Use Leads from start to finish

Find or create an enquiry, record the vehicle and customer context, arrange follow-up, and handle handovers or closing outcomes.

20 min read · Video walkthrough · Instructions reviewed 28 October 2026

Before you start

Access: Leads access plus permissions for the tasks you perform. Available controls depend on staff permissions, record scope and dealership features.

The person’s first/last name and a valid email address or cell phone number.
An existing inventory record when linking a vehicle.
An agreed owner and next action; the date/time, host and vehicle for a customer visit.

Where to go
Operations → Leads → All leads

Watch the walkthrough

31:19 · English narration · Fictional demonstration

Find and create leads, record vehicle interests, save follow-up work, review documents and history, manage stages, handovers, lost-lead recovery and bulk changes. Includes the matching customer appointment email and phone link, saved results and recovery. English captions are included in the picture; a selectable caption track is also available.

All 36 video chapters

Read the video transcript

0:04 · Use Leads from start to finish

Let's work a lead in Carvio, from the first enquiry to a clear next action. We'll use Jordan Taylor, Alex Morgan, and a Civic with stock number DEMO zero six one. These are fictional training records.

You'll see how to find and create a lead, record the right vehicle, arrange follow-up, review messages and documents, and move the opportunity through its stages. Then we'll cover handovers, lost-lead recovery, bulk changes and common problems.

You can use the chapter list to jump to a task. The written guides include the same instructions and recovery steps, so you can follow them without playing the whole video.

0:45 · Open Leads and check access

Start in the main navigation. Under Operations, expand Leads and choose All leads. Assignment requests and Lost-lead recovery are separate destinations in the same group, when your access allows them.

The controls you see depend on your staff permissions and record scope, as well as your dealership's available features. Seeing a person's name in a list does not always mean you can open their conversation or edit their record.

If a route or action is missing, first confirm that you're in the right dealership and account. Ask someone who manages staff access to check the relevant Leads permission and scope. Creating another lead won't solve an access problem.

1:28 · Find a lead and check search scope

Use Search to find a lead by the information you know. Here, searching Jordan narrows the list to Jordan Taylor. Check the name, status and assignee before opening the record.

Jamie starts with My leads selected. Searching Jordan there gives no result because Alex owns this enquiry. The words in your leads explain the scope. Choose Search all leads to look beyond that view.

Jordan now appears, still assigned to Alex. The name isn't an openable link for Jamie, but Lead actions offers Request assignment. That is a request for approval, not an immediate claim. We'll complete that handover later. Before creating a new enquiry, check that search and filters haven't hidden an existing one.

2:14 · Use quick views and filters

Quick views are shortcuts: My leads, Unassigned, New leads and High priority. Choose the one that matches the work you're doing. They are alternative views; selecting one replaces the previous quick view.

Use Add filter for more precise criteria. Status, Priority, Source, Assignee and Age let you narrow the list. Search and filters work together, so an unexpectedly empty list may simply be too restricted. Clear an individual condition or use Clear all to start again.

Age refers to when the lead was created. More than fourteen days old is different from fourteen days without a reply. Also, the High priority shortcut selects High. To include Urgent leads, use the Priority filter and choose the priorities you need.

3:03 · Sort, page and save a view

Open Sort leads to choose Newest, Oldest, Last activity, Priority, or a name order. Pick the order that helps you decide what to work next; sorting doesn't change a lead's priority or stage.

For a longer list, use Next, Previous or the page numbers. A page is only part of the results. The count above the table tells you how many leads match the current view.

You can keep a useful filter setup in Views. Choose the save-view action, enter a recognizable name, and save it. These named views are kept in this browser. They aren't a shared team view or a saved copy of the lead records. Recheck the visible filters when returning to a view, and don't rely on it being available on another device.

3:49 · Find closed and archived records

The normal list focuses on active opportunities. Turn on Include closed leads when you need to find a Won, Lost or Not qualified lead. Your search and other filters still apply.

Closed and archived are different. Include closed leads does not expose archived records in this list. There is currently no archive browser in All leads.

If you still have an archived record's direct link and permission to open it, open that record and choose More, then Unarchive. Keep the record link before archiving anything you may need again. If you can't find it, ask an authorized colleague for the record link; don't create a duplicate simply because a lead disappeared from the active list.

4:33 · Create a lead

Choose Add lead from All leads. Enter the person's first and last name, then an email address or a cell phone number. At least one contact method is required. Use a valid email, and check the phone number carefully before any later message.

Choose the Assignee if your access allows it. An unassigned lead has no named owner. Priority indicates how urgently the team should work it; it doesn't describe a deal approval. Choose the Lead Source that matches how this enquiry arrived, and add source details when that choice asks for them.

For our main example, Jordan is assigned to Alex with High priority and Walk In as the source. Review those details, then choose Create. The saved lead opens in New Lead, with Jordan's contact information at the top. Cancel or closing the form discards this new form; don't assume it is a recoverable saved draft.

5:29 · Recover a failed creation

If Create fails, read the error before leaving the form. In this controlled failure example, Jordan's entered details remain visible. This example uses the form's Medium priority and Unassigned owner, rather than our main example's selections.

Correct any validation error or connection problem, then try Create again from the same form. A failure message is different from a successful save followed by a slow page change.

If the result is uncertain, search for the person before submitting a second new form. Here, retrying opens the saved record. Confirm the contact information, owner and priority after recovery. Closing or refreshing an unsaved form can discard what you entered; the form remaining open after this error isn't a general draft-restoration promise.

6:22 · Read the lead workspace

Open the saved lead and check the person's identity first. The contact information at the top has copy controls. Copying an address or number does not send a message or place a call. View Contact information opens the associated contact record when you need to review or change those details.

