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Lead Convert Drawer

Converting a lead turns it into an active customer. Lead conversion no longer uses a separate drawer: the Convert to Customer buttons and a quote's Book button open the lead's Full-Page Estimate, which already has everything you know about the lead — name, phone, email, address, and any saved quote. From there you confirm the service and pricing, pick a time for the first job, and book it. Booking the first job is what creates the customer.

Who Can Access This​

RoleAccess Level
AdministratorFull access (convert leads, schedule jobs)
Office ManagerFull access (convert leads, schedule jobs)
SalesFull access (convert leads, schedule jobs)
HR AdminFull access (convert leads, schedule jobs)
Payroll AdminFull access (convert leads, schedule jobs)
note

If you do not see the Convert to Customer button on a lead record, the lead may not be quoted yet, may be closed or already booked, or your role may not have the required permission. Contact your administrator to check your access settings.

Overview​

When a lead is ready to become a paying customer, the Full-Page Estimate walks you through the booking process in one place. It is the same estimate you use to quote the lead, so you are building on what was already collected during the sales process instead of re-entering it.

If the lead already has a quote, you can start from that quote's Book button. The estimate then opens on the Booking step for that quote, with the prices you chose already selected.

Once you book the first job, the lead is linked to the new customer record so you can trace the history back to the original inquiry. A green "Lead Converted to Customer" banner appears on the lead's detail page with a link to view the new customer record.

How to Convert a Lead from the Detail Page​

  1. Navigate to Contacts from the left menu.
  2. Click on a lead's name to open their detail page.
  3. Click the Convert to Customer button in the top-right toolbar.
  4. The lead's Full-Page Estimate opens with their name, email, phone, and address already filled in.
  5. Review the contact information and make any corrections.
  6. Continue through the estimate's steps to confirm the service and pricing and schedule the first job.

How to Convert from a Quote's Book Button​

If the lead has a quote with pricing, you can start the conversion from the quote:

  1. Open the lead's detail page.
  2. In the Quotes & Pricing section of the overview, find the quote you want to book.
  3. Click Book on that quote.
  4. In the Book Quote dialog, choose the frequency to book for each service, then click Continue.
  5. The Full-Page Estimate opens on the Booking step for that quote, with the service, frequency, and home details from the quote already filled in.

This method is faster because it skips straight past the pricing the quote already defines.

How to Convert from the Sales Pipeline​

  1. Navigate to the Sales Pipeline page from the left menu.
  2. Find the lead card on the pipeline board. The lead must be in the Quoted or Follow-up stage.
  3. Click Book on the card, or open the card's menu and select Convert to Customer.
  4. The lead's Full-Page Estimate opens on the Booking step with their most recent quote.

How to Convert from Lead Quick Actions​

Anywhere you see a lead's name with a small dropdown arrow, you can access the quick actions menu:

  1. Click the dropdown arrow next to the lead's name.
  2. Select Convert to Customer from the menu.
  3. The lead's Full-Page Estimate opens on the Booking step with their most recent quote.

This works from the contacts table, the lead details panel that opens when you click a lead's name, Pulse Connect conversations, and anywhere else lead quick actions appear.

Estimate Steps​

The Full-Page Estimate has four steps: Profile, Pricing, Booking, and Scheduling. Full-Page Estimate covers each one in detail. For a conversion:

  • Profile — The lead's contact information and address are pre-filled. Review them and correct anything that needs updating.
  • Pricing — Confirm the property details and frequency (the service itself is chosen on Profile). If the lead has a saved quote, its pricing is already loaded.
  • Booking — Answer any additional questions your company asks after pricing.
  • Scheduling — Pick a time and team for the first job. See Scheduling the First Job.

On the Scheduling step, choose how to finish:

  • Save Quote & Book — Books the first job at the time you picked. This creates the customer, their home, the service set, and the job, and converts the lead. For a quote saved for a customer who already exists, the job is booked on that customer and home; no new customer is created.
  • Save Quote — Saves the quote without booking a job. The lead stays a lead.

What Happens After Conversion: What Booking a Lead Records on the Customer​

When you book the first job:

  1. A new customer record is created with the lead's contact information, property, and service plan.
  2. The lead is linked to the new customer. The system tracks which lead became which customer.
  3. A "Job Booked!" dialog opens so you can send a booking confirmation to the customer (it starts with Email checked and SMS unchecked), or click Skip or View Customer. Either one opens the new customer record.
  4. On the lead's detail page, a green banner shows "Lead Converted to Customer" with a View Customer button that takes you directly to the new customer record.
  5. Lead actions are hidden once the lead is booked. The Convert to Customer button and the quote's Book button no longer appear. A quote saved for a customer who already exists is not converted until you book it: it keeps Book and Edit on the quote, and shows no banner.
  6. The job appears on the schedule for the assigned team and date.
  7. Two closed notes are added to the service: a Base Fee Log note with the price and hours, and a Scheduled jobs note with the first job's date.

Tips and Best Practices​

  • Complete the quote first. If the lead has a quote with pricing, use the Book button on the quote to start the conversion. This carries over the service level, frequency, and home details, which saves time and avoids mismatches.
  • Double-check the phone number and email. These are pulled from the lead record. If they were entered incorrectly during lead creation, now is the time to fix them.
  • Save the quote if you are not ready to schedule. Save Quote keeps the pricing on the lead so you can come back and book it later.

Why doesn't my customer's saved quote show Book?​

A quote saved for a customer who already exists keeps Book and Edit until you book it, and shows no "Lead Converted to Customer" banner. Book shows only while the quote is at Quoted or Follow Up. If the green banner shows, the quote is already booked.

Troubleshooting​

What you seeSolution
The Convert to Customer button is missingThe lead may already be converted (check for the green banner) or closed. Closed leads can't be converted. A quote saved for a customer who already exists also has no Convert to Customer: that lead is already a customer, so use Book on the quote instead. In a lead's quick actions menu or on a Sales Pipeline card, the option also depends on your role's permissions.
Convert to Customer or Book is missing on a pipeline card or in a lead's quick actions menuThese actions only appear for leads in the Quoted or Follow-up stage.
Contact fields are blankThe lead record may not have an email or phone on file. You can enter them on the Profile step.
Pricing is not calculatingMake sure a scope of work is selected, and that the property has square footage, bedrooms, and bathrooms entered. A missing or out-of-zone ZIP code does not stop pricing. To save or book the quote with a ZIP outside your Service Zones, choose the home zone on the Booking step if your company asks it there; otherwise the ZIP must be inside one of your Service Zones.
The Book button does not appear on the quoteBook only appears while the lead is at Quoted or Follow Up and has not been booked. Booked leads hide the Book button to prevent duplicate bookings. A quote saved for an existing customer keeps Book until it is booked. On a closed lead, use Create Quote.
Save Quote & Book is blockedIf the button is greyed out, no slot is picked yet. Pick a suggestion, or fill in date, time, and team; hover the button to see what's missing. If you can click it and get an error, the message names what's missing: the address, a valid ZIP code, pricing that is still calculating, or an unanswered required question.