timeline.
• Offline queue — no signal in the field? Actions queue locally and sync when you reconnect.
• Device health — check permissions, sync state and call capabilities honestly.

More: Offline queue & syncing · Push notifications.

What you can and cannot do#

Common mistakes#

• Calling without logging. The lead looks untouched; reminders and reports go wrong.
• Setting every follow-up to "tomorrow". Use the date the customer actually asked for.
• Marking lost without a reason. The reason field is the only structured feedback the business gets from a lost deal.
• Messaging an opted-out lead. If a customer sent a STOP keyword, respect it — the CRM flags it on the lead.
• Re-sending an old template to beat the 24-hour window when a new one is required. Meta rejects it; pick a current approved template.

Technical details#

• Member permissions: leads.view/create/edit/assign, pipeline.view, forms.view, automations.view, integrations.view, reports.view, whatsapp.view/send.
• Call outcomes map to outcome_connected, outcome_voicemail, outcome_no_answer, outcome_not_interested, outcome_callback.
• The mobile app talks to /api/v1/mobile with a device token; the same tenant scope protects every record you can see.

Related guides#

• Lead 360 view · Leads · Lead board (Kanban)
• Follow-ups & tasks · Appointments & calendar
• Calls · WhatsApp inbox
• Mobile app setup