The stage shows where the opportunity stands. The SLA and Last indicators help you notice a pending reply or the latest recorded interaction. Next points to upcoming work when there is a commitment to show.

The workspace has Vehicles, Tasks, Notes, Documents and Activity. Use those labels to reach the relevant section. Messages use their own composer. A team note, a linked vehicle and an uploaded document are not customer messages. Check which control you're using before entering sensitive information.

7:17 · Update owner, source and priority

In Lead Details, Assigned To, Lead Source and Priority can be changed directly when your permissions allow it. These selections save individually. There isn't a separate whole-page Save button for these fields.

For example, open Priority and choose Urgent. Check that Urgent appears as the saved value. To hand ongoing work to a colleague, choose the appropriate person under Assigned To, then verify the displayed owner. Our separate assignment example shows Jamie selected.

Coordinate the follow-up when you change an owner. Changing ownership doesn't explain the customer context to a teammate by itself, and changing priority doesn't create a task. For the main walkthrough we return to Alex and High priority. Add a note and a dated next action so the record explains what should happen next.

8:08 · Add the vehicle the customer wants

In Vehicles, choose Add and search for the stock number or vehicle. Here, a Civic search returns two cars. Use the stock number and price to distinguish them; similar vehicle names can look alike in the compact list.

Choose stock DEMO zero six one, the twenty-four-thousand-nine-hundred-dollar Civic EX. It appears in Jordan's Vehicles section. The first interest becomes the primary vehicle, marked with a star.

You can link more than one interest if the customer is comparing cars. We add stock DEMO zero six two as the alternative. A linked interest records what the customer is considering. It does not reserve the car, sell it, create a bill of sale or send its listing to the customer. For a customer-facing share, use the documented message and vehicle-sharing workflow.

8:59 · Change or remove a vehicle interest

To change the primary interest, reveal the star control on the other vehicle and choose Set as primary. The selected car moves to the first position. In this example, the lower-priced LX becomes primary.

For an Undo example, we first switch back to the EX. Undo is offered briefly after the change. Use it immediately if you chose the wrong car, then verify which stock now carries the star. Don't assume Undo remains available indefinitely.

We restore the Civic EX as Jordan's primary interest and remove the secondary LX. Remove affects this lead's interest, not the inventory record. Before removing a similar-looking row, check its stock number. The main example ends with one vehicle: DEMO zero six one at twenty-four thousand nine hundred dollars.

9:50 · Create a dated follow-up task

A lead needs a clear next action. Choose the create-work button near the lead's stage, or Add in Tasks. The menu offers Task, Reminder and Appointment. These are different kinds of work.

Choose Task for a team action. We enter Confirm Jordan's Civic visit, assign Alex, and set the due date to October twenty-ninth at nine A M. Check that Jordan is the linked lead before creating it. Add any useful description or checklist rather than relying on the title to hold every detail.

After saving, the task appears in the lead's Tasks section. Open it to verify its owner, due time and lead link. A saved task tells staff what to do. It is not an appointment confirmation sent to the customer. Use the full Tasks guide for checklists, dependencies and detailed task editing.

10:42 · Book the customer visit

For a customer visit, choose Appointment. Jordan is already linked from the lead. Enter a specific title and choose the appointment type, date, time, duration and host. Add the vehicle when it is relevant, and review reminders and any preparation tasks.

Our appointment is Jordan's Civic test drive: Thursday, October twenty-ninth, at two P M, for forty-five minutes, hosted by Alex, with Civic stock DEMO zero six one. Check the date and time shown in the form before saving; don't leave an unintended default time.

The saved appointment appears in Tasks alongside the separate follow-up task. Open it to confirm the saved details. A stage named Demo Scheduled does not book a calendar appointment on its own. Use this appointment action to create the visit, then update the stage when it accurately reflects the enquiry.

11:37 · Check what the customer receives

Here is the customer side of the same appointment. This is the actual appointment-confirmation email template shown with our fictional details. It identifies the dealership and host, and shows Thursday at two P M. The customer page also shows the forty-five-minute duration.

The appointment link opens the customer page. On a phone, Jordan can review the appointment, Civic, location and contact information. The visible Reschedule and Cancel appointment actions are customer choices; they aren't the staff lead-stage controls.

A saved appointment or an email preview is not proof that a real customer received or read a message. Check the recorded appointment and delivery information available in your workflow. The full Appointments guide covers rescheduling, cancellation, outcomes, reminders and the resulting customer confirmations. No real email is sent in this demonstration.

12:35 · Complete the follow-up and check Next

After making the visit-confirmation follow-up, mark that task complete. Here the task title is crossed out and marked Completed. The appointment remains open because completing a staff task doesn't complete the visit.

Notice the visible consequence: the open Tasks count is now one, and Next points to Jordan's Civic test drive. This helps you check that the record has a future commitment rather than only completed work.

If the appointment time or owner is wrong, open the appointment and correct the saved booking using the appointment workflow. Don't fix a calendar mistake only by writing a different time in a lead note. The note, saved appointment and customer confirmation should agree.

13:19 · Add a team note

Use the note composer for information your team needs to retain on the lead. In our finished example, the note says Jordan prefers the Civic EX, stock DEMO zero six one, and the test drive is booked for Thursday at two P M.

To add a note, enter it in the note composer, use its send control, then check that it appears in Notes with the author and time. Here, send adds an internal note; it is different from Send in the SMS or email composer.

Write enough context for the next person to act, but keep unnecessary personal information out. A note doesn't schedule a task, update an appointment or deliver an email. If the customer changes the booking, update the actual appointment and then keep your note consistent. Don't assume an unfinished note is a recoverable browser draft.

