Lead Management

Score, manage, and track leads

Lead Management

Every customer who contacts you is a lead. Leads are the lifeblood of your business, and JackAI Nexus helps you track, score, qualify, and convert them efficiently. This section covers how to manage leads from first contact through conversion.

What Is a Lead?

A lead is a potential customer. In JackAI Nexus, a lead is automatically created the moment a customer sends their first message on any channel (WhatsApp, Messenger, Instagram, or Web Chat).

Key facts about leads:

One lead can have multiple conversations across different channels (omni-channel)
Leads are automatically merged when the same person contacts you from different platforms (deduplication)
Each lead has a profile with contact info, score, status, and notes
Leads can be assigned to agents for follow-up
AI automatically scores and qualifies leads based on their messages

Understanding the Lead Profile

Click on any conversation to see the associated lead's profile. The profile displays:

Basic Information

Name: Customer's name
Email: Email address (if provided)
Phone: Phone number (normalized and de-duplicated)
Status: Current lead status (New, Interested, Follow Up, etc.)
Score: AI-generated score from 0–100

Lead Score (0–100)

The lead score reflects the customer's likelihood to convert. Higher scores = higher purchase intent.

0–20: Very low engagement or negative signals
21–40: Shows mild interest but not actively considering
41–60: Moderate interest, asking detailed questions
61–80: High interest, comparing options, asking about pricing
81–100: Very high intent, ready to buy, asking for next steps

How scores are calculated:

Message frequency and engagement
Keywords indicating intent ("pricing," "discount," "timeline," "how much?")
Conversational patterns (questions vs. statements)
Response to AI's suggestions

Scores update automatically after each customer message.

Interests & AI Summary

The AI automatically extracts interests from the conversation:

Products or services the customer mentioned
Features they're curious about
Problems they're trying to solve
Objections they've raised (price sensitivity, feature requirements, etc.)

This summary helps you quickly understand what the customer cares about.

Custom Fields

Your organization may have custom fields to track additional lead information:

Company name
Budget range
Industry
Source (where they found you)
Product interest (specific SKU or service)
Decision timeline

These fields are configured by your admin in organization settings and appear on the lead profile.

Lead Statuses and Actions

Lead statuses track where a lead is in your sales funnel. Your organization can customize statuses, but common defaults are:

Default Statuses

New — Fresh lead, first message received, no clear intent yet

Action: None (no automatic action)
AI continues responding
Status of all newly created leads

Interested — Customer has explicitly shown interest in your product, pricing, or features

Action: Notify agent (agent receives notification)
AI continues responding
AI sets this status when it detects buying signals

Scouting — Customer is comparing options, asking detailed technical questions

Action: Notify agent (agent should prepare a personalized pitch)
AI may pause and suggest escalation
Long conversation with multiple follow-up questions

Follow Up — Lead requires immediate human attention (confused, upset, or ready to buy)

Action: Notify agent or Auto-assign (lead assigned to next available agent)
AI pauses automatically
Agent must reply

Not Interested — Customer explicitly declined or is not a fit

Action: None · AI Behavior: Pause Permanently
Terminal — counted as closed in stats
Lead remains visible for future reference

Converted — Customer purchased or signed up

Action: None · AI Behavior: Continue
Terminal — counted as closed in stats
AI stays available for post-sale support; lead moved to CRM or marked as won

Custom Statuses

Your organization can create custom statuses with unique colors, descriptions, and behaviors. Admins define statuses in Settings → Lead Statuses.

Each status has three independent settings that can be combined freely:

Action — what happens on the human side:
- None — no automatic action.
- Auto-assign — the lead is automatically assigned (round-robin) to the next available agent, who receives a notification.
- Notify assigned agent — the lead's currently assigned agent gets an in-app + push notification. Skipped for terminal statuses and when the status didn't actually change.
AI Behavior — what the AI assistant does going forward:
- Continue responding — AI keeps replying normally.
- Pause temporarily (auto-resume) — AI is paused and resumes on its own after the configured window (default 60 min). Use for hot leads that need a human to take over quickly.
- Pause permanently (manual resume) — AI is paused indefinitely; a human must re-enable it. Use for opt-outs or when a human should own the relationship from here on.
Terminal — analytics flag only. Marks the lead as closed in dashboard stats and skips AI summary generation. Does not stop AI replies on its own — use AI Behavior for that.

