Leads
A pipeline of inquiries that haven't yet become bookings — from public form, WhatsApp share, or walk-in.
What a lead is
A lead is someone who has shown interest in boarding but doesn't yet have a confirmed booking. Leads are your pre-booking pipeline: people you're still talking to, qualifying, or chasing. Every lead lives at /leads and is scoped to the active facility. The goal is simple — move each one to a Converted booking or mark it Lost so the list stays clean.
Where leads come from
Leads land in the list from four sources. The public inquiry form (at /f/<facility-slug>/inquiry) is the main one — you share its link on WhatsApp, Instagram, or your Google profile and parents fill it out themselves. Walk-ins are added by staff using the 'Add Lead' button when someone drops by without filling the form. The form can also be reached via QR code or direct link. Each lead records its source — WhatsApp, Website, Referral, QR Code, Direct, Walk-in — so you can see which channel is working.
The pipeline — stages, owners and quotes
Leads open on a pipeline: one column per stage, each with its count and the total you have quoted. New means nobody has touched it yet. Contacted means someone has reached out. Interested means they want to book and you are working out details. Visit booked means they are coming to see the place. Quoted means they have a price and are deciding. Not now parks a lead until the date you pick, when it comes back on the follow-up list. Converted means a booking was created from the lead; Lost needs a reason (price, no availability, no response and so on). The strip above the board shows the total quoted and a likely figure, where each quote is weighted by how often leads at that stage book. Switch to List for a table with tabs per stage, and filter either view by owner, channel, campaign, overdue follow-ups, or dates asked about in the next 14 days.
Working a lead
Tap any row to open the lead detail sheet. You'll see everything captured from the form — parent name, phone, email, dog details (name, breed, size, age), the parent's message, and the source. From here you move it to another stage, give it an owner (whoever takes a walk-in, or first follows up a web lead, gets it automatically), mark it hot, record the price you quoted and the dates they asked about, jot internal notes after a call, and reach the parent in one tap via call, WhatsApp, or email. The 'Convert to Parent' button at the bottom is how you turn a lead into a real booking.
Calls to make — the daily follow-up
Today's 'Calls to make' lists overdue follow-ups first, then those due today, then new enquiries nobody has reached yet (listed the same day, because a fast first reply wins bookings), then leads with no date. Hot leads go to the top of each group. Tap a lead to open its card. Call and WhatsApp open your phone and are logged as a contact on their own, so there's nothing to type. WhatsApp fills in a message that fits the lead's stage; the arrow beside it picks another. Then tap what happened: No answer, Interested, Visit booked, Quote sent, Booked, Lost or Not now. Each one moves the stage and asks when to follow up with one tap (Tomorrow, 3 days, Next week, or Pick). Quote sent asks for the amount first and suggests one from your nightly rates and the dates asked about. Not now offers 1 month, 3 months or Before Diwali. Booked opens Convert. The same card is at the top of the lead sheet on the Leads page. Calling and replying within the hour count as one contact.
Who gets a new enquiry
Settings → Leads → New enquiries decides who owns enquiries from your form and campaign pages. Pick nobody and a new enquiry is on everyone's Today until someone calls or messages, and they take it. Pick one person and every enquiry goes to them. Pick several and they take turns: each enquiry goes to whoever was handed a lead longest ago, counting walk-ins they added. The owner gets a notification on their phone (turn notifications on from Today), and if nobody has replied after 30 minutes they're reminded; you can make that 15 minutes, an hour, or off. With business hours set in Settings → Schedule, only open time counts, so a 10pm enquiry reminds them the next morning. To pass a lead on, open its card and tap someone's face; they get a notification too. 'Mine' at the top of Calls to make shows only your leads and unowned ones