14:11 · Attach and review lead documents

Choose Documents, then Add to select an image or P D F, or drop the supported file into the section. Keep each file within the displayed twenty-five-megabyte limit. New uploads here use Other; this compact section doesn't offer a new document-set or category-selection flow.

Wait for the normal document row before treating an upload as ready. Our fictional Jordan Civic visit sheet appears with its filename, uploader and size. Open the row to review it in the document viewer. This sheet is a training attachment, not a generated appointment confirmation.

The viewer lets you inspect the file and use Download. Close it to return to the lead. Attaching a file here keeps it with the record; it doesn't send the file to Jordan. To deliver an attachment, use the message workflow and review the recipient and channel before sending.

15:05 · Recover uploads and review deletion

A file still uploading or showing an error is not a finished attachment. Read the row's message and use Retry when offered. If the row says the file couldn't be finalized, retry that existing file instead of immediately selecting another copy.

After retry, check Documents again. If the finished upload still lacks its normal open controls, return to All leads and reopen the same lead. Check for a ready copy before uploading again. Retrying a failed upload can leave another saved copy, so compare filenames and open the correct document before any cleanup.

Delete document opens a permanent-deletion confirmation. We cancel that dialog and keep the main example's attachment. Don't use Delete to hide a lead or clear a temporary filter, and don't remove a document until you've verified which file it is.

15:59 · Review the lead history

Use Activity when you need to see what changed on the opportunity. Scroll down within the workspace, or choose Activity in the section navigation. Here you can see the recorded stage changes and the person who made them.

Open Filter activities to focus on Messages, Notes, Calls, Status, Assignments or Other. A narrower history filter can hide events; return to All when checking the full visible timeline.

The current compact status rows show the old and new stage, actor and time. They do not display the full closing justification. Don't assume every detail entered into a closing dialog can be read in this compact history. If the latest change hasn't appeared, return to the list and reopen the lead. An empty history by itself is not proof that nothing happened.

16:50 · Review communication and engagement

The message area supports the available SMS and Email channels. Read the existing conversation, confirm the recipient and channel, and check the message before Send. Templates, attachments, vehicle sharing and AI suggestions have their own review steps in the Inbox guides.

Engagement summarizes the recorded communication: First response, Avg reply time, Total touches and Last contact. In this separate communication example, the display shows a three-minute first response, a five-minute average reply and two touches. These are observations, not proof that the customer has agreed to buy.

No data means there isn't enough recorded activity for that indicator; it isn't a zero-minute response. The main saved visit example has no customer messages sent. Recording a note or booking work should never be presented as a delivered customer reply.

17:48 · Move the lead through the working stages

For the stage examples, let’s revisit earlier points in Jordan’s enquiry. Choose the current stage to see its allowed next choices. A New Lead can become Attempted when you've tried to reach the person, or Contacted when you've established contact. Use the stage that describes what actually happened.

Here we move from New Lead to Attempted, then Contacted. The label and progress indicator update. From Contacted, the menu offers Qualified, Not Qualified and Lost. The available choices change with the current stage; this isn't a free-form status editor.

Use Qualified when the opportunity meets your dealership's qualification criteria. Stage changes describe the enquiry. They don't send a message, book a visit, reserve a vehicle or approve a deal. In the main example we finish at Contacted with a saved test-drive appointment; the following later-stage examples are separate alternatives.

18:46 · Understand later stages and final outcomes

In a later-stage example, Qualified offers Demo Scheduled. Choosing it updates the lead stage, but there is still no new appointment in Tasks. Book the actual appointment separately.

From Demo Scheduled, the next working stage is Negotiation. From Negotiation, the menu offers Won or Lost. Choose Won only when that outcome accurately describes your opportunity. Won is a lead outcome; it does not save or sign a bill of sale, approve financing or mark a vehicle delivered.

Not qualified is another closing outcome, available from Contacted. These closed outcomes leave the ordinary working-stage menu. There isn't a general reverse-stage action for every final status. Lost has its own authorized Reopen workflow, which we'll show next. Keep the customer's actual work and deal records consistent rather than using a lead label to stand in for those tasks.

19:45 · Close a lead as Lost

When the opportunity is lost, choose Lost from the stage menu. Select a lost reason and enter a useful justification. The form requires at least twenty characters, with a limit of two thousand, so explain the outcome clearly rather than entering a token word.

In this alternative example, Jordan purchased elsewhere. We record that reason and a short explanation, then save. The lead shows Lost with the reason and the closing information. Check the result before leaving the record.

Lost is different from archive, delete and Do not contact. It closes the opportunity. Review any upcoming tasks and appointments separately so you don't leave staff preparing for a visit that will no longer happen. Don't assume a stage change cancels every linked item or withdraws a customer confirmation.

20:37 · Reopen a Lost lead

If the customer returns and you have recovery access, open the Lost lead and choose Reopen. Read the confirmation: it returns to the working pipeline, is assigned to you, and the lost reason comes off the working record.

Confirm Reopen only when you're ready to own the follow-up. In our controlled example the saved stage becomes Contacted, assigned to Alex. The previous stage changes remain visible in Activity, although the compact history doesn't show the full closing justification.

If Carvio reports that the contact already has an active lead, cancel the reopen attempt and find that active enquiry instead. Don't create parallel enquiries to bypass the message. After a successful reopen, check the vehicle and next action, and create or correct the actual follow-up work you need.

21:29 · Work the Lost-lead recovery queue

Open Leads, then Lost-lead recovery. Choose Last thirty, sixty or ninety days to set the period. Review the name, lost reason, source, time and owner. Use Load more when additional results are available.

