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Lead Detail

The Lead Detail page gives you a complete view of a single lead, from first contact through to booking. You can track status progression, review quote pricing, see campaign activity, manage notes, and take lifecycle actions like assigning a rep, sending a quote, booking service, or closing the lead.

Open any lead from the Sales Pipeline by clicking the lead name on a card.

Who Can Access This​

RoleAccess Level
AdministratorFull access (view, edit, assign, close, delete)
Office ManagerView and edit
SalesView and edit
HR AdminView and edit
Payroll AdminView and edit
Field TechnicianNo access

Page Header​

The top of the page shows the lead name, a status badge for the current pipeline stage, and a Lead # badge with the lead's ID. A stat strip sits inline next to the name:

  • Age -- Total days since the lead was created.
  • In status -- Days the lead has been in its current stage.
  • To quote -- Days from creation to the first quote.
  • Attempts -- Total logged contact attempts.

A quote saved for a customer who already exists shows Customer: and the customer's name under the lead name until it is booked. Click the name to open the customer's page.

Action buttons sit on the right:

  • Add Note -- Opens the note/communication drawer to log an update (available on every lead). Saving a note moves a Needs Contacted lead to Contacted and a Quoted lead to Follow Up.
  • Edit Lead -- Opens the Edit Lead drawer. Hidden once the lead's quote is booked. It stays available on a closed lead. On a quote saved for an existing customer, the drawer edits the property details only; the contacts stay on the customer.
  • Convert to Customer -- Converts the lead into an active customer record. Hidden once the lead is booked or already linked to a customer, and on a closed lead.
  • ⋮ menu -- Close Lead (hidden once the lead is already booked or closed) and, for administrators only, Delete Lead (hidden once the lead is booked or closed). When neither applies, the ⋮ menu is not shown.

Use the back arrow to return to the Sales Pipeline board.

note

The full Lead Overview layout described below applies to every tenant — there is no longer a separate "Classic" layout for this page. Other pages still respect your Classic/Pulse experience-mode choice, but Lead Overview does not.

Status Pipeline​

Below the header, a horizontal status pipeline shows where the lead sits in your sales process. The six stages are:

  1. Needs Contacted
  2. Contacted
  3. Quoted
  4. Follow Up
  5. Booked
  6. After Follow Up

Closed is not a rail step -- it's a terminal state a lead reaches from Close a Lead, shown as a status badge instead.

Each stage displays a circular icon. Completed stages show a checkmark and are connected by a solid rail. The current stage is highlighted. Hover over any stage circle to see the exact date and time it was reached. If the lead has been booked, a Booked date line appears below the pipeline.

Clicking a Stage to Take Action​

Some stage circles are clickable shortcuts:

  • Contacted or Follow Up -- Clickable only when it's the lead's current stage or the very next one. Opens the same note drawer as Add Note, so saving the note moves the lead forward to that stage.
  • Needs Contacted or Quoted -- Clickable only before the lead has been quoted. Opens the quote builder (Create Quote, or Get Pricing if your company uses that flow).
  • Booked is never clickable here -- book from the Book action in the Quote Pricing card instead.

Sending the lead an email or text from the Pulse Connect tab in the left navigation moves it forward the same way.

Overview Tab Layout​

If the lead has open tickets, an Open Tickets card is pinned at the very top of the tab. Below that, the tab uses a two-column layout on larger screens (stacked on narrower screens).

Left Column (~70%) -- Lead Details and Quote Pricing​

The Lead Details card is a single labeled field grid: Address, Email, Phone, Property (square footage and bed/bath count), Zone (color-coded badge), Source (with UTM campaign info when available), Created (date and time, followed by how the lead was created, such as via Pulse Online), Assigned To (with a Change link), and Tags. If you can edit leads, each tag has an × you can select to remove that tag from the lead. A lead whose zip code is in none of your branch's zones carries the Out of Service Area tag and a note reading "Lead Created. Outside service area." Hover the card to reveal Edit Lead Details, which opens the same drawer used for updating home stats and scheduling preferences -- this replaces the separate "Property Preferences" card from earlier layouts.