When setting up a custom status, also define:

Name: Display name (e.g., "Negotiation," "Trial User")
Color: Visual indicator for quick scanning
Description: How AI should recognize this status based on conversation content

Example custom statuses:

Name	Action	AI Behavior	Terminal	Why
Demo Scheduled	Auto-assign	Continue	No	Hand off to the demo team but let AI keep answering prep questions.
Hot — Ready to Buy	Notify agent	Pause temporarily	No	Alert the agent and give them 60 min; AI resumes if no human reply.
Unsubscribed	None	Pause permanently	Yes	Respect the opt-out — no more automated messages.

Lead Scoring: How AI Qualifies Leads

JackAI Nexus uses AI to automatically analyze conversations and assign a score to each lead. This happens in real-time without manual intervention.

What Drives the Score?

The AI considers:

Engagement frequency: How actively is the customer messaging?
Intent keywords: Words like "pricing," "discount," "when can you," "how much," "need this by"
Question depth: Generic questions ("Tell me about your product") vs. specific questions ("Do you support OAuth integration?")
Emotional signals: Enthusiasm, urgency, frustration, skepticism
Response patterns: Is the customer getting more engaged or less?

Why Lead Scoring Matters

Lead scores help your team prioritize:

High-score leads (80+): May be ready to buy. Assign to your best closer.
Mid-score leads (40–80): Show interest. Send them detailed information or schedule a call.
Low-score leads (0–40): Early interest only. Let AI nurture them. Monitor for score changes.

You can filter leads by score range to focus on your hottest prospects.

Assigning Leads to Agents

Leads can be assigned manually or automatically, depending on your configuration.

Manual Assignment

Open a lead (click on any conversation)
Click "Assign" in the lead profile
Select an agent from the dropdown
Save

The selected agent is now responsible for following up.

Automatic Assignment

When a lead's status changes to a status with "Auto-assign" action, Nexus automatically assigns the lead to the next available agent. Availability is based on:

Agent is logged in
Agent has capacity (not overloaded with leads)
Agent's role allows lead assignment

To enable auto-assign: Admins configure this in Settings → Lead Statuses when defining each status.

Bulk Assignment

If you need to assign multiple leads at once:

Go to Leads
Check the boxes next to leads you want to assign
Click "Bulk Assign" at the top
Select the agent you want to assign them all to
Confirm

Useful for seasonal reassignments or onboarding new team members.

Lead Notes and Annotations

Agents can add notes to leads to track observations, decisions, and next steps.

Adding a Note

Open a lead
Click "Add Note" in the lead profile
Choose a category:
- General: Misc observation
- Qualification: Facts that help assess fit (company size, budget, timeline)
- Follow-up: What needs to happen next
- Objection: Customer concerns or hesitations
- Positive Signal: Reasons to be optimistic about the deal
Type your note
Save

Notes are timestamped and show who wrote them. This creates a paper trail for hand-offs between team members.

Example notes:

Objection: "Price-sensitive. Wants 20% discount."
Follow-up: "Customer traveling next week. Call back March 30."
Positive Signal: "Decision maker confirmed. Budget approved."

Phone Numbers and Cross-Channel Lead Merging

JackAI Nexus automatically merges leads from different channels if they have the same phone number. This automatic deduplication is powerful for cross-channel support.

How It Works

Customer contacts you on Messenger with email and phone: 966501234567
Nexus creates Lead A on Messenger
Same customer messages you on WhatsApp and provides phone: 966501234567
Nexus detects the matching phone number
Lead A is updated to include the WhatsApp conversation
Both conversations now belong to the same lead

Phone Number Format

You can enter phone numbers in any format (with +, spaces, dashes, or country codes). Nexus automatically converts them to a standard format behind the scenes. This ensures the same customer isn't created twice when they contact you from different channels.

When a customer provides a phone via Messenger, Instagram, or Webchat (channels that don't natively capture it), the AI uses phone collection — it tactfully asks for the phone number, then merges the lead if needed.

Benefit: You see the customer's full journey across all platforms under one lead profile.

Custom Fields on Leads

Your organization may have custom fields to track additional data on leads. These are configured by admins in Settings → Custom Fields.