Reopen returns a lead to active work and asks for confirmation. Dismiss has a different effect: it removes the suggestion from this recovery queue while leaving the lead Lost. In this example, dismissing Jordan reduces the queue from two leads to one.

You can still find Jordan by turning on Include closed leads in All leads, then opening the Lost record. Dismiss isn't deletion, and it has no immediate Undo control in the queue. If the queue fails to load, use Try again. A failed request is not evidence that there are no lost leads to review.

22:21 · Request a lead handover

Now let's show a separate handover example, with Jamie signed in and Jordan currently owned by Alex. Search all leads when My leads doesn't include the person. Open Lead actions for Jordan, then Request assignment.

Add a brief optional note explaining the handover. Jamie writes that they met Jordan on the lot and will handle the Civic test drive. The note has a two-hundred-and-eighty-character limit. Review it, then choose Send request.

Request sent for approval confirms the submission, but Alex remains the current owner until the request is approved. Open Assignment requests and look under You asked for to see Pending. Repeating an existing pending request is not a way to edit its original note. Coordinate with the reviewer if the explanation needs correction.

23:11 · Approve or decline an assignment request

On the reviewing side, open Assignment requests and check Needs your decision. Review the lead, current owner, requesting teammate and note. Decision access depends on the current assignment and your Leads permissions; it isn't available to every person who can see a lead name.

Approve opens a handover confirmation. Check the teammate carefully and read the access warning before confirming. In this example, the approval toast says the lead was handed to Jamie. Resolved shows Approved, and the lead's Assigned To value now shows Jamie.

Reject declines the request without handing over the lead. In the separate declined example, Resolved shows Declined and the current owner remains Alex. Treat Reject as a decision, since it does not open the same approval confirmation. For a failed or stale request, check its current Pending or Resolved state before retrying. Voided means that request is no longer actionable; don't treat it as an approval.

24:12 · Distinguish Do not contact, archive and delete

More contains separate actions with different consequences. Do not contact suppresses customer messaging. The composer then states that messages cannot be sent. It does not mean the lead was won, lost or deleted. Don't clear a customer's contact restriction just to make Send available; someone with the appropriate access must handle any correction.

Archive removes the record from the normal lead list. Open its own page and use More, then Unarchive to restore it when authorized. The current All leads list has no archived-record browser, so retain the direct record link if you may need it.

Delete opens a warning that the opportunity will be permanently removed from the contact and cannot be undone. We cancel the warning. Choose a closing stage for an opportunity outcome, and archive for record organization; reserve deletion for a verified need, with the correct record checked.

25:11 · Choose selected leads or all matching

For several leads, first set the search and filters deliberately. Select individual row checkboxes, or use the header checkbox for the current page. Check the selected count before choosing an action.

Here, the page has fifteen selected, while seventeen leads match the filter. Select all seventeen matching this filter expands the scope beyond the visible page. The toolbar then says All seventeen matching this filter selected.

Review the available Reassign, Change priority, Change stage and Archive actions. Delete is available for selected records when permitted, but isn't an all-matching action here. Stage choices depend on the selected leads' current stages; mixed selections may have fewer valid choices. Clear selection if the count or scope isn't what you intended.

26:03 · Apply and verify a bulk change

Choose Change priority, then Urgent. Read the confirmation. In all-matching mode, it says this applies to every lead matching the current filter and names seventeen leads. Cancel if you meant only the current page.

After Confirm, the result reports that seventeen leads were set to Urgent. Check the saved rows, then open the next page to verify that the change reached beyond the first fifteen. This demonstration changes fictional records only.

The reported affected count matters more than the number you expected. A zero-change result can mean the matching records already had the selected value. Reassign changes the owner; it doesn't write a handover note for you. Marking several leads Lost still requires an accurate reason and justification. Use a bulk action only when the same change is appropriate for every included lead.

26:57 · Recover a partial bulk failure

A bulk operation can partly succeed. In this separate two-lead example, Jordan and Casey are selected for Urgent priority. After confirmation, Carvio reports Updated one lead. That is only part of the result. The other update reports an error.

Look at the saved values: Jordan now shows Urgent, while Casey remains Medium. The success of one row doesn't prove that every selected lead changed. The failure of another doesn't undo the successful update.

Check each affected record, select only the unchanged leads, and retry the intended action after resolving the error. Here we select Casey alone and the second attempt succeeds. Both now show Urgent. Do not blindly repeat archive, deletion or a closing outcome over the original selection when you haven't checked what already happened.

27:50 · Recover list, field and record problems

Couldn't load this list is different from No Result Found. Use Retry for the failed list. If the list loads but the person is absent, check search, quick view, filters and Include closed leads before creating anything new.

For an immediate field change, watch the saved value. In this example, changing High to Urgent fails and High remains displayed. After correcting the problem, reopen Priority and choose Urgent again. The value changes only on the successful attempt.

A record-load error is different from Lead not found. Return to All leads and reopen the record when appropriate. If a link still cannot be opened, confirm the record and your access with an authorized colleague. Don't assume a missing history item, a failed vehicle search or an empty request list proves that no underlying work exists.

28:43 · Reach the work you need on a phone

When navigation is hidden, open the menu and choose Leads, then All leads. Open the person's record after checking the matching name and owner. For list filters, open the filter button, change the condition and choose Apply. Here, Include closed leads brings Avery’s Lost lead into the results.

Use Chat for the conversation, Work for the vehicle, tasks, notes and documents, and Details for the owner, source, priority and engagement. These labels help you reach the right action without hunting through an unrelated part of the record.

In Work, scroll down to the note and document when needed, or use the section labels. Check that the saved appointment and completed follow-up still belong to Jordan. If a table action is outside the visible area, scroll the table to reach it before selecting a different record. The same checks on identity, permissions and saved results still apply.