Below the field grid, a Service-area map toggle (desktop only) expands a read-only map showing the lead's location as a pin, your office location, and your service zones, so you can confirm the lead falls in your coverage area before quoting. The map's coordinates are looked up the first time you expand it, not automatically on page load. An address search box in the top-left corner of the map lets you type any address and jump the map to that location — useful for checking whether a nearby address falls in your service area, separate from the lead's own pin.

The Quote Pricing card (titled Quotes & Pricing when quote creation is available) is the primary action area. It displays all quote details for the lead, organized as collapsible accordions grouped by quote detail. Each accordion shows:

  • Service type name and the date the pricing was generated.
  • A pricing table with columns for Frequency (e.g., Weekly, Bi-Weekly, Monthly), First Job price, and Recurring price.
  • Time estimates shown beneath each price.
  • An "Interested" badge on frequencies the customer selected.
  • A tooltip with rate modification breakdowns (base rate, add-ons, adjustments) when you hover the info icon next to a price.

From the three-dot menu on each frequency row, you can:

  • Send Quote -- Opens the send dialog to email or text the quote to the customer.
  • Book Service -- Starts the booking flow for that specific scope and frequency.

If no pricing exists yet, click Get Pricing (top of the card) to generate it, or Create Quote to open the full quote builder.

Right Column (~30%) -- Campaigns and Notes​

  • Upcoming Campaign Activity -- Shows only drip campaign steps that haven't gone out yet: campaign name, step name, a type badge (Email, SMS, or Reminder), and scheduled date/time.
  • Note History -- The same searchable, tabbed note history used on the Notes & Activity tab, capped to 5 entries with a Show older link to see the rest. Under All, open tickets are listed first and count toward the 5, so a lead with several open tickets shows fewer recent notes here -- click Show older for the rest. Each note that was sent to someone shows a To: recipient chip so you can see who received it at a glance. Search matches note content, author, status, and recipient.
  • Campaign History -- Shows completed/past campaign sends for the lead (no longer duplicated with Upcoming Campaign Activity above it).

Notes and Activity Tab​

Switch to the Notes & Activity tab to see the full history of notes, emails, SMS messages, phone call logs, and status changes associated with the lead.

Key features:

  • Search -- Type in the search box to filter notes by content, author, type, status, or recipient.
  • Open tickets first -- If the lead has open tickets, they are listed at the top of the All view, ahead of the rest of the note history. Click one to open and close it; a closed ticket moves into the regular history.
  • Collapsible cards -- Each note expands to show the full content, including HTML-formatted email bodies. Notes that were sent to someone show a To: recipient chip.
  • Pagination -- Notes load in pages. Click Load More Notes to fetch additional entries.
  • Note types -- Notes are labeled by type: Note, Email, SMS, Phone Call, or Status Change.

Lifecycle Actions​

From the Lead Detail page, you can take the following actions depending on the lead's current state:

Assign a Rep​

Use the Assigned To field on the Lead Details card to see who is currently assigned. Click Change to reassign the lead to a different sales rep. Change is hidden once the lead is booked or closed.

Send a Quote​

Use the Send Quote option in the Quote Pricing table, or click Create Quote / Get Pricing at the top of the Quote Pricing card to build a new quote. You can send quotes via email or SMS using your configured templates. Saving a new quote on a lead at Follow Up, After Follow Up or Closed moves it back to Quoted, unless the lead has been booked. A text message can be up to 1,600 characters, including the quote's price list. If it is longer, Send Quote stays greyed out until you shorten the text or uncheck SMS to send by email only.