Example custom fields:

Company name
Industry
Budget range (0–5k, 5–10k, 10k+)
Decision timeline (ASAP, 1 month, 3 months, 6 months+)
Source (organic search, ads, referral, inbound, etc.)
Product interest (specific product name or category)

When you open a lead profile, scroll down to see and edit custom fields. Updates are saved automatically.

Why Custom Fields?

Custom fields help you track information specific to your business. For example, a real estate agency might add "Property Budget" and "Preferred Location." A university might add "Program of Interest" and "Start Date." These fields appear on every lead's profile and can be used to filter and sort your leads. Note: Custom fields help you organize information but don't automatically affect AI lead scoring.

Filtering and Searching Leads

The Leads section lets you find leads quickly using filters and search.

Filters

Status: Show leads by their current status
Score Range: Find high-value leads (80+) or nurture low-engagement leads
Assigned Agent: Show leads assigned to a specific person
Date Range: Leads created or contacted in a time period
Channel/Platform: Leads from specific channels (WhatsApp, Messenger, etc.)

Search

Search by:

Customer name
Email address
Phone number
Company name (if custom field exists)

Combine filters and search to build custom views, e.g., "All high-scoring leads from WhatsApp that are not yet assigned."

Exporting Leads

Export your lead data to CSV for reporting, analysis, or importing into external CRM tools.

How to Export

Go to Leads
Apply filters if you want to export a subset (e.g., "Status = Interested")
Click "Export" at the top
Choose export format: CSV
Download the file

What's Included in the Export

Name, email, phone
Lead score
Lead status
Assigned agent
Created date
Last contacted date
Custom fields (if any)

Use exports for:

Sales reporting
CRM sync (import into Salesforce, HubSpot, etc.)
Lead list segmentation
Backup and archival

Lead Lifecycle: From First Contact to Conversion

Here's a typical lead journey in JackAI Nexus:

Day 1: Customer messages you on WhatsApp with a question. Lead created with Status = "New," Score = 30.
Day 1 (30 min later): AI responds with helpful information. Customer asks 3 follow-up questions. Score jumps to 65.
Day 1 (2 hours later): Customer asks "How much does the enterprise plan cost?" AI responds. Status changes to "Interested." Agent is notified.
Day 2: Agent takes over, replies with detailed pricing and a personalized proposal. AI pauses.
Day 3: Customer replies asking about payment terms. Lead score is now 82. Agent discusses payment options.
Day 4: Customer says "I'm ready to sign up." Status changes to "Converted." Conversation closes. Lead exported to CRM.

Throughout this journey, all notes, messages, and score changes are logged automatically.

Common Lead Management Scenarios

Scenario 1: Nurturing a Low-Score Lead

Lead score is 25, status is "New"
Let AI continue responding to build rapport
Monitor for score changes
Once score reaches 50+, agent reviews and considers outreach

Scenario 2: Hot Lead Needs Immediate Attention

Lead score is 95, asking about contract timeline
AI detects urgency and sets status to "Follow Up"
Lead auto-assigns to closest available agent
Agent contacts within 1 hour
Conversion likely

Scenario 3: Lead is Bouncing Between Channels

Customer messages on Messenger Monday
Messages on WhatsApp Tuesday (phone collected)
Nexus merges into same lead
Unified view shows both conversations
You can follow up on customer's preferred channel

Scenario 4: Bulk Reassignment

Sarah (agent) is leaving the company
You have 15 leads assigned to her
Use "Bulk Assign" to move all 15 to Mike
Mike now owns all of Sarah's leads

Best Practices for Lead Management

Review leads daily: Filter for high-score leads and follow up promptly
Use notes: Document every interaction so teammates can step in if needed
Set appropriate auto-resume timers: Let AI nurture leads, but have agents take over high-value ones
Keep knowledge base updated: Better knowledge base = better lead scores
Customize statuses: Match your sales process (e.g., "Trial Active," "Awaiting Signature")
Leverage custom fields: Track what matters to your business (budget, timeline, product interest)
Monitor score trends: If many leads stay below 50, your AI may need a stronger system prompt or richer knowledge base
Use exports: Regular export analysis helps you understand which channels and sources bring the best leads

Next Steps

Managing Conversations — How to reply and escalate conversations
AI Assistants & Knowledge Base — Train your AI to score and qualify better
Settings — Customize lead statuses, fields, and organization-wide defaults

Conversations

Team Management