29:40 · Start the related bill of sale when ready

When you're ready to prepare a deal, choose Deal on the lead. Review the vehicle picker and select the eligible in-stock vehicle. A priced primary interest can already be selected, but check the stock number before continuing.

Our picker shows Civic stock DEMO zero six one at twenty-four thousand nine hundred dollars. Create Deal takes you into the retail bill-of-sale workflow with the lead context. This picker alone does not save a finished sale.

Follow the complete Bill of Sale guide for the purchaser, trade-in, charges, deposit, financing estimates, review and saved document. Keep lender approval, document signing, deal approval and vehicle delivery separate. A Won lead label or a selected vehicle is not a substitute for those completed steps.

30:29 · Confirm a complete lead record

Return to our main saved example. Jordan's Contacted lead is assigned to Alex with High priority and Walk In as the source. The only vehicle interest is Civic EX stock DEMO zero six one at twenty-four thousand nine hundred dollars.

The follow-up task is Completed. Jordan's Civic test drive remains scheduled for Thursday at two P M, for forty-five minutes. Next points to that appointment, and the team note agrees with the saved booking. The training document remains available on the lead.

That is a useful handoff: the right person, the right vehicle, a visible record of the work, and an accurate next action. Use the focused guides for the task you're doing, and the linked Inbox, Tasks, Appointments and Bill of Sale guides when the work continues there.

Download English captions (VTT) · Open or download video

Find the existing enquiry

Open All leads
Watch 1:28
Expand Leads under Operations, then choose All leads. Check the selected quick view before searching.
Open All leads · Fictional training example Select image to enlarge.
Search and verify the match
Open Search and enter the person’s name. Check the name, stage and assignee in the result. Open the linked name when your access allows it.
Search and verify the match · Fictional training example Select image to enlarge.
Search beyond My leads when necessary
If My leads returns no result, choose Search all leads when offered. This expands the search scope; it does not grant access to another person’s conversation.
Search beyond My leads when necessary · Fictional training example Select image to enlarge.
Request access through a handover
A visible name without an openable link can still offer Lead actions → Request assignment. Submit a request and track its decision rather than creating a duplicate.
Request access through a handover · Fictional training example Select image to enlarge.

Create the enquiry when needed

Open Create Lead
Watch 4:33
Choose Add lead from All leads.
Open Create Lead · Fictional training example Select image to enlarge.
Enter the name and a contact method
Fill First Name and Last Name. Add an Email Address or Phone Number; at least one is required. Check the country/number format and correct validation messages before continuing.
Enter the name and a contact method · Fictional training example Select image to enlarge.
Check spelling and duplicates
Use the person’s actual details. A test or misspelled contact method can send later communication to the wrong person. If you are unsure whether the enquiry already exists, cancel and search first.
Choose who will work the enquiry
Watch 4:33
Select Assignee when available. Unassigned means there is no named owner. Our main example assigns Jordan to Alex Morgan.
Choose who will work the enquiry · Fictional training example Select image to enlarge.
Set Priority and Lead Source
Choose an appropriate priority and the source that describes how the enquiry arrived. Complete source details if requested. Our example uses High and Walk In.
Set Priority and Lead Source · Fictional training example Select image to enlarge.
Review, then choose Create
Check the contact method, owner, priority and source. Choose Create and wait for the saved lead to open in New Lead. Verify the displayed details.
Review, then choose Create · Fictional training example Select image to enlarge.
Give the lead a next action
Link the vehicle of interest and create a dated follow-up task or appointment. Creating the lead does not itself send a customer message.

Check identity, ownership and priority

Confirm the name and contact method
Watch 6:22
Review the lead header. The copy controls copy text; they do not call or message the person.
Open the contact for contact corrections
Watch 6:22
Choose View Contact information beside the name to open the associated contact record. Lead Source and Priority are lead fields, not substitutes for contact editing.
Open the contact for contact corrections · Fictional training example Select image to enlarge.
Choose Assigned To
Watch 7:17
Select the intended teammate and check that their name becomes the saved owner. Our separate handover example shows Jamie Chen.
Choose Assigned To · Fictional training example Select image to enlarge.
Choose Lead Source
Select the source that accurately describes the enquiry. Review the saved label.
Choose Priority
Select Urgent, High, Medium or Low as appropriate. The selection saves directly; there is no additional whole-page Save for these fields.
Choose Priority · Fictional training example Select image to enlarge.
Verify the saved value
Watch 27:50
A successful selection appears in the field. If an error leaves the old value, correct the problem, reopen the control and retry. Here High remains after failure and changes to Urgent only after success.
Verify the saved value · Fictional training example Select image to enlarge.

Record the vehicle interest

Choose Add in Vehicles
Watch 8:08
Search the stock number or vehicle description.
Choose Add in Vehicles · Fictional training example Select image to enlarge.
Check the stock and price, then select the match
Our example uses Civic EX stock DEMO-061 at $24,900. The first interest is marked primary. Linking a vehicle does not reserve or sell it.
Check the stock and price, then select the match · Fictional training example Select image to enlarge.
Keep alternatives on the same lead
Add another interest if the customer is comparing cars. Stock DEMO-062 at $23,900 is the separate LX alternative. Use the stock numbers to distinguish compact rows.
Keep alternatives on the same lead · Fictional training example Select image to enlarge.
Choose Set as primary on the other interest
Watch 8:59
Reveal the star control by hovering or focusing the vehicle row. Confirm the selected stock moves to the first position.
Choose Set as primary on the other interest · Fictional training example Select image to enlarge.
Use Undo promptly after a mistake
The Undo action is offered briefly. In this example, we switch from the LX back to the EX, then Undo returns the LX to primary. Verify the stock after using Undo; it is not a permanent history control.
Use Undo promptly after a mistake · Fictional training example Select image to enlarge.
Remove an unwanted interest
Check the stock, then use its Remove control. This removes the lead association, not the inventory record. Our main example finishes with only DEMO-061.
Remove an unwanted interest · Fictional training example Select image to enlarge.