Why didn't Send Quote ask me to choose frequencies? When every service on the quote has only one priced frequency, there is nothing to choose, so Send Quote opens the message straight away with those prices in it. When any service has more than one frequency, you first pick which ones to include. MaidCentral V2 always shows the frequency step, even when there is only one frequency to pick. (Pulse reference D-68)

Book Service​

Once a lead has been quoted, use the Book Service action on a specific frequency in the Quote Pricing table. This converts the lead into an active customer with a scheduled job. For a quote saved for a customer who already exists, the job is booked on that customer and home; no new customer is created. Book and Edit appear on a quote only while the lead is at Quoted or Follow Up, and Send only until the lead is booked, closed or at After Follow Up.

After booking, a Booked date indicator appears below the status pipeline.

Why can't I book, edit or send a quote on a closed lead? Once a lead is closed, its quote rows no longer show Book, Edit or Send. To win the lead back, click Create Quote and build a new quote: saving it reopens the lead to Quoted, and the quote goes on to booking as usual. A booked lead is never moved back by a new quote.

Close a Lead​

If a lead is no longer viable, close it from the pipeline board using the Close Lead action. Select a reason (Not Interested, Unresponsive, Budget Constraints, etc.) and add optional notes. Closed leads are removed from the active pipeline.

Delete a Lead​

Administrators can permanently delete a lead. This is a destructive action and cannot be undone.

Tips and Best Practices​

  • Check the status pipeline daily to make sure leads are progressing. If the "In status" stat exceeds your target (for example, more than 3 days), it is time to follow up.
  • Use campaign activity to understand what automated outreach a lead has already received before you call or email.
  • Search notes when picking up a lead from a colleague. The search box quickly surfaces relevant past conversations.
  • Review rate modifications by hovering over the info icon next to any price. This is helpful when customers ask how their price was calculated.
  • Book from the pricing table to ensure the correct scope and frequency carry through to the job record.

How do I tell how a lead was created?​

Look at Created on the Lead Details card. After the date and time, it says how the lead came in, for example via Pulse Office. The common values are:

  • Pulse Office: someone in your office created the lead in Pulse.
  • Pulse Online: the customer submitted your online quoting tool.
  • Pulse Lead Form or Pulse Lead Form POST: the lead came from your website lead form.
  • Pulse API or Pulse API-Adv: an integration created the lead through Pulse Connect (API-Adv when it sent a priced quote).
  • AI Receptionist: MaidSense created the lead from a chat, text or call.
  • Pulse Lead Import: the lead came in through a data import.

Leads created in MaidCentral V2, and older leads created in Pulse before November 2026, show the V2 names instead (Office, Online, Lead Form, API, Lead Import). A lead with no recorded source shows only the date. On the Contacts list, you can also hover a lead's Created date to see the same information.

Why does MaidCentral V2 show a number for how a Pulse lead was created?​

Pulse records its own value for each way a lead can be created, so you can tell a lead created in Pulse from one created in MaidCentral V2. MaidCentral V2 only knows its own values, so until V2 is updated it shows a number (for example Created 106 or via 106) for a lead created in Pulse. Open the lead in Pulse to see the name. (Pulse reference D-82)

Troubleshooting​

Quote Pricing shows "No pricing details available"​

The lead may not have a quote generated yet. Click Get Pricing or Create Quote at the top of the Quote Pricing card to start the quoting process.

Upcoming Campaign Activity or Campaign History is not visible​

These cards only appear if the lead has drip campaign steps associated with it -- Upcoming Campaign Activity needs a not-yet-sent step, Campaign History needs a completed one. If neither applies, the section is hidden.

Notes search returns no results​

The search matches against note content, author name, type label, status name, and recipient. Try broadening your search term or click Clear search to reset.

The service-area map shows no pin for this lead​

The lead's address hasn't been geocoded yet. Expand the Service-area map toggle on the Lead Details card -- Pulse looks up coordinates the first time you open it.

I cannot book from the pricing table​

The Book button only appears for leads at Quoted or Follow Up that have not already been booked. A quote saved for an existing customer keeps Book until it is booked. To book a closed lead, click Create Quote and build a new quote, which reopens it. If the lead was already booked, you will see a "Booked" indicator on the timeline instead.