Save the actual next action

Choose the appropriate work type
Watch 9:50
Open the create-work menu near the stage, or choose Add in Tasks. Choose Task, Reminder or Appointment.
Choose the appropriate work type · Fictional training example Select image to enlarge.
Enter a specific task and due time
For a team follow-up choose Task. Our example is “Confirm Jordan’s Civic visit”, assigned to Alex and due October 29 at 9 AM. Verify that Jordan is linked before creating it.
Enter a specific task and due time · Fictional training example Select image to enlarge.
Review the saved task
Open the task from the lead and verify its owner, due date and lead link. Use the full Tasks guide for descriptions, checklists, dependencies and editing.
Review the saved task · Fictional training example Select image to enlarge.
Use Reminder for a timed reminder
A personal reminder is distinct from a customer appointment notification. Review the recipient/owner and time in its form; use the reminder guide for the full workflow.
Choose Appointment and review the linked person
Watch 10:42
Jordan is preselected when the appointment is created from this lead. Enter a useful title and review type, date/time, duration, host and vehicle.
Choose Appointment and review the linked person · Fictional training example Select image to enlarge.
Check reminders and preparation work before saving
Our example is Jordan’s Civic test drive on Thursday, October 29 at 2 PM, for 45 minutes, hosted by Alex, with Civic DEMO-061. Do not leave an unintended default time.
Verify the saved booking
Open the appointment from Tasks and check the date, time, duration, customer, host and vehicle. Changing the lead stage to Demo Scheduled does not book this appointment.
Verify the saved booking · Fictional training example Select image to enlarge.
Check the confirmation details
Watch 11:37
The actual customer email example shows the same Thursday, 2 PM visit and identifies the dealership and host. The customer page also shows the 45-minute duration. A preview or saved booking is not proof of delivery or reading.
Check the confirmation details · Fictional training example Select image to enlarge.
Understand the appointment link
The customer page shows the appointment, vehicle, host and dealership details, with Reschedule and Cancel appointment. Follow the appointment guide for those changes and their confirmations.
Understand the appointment link · Fictional training example Select image to enlarge.
Mark the follow-up task complete
Watch 12:35
After doing the staff follow-up, mark that task complete. The saved row shows Completed; the separate appointment stays open.
Mark the follow-up task complete · Fictional training example Select image to enlarge.
Check Tasks and Next
In our example the open Tasks count falls to one and Next points to the test-drive appointment. Correct the actual booking if its time changes, then keep notes consistent.

Keep useful team context

Use the note composer
Watch 13:19
Enter the useful context in Add a note for the team…. Keep the actual vehicle stock and appointment details consistent with their saved records.
Add the note
Use the note composer’s send control. This adds an internal note; the customer SMS/email composer is a separate control.
Check Notes for the saved text
Verify the note, author and time. Our example says Jordan prefers Civic EX DEMO-061 and has a Thursday, October 29, 2 PM test drive.
Check Notes for the saved text · Fictional training example Select image to enlarge.
Create actual work separately
A note does not book an appointment, change a task due date or deliver a message. Update the relevant saved record when plans change.

Attach and review documents

Choose Add in Documents
Watch 14:11
Select the supported image or PDF, or drop the file into the section. New files use Other here; this compact section has no upload-as-set or category picker.
Choose Add in Documents · Fictional training example Select image to enlarge.
Wait for a ready document row
An uploading percentage, processing indication or error is not the finished document. Check the filename, uploader and size.
Open the saved file
Select the document row to review it in the viewer. Our Jordan Civic visit sheet is an authored training attachment, not an application-generated appointment confirmation.
Open the saved file · Fictional training example Select image to enlarge.
Download if you need a local copy
Choose Download and check the browser’s download result. Close the viewer to return to the lead. A record attachment is not automatically sent to the customer.
Read the failed row
Watch 15:05
Use Retry when offered. If an existing file could not be finalized, retry that file before selecting another copy.
Read the failed row · Fictional training example Select image to enlarge.
Reopen the record if normal controls have not appeared
Return to All leads and open the same lead. Check for a ready copy before uploading again. A repeated upload can leave another saved copy; compare filenames and open the correct one.
Reopen the record if normal controls have not appeared · Fictional training example Select image to enlarge.

Review the recorded work

Open Activity
Watch 15:59
Choose Activity in the workspace section navigation or scroll to it.
Open Activity · Fictional training example Select image to enlarge.
Choose the relevant event filter
Open Filter activities. The current choices are All, Messages, Notes, Calls, Status, Assignments and Other. Return to All when checking the broader timeline.
Choose the relevant event filter · Fictional training example Select image to enlarge.
Read the visible event details
Compact status rows show the old/new stage, actor and time. They do not display the full closing justification. Read note bodies in Notes rather than assuming every detail is in the compact history.
Read the visible event details · Fictional training example Select image to enlarge.
Reopen the lead for a missing recent event
Return to All leads and reopen the record if its latest change has not appeared. An empty history alone is not proof that nothing happened.
Read the existing conversation
Watch 16:50
Review the message history and confirm SMS or Email plus the recipient before composing. Follow the Inbox guides for sends, templates, AI and sharing.
Read Engagement as recorded activity
First response, Avg reply time, Total touches and Last contact summarize the recorded communication. Our separate example shows 3m, 5m and two touches, with a last inbound SMS.
Read Engagement as recorded activity · Fictional training example Select image to enlarge.
Distinguish No data from zero
No data means there is not enough recorded activity for that indicator. A note, task or booking is not proof of a delivered customer response or agreement to purchase.

Update the real opportunity outcome

Open the current stage
Watch 17:48
Choose its label to see the allowed next choices. Use Attempted after trying to reach the person, or Contacted once contact is established, according to the actual work.
Open the current stage · Fictional training example Select image to enlarge.
Choose and verify the result
Select the accurate stage, then check the saved label and progress. From Contacted, the current menu offers Qualified, Not Qualified or Lost.
Choose and verify the result · Fictional training example Select image to enlarge.

Use the current transition reference

The menu changes with the current stage. It is not an unrestricted editor.

Current stage	Available next choices
New Lead	Attempted, Contacted, Lost
Attempted	Contacted, Lost
Contacted	Qualified, Not Qualified, Lost
Qualified	Demo Scheduled, Lost
Demo Scheduled	Negotiation, Lost
Negotiation	Won, Lost

Book the appointment as an appointment
Watch 18:46
Choosing Demo Scheduled changes a lead label; it does not create calendar work. Use Appointment and verify the saved visit.
Book the appointment as an appointment · Fictional training example Select image to enlarge.
Distinguish Won from the completed sale
Won is a lead outcome. It does not save/sign a bill of sale, approve financing or mark inventory delivered.
Distinguish Won from the completed sale · Fictional training example Select image to enlarge.
Understand terminal outcomes
Won, Lost and Not qualified leave the ordinary working-stage menu. There is no general reverse action for every terminal outcome. Lost has its own authorized Reopen workflow.
Understand terminal outcomes · Fictional training example Select image to enlarge.

Close or reopen a Lost enquiry

Choose Lost from the stage menu
Watch 19:45
Open the current stage and choose Lost when the opportunity has been lost.
Choose Lost from the stage menu · Fictional training example Select image to enlarge.
Enter the reason and justification
Select a lost reason and write 20–2,000 characters explaining the outcome. Our alternative example records Purchased elsewhere and Jordan’s request to close the enquiry.
Enter the reason and justification · Fictional training example Select image to enlarge.
Save and check the Lost record
Confirm the stage, reason and visible closing information. Lost is different from archive, delete and Do not contact.
Save and check the Lost record · Fictional training example Select image to enlarge.
Review future work separately
Check any tasks and appointments that may no longer be appropriate. Closing the opportunity is not proof that every linked item or customer confirmation was cancelled.
Open the Lost record and choose Reopen
Watch 20:37
Use Include closed leads to find it when needed. Read the confirmation: the lead returns to active work, is assigned to you, and the lost reason comes off the working record.
Open the Lost record and choose Reopen · Fictional training example Select image to enlarge.
Confirm, then verify the stage and owner
In the controlled example the saved lead becomes Contacted, assigned to Alex. Previous stage changes remain visible in Activity, but the compact history does not show the full closing justification.
Confirm, then verify the stage and owner · Fictional training example Select image to enlarge.
Set an accurate next action
Review vehicle interests and any existing tasks/appointments. Create or correct the follow-up work the returning customer now needs.
Use the existing active enquiry when reopening is blocked
If the message says this contact already has an active lead, cancel and find that enquiry. Do not create parallel leads to bypass the conflict.
Use the existing active enquiry when reopening is blocked · Fictional training example Select image to enlarge.

Request or review a handover

Search beyond My leads when appropriate
Watch 22:21
Search for the person, then choose Search all leads if the current My leads view excludes them. Check the matching name and owner.
Search beyond My leads when appropriate · Fictional training example Select image to enlarge.
Open Lead actions, then Request assignment
On the intended row, choose Request assignment. In our example Jordan is owned by Alex while Jamie is requesting the lead.
Open Lead actions, then Request assignment · Fictional training example Select image to enlarge.
Add a useful optional note
Enter up to 280 characters explaining the handover. Jamie’s example explains that they met Jordan and will handle the Civic test drive.
Add a useful optional note · Fictional training example Select image to enlarge.
Choose Send request
Request sent for approval confirms submission. The current owner does not change until approval.
Open Assignment requests
Watch 22:21
Look under You asked for in Pending. A pending request is not immediate ownership or permission to open the conversation.
Open Assignment requests · Fictional training example Select image to enlarge.
Check Resolved for the decision
Approved means the handover was accepted; Declined means it was rejected. Voided is no longer actionable. Verify the saved owner after an approval.
Coordinate changes to an existing request
Repeating an existing pending request is not a way to edit its original note. Check its status and speak with the reviewer before starting another enquiry.

Verify the assignment decision

Review Needs your decision
Watch 23:11
In Pending, check the name, current owner, requester and note. Open the note if it is shortened.
Review Needs your decision · Fictional training example Select image to enlarge.
Choose Approve only for the intended handover
Read the confirmation naming the teammate and its access warning. Confirm if the handover is correct.
Choose Approve only for the intended handover · Fictional training example Select image to enlarge.
Verify Approved and the owner
After the success notice, open Resolved. Our example shows Approved; Assigned To on the lead now shows Jamie.
Verify Approved and the owner · Fictional training example Select image to enlarge.
Choose Reject to decline
Reject resolves without the same approval confirmation. In our separate example, Resolved shows Declined and Alex remains the owner.
Choose Reject to decline · Fictional training example Select image to enlarge.

Choose record actions carefully

Use a stage for the opportunity outcome
Watch 24:12
Lost, Won and Not qualified describe the opportunity. They are not archive, deletion or customer contact restrictions.
Respect Do not contact
More → Do not contact blocks customer messaging and the composer displays that messages cannot be sent. Do not clear a contact restriction simply to make Send available; ask the appropriate person to review a correction.
Respect Do not contact · Fictional training example Select image to enlarge.
Choose Archive in More
Watch 24:12
Archive removes the record from the normal list. Keep its link if you may need it; Include closed leads does not reveal archived records.
Choose Archive in More · Fictional training example Select image to enlarge.
Restore from the record page
Open the direct record link with authorized access, then choose More → Unarchive. The current All leads list has no archive browser. Ask an authorized colleague for the record link if needed.
Restore from the record page · Fictional training example Select image to enlarge.
Read the Delete warning
Watch 24:12
More → Delete opens a confirmation that the opportunity will be permanently removed from the contact and cannot be undone. Verify the person and reason before any confirmation.
Read the Delete warning · Fictional training example Select image to enlarge.
Cancel if deletion is not intended
Our example cancels and keeps the record. Use a closing stage for an outcome, or archive for organization, when those match the task.

Reach the needed controls on a phone

Open navigation
Watch 28:43
When navigation is hidden, open the menu, expand Leads and choose All leads.
Open navigation · Fictional training example Select image to enlarge.
Apply list filters
Choose Open filters, change the conditions, then choose Apply with the changed-condition count. For example, enable Include closed leads and apply to bring Lost records into the results.
Apply list filters · Fictional training example Select image to enlarge.
Choose the panel for your task
After opening the lead, choose Chat, Work or Details. Use Work for the vehicle, tasks, notes, documents and history; Details contains owner, source, priority and engagement.
Choose the panel for your task · Fictional training example Select image to enlarge.

Check the finished record

Verify the complete example
Watch 30:29
Jordan’s Contacted lead is assigned to Alex, High priority, source Walk In. Civic EX DEMO-061 is the only interest at $24,900. The staff follow-up is Completed; the Thursday, October 29, 2 PM test drive remains scheduled for 45 minutes. Next points to that appointment, the note agrees, and the training document remains available.
Verify the complete example · Fictional training example Select image to enlarge.
Continue with the focused task you need
Use the related guides for filtering, recovery, bulk changes, Inbox messages, detailed task work, customer appointment changes or the bill of sale. Written instructions remain usable without the video.

Expected result

The lead identifies the correct person, owner and primary vehicle, retains useful context, and shows an accurate saved next commitment.

If something isn’t right

The guide shows a control you don't have

Confirm the current dealership, relevant permission and record scope with someone who manages staff access.

A result is uncertain

Check the saved record, file or request before repeating the action. Use the focused recovery guide for the specific failure.

The workflow continues into a deal

Use Deal to begin the retail bill-of-sale workflow, then follow the complete Bill of Sale guide. A lead stage does not finish or approve a sale.

Find a lead
Find the existing enquiry, check its owner and open the correct record before creating another lead.
Create a lead
Record a new enquiry with contact information, a clear owner, priority and source.
Add or change a lead’s vehicle interests
Keep the vehicles a customer is considering on the lead and identify the primary interest.
Create follow-up work from a lead
Give the enquiry an owned task or a saved customer appointment, then verify the next commitment.
Change a lead’s stage
Record the enquiry’s actual progress and understand what a stage change does and does not complete.
Review the Lost-lead recovery queue
Review recently Lost opportunities and choose deliberately between Reopen and Dismiss.
Review lead assignment requests
Approve or decline a handover and verify the resulting request status and owner.
Update several leads
Apply a common change with the correct selection scope and verify partial results before retrying.

Use Leads from start to finish

Before you start

Watch the walkthrough

Find the existing enquiry

Open All leads

Search and verify the match

Search beyond My leads when necessary

Request access through a handover

Create the enquiry when needed

Open Create Lead

Enter the name and a contact method

Check spelling and duplicates

Choose who will work the enquiry

Set Priority and Lead Source

Review, then choose Create

Give the lead a next action

Check identity, ownership and priority

Confirm the name and contact method

Open the contact for contact corrections

Choose Assigned To

Choose Lead Source

Choose Priority

Verify the saved value

Record the vehicle interest

Choose Add in Vehicles

Check the stock and price, then select the match

Keep alternatives on the same lead

Choose Set as primary on the other interest

Use Undo promptly after a mistake

Remove an unwanted interest

Save the actual next action

Choose the appropriate work type

Enter a specific task and due time

Review the saved task

Use Reminder for a timed reminder

Choose Appointment and review the linked person

Check reminders and preparation work before saving

Verify the saved booking

Check the confirmation details

Understand the appointment link

Mark the follow-up task complete

Check Tasks and Next

Keep useful team context

Use the note composer

Add the note

Check Notes for the saved text

Create actual work separately

Attach and review documents

Choose Add in Documents

Wait for a ready document row

Open the saved file

Download if you need a local copy

Read the failed row

Reopen the record if normal controls have not appeared

Review the recorded work

Open Activity

Choose the relevant event filter

Read the visible event details

Reopen the lead for a missing recent event

Read the existing conversation

Read Engagement as recorded activity

Distinguish No data from zero

Update the real opportunity outcome

Open the current stage

Choose and verify the result

Use the current transition reference

Book the appointment as an appointment

Distinguish Won from the completed sale

Understand terminal outcomes

Close or reopen a Lost enquiry

Choose Lost from the stage menu

Enter the reason and justification

Save and check the Lost record

Review future work separately

Open the Lost record and choose Reopen

Confirm, then verify the stage and owner

Set an accurate next action

Use the existing active enquiry when reopening is blocked

Request or review a handover

Search beyond My leads when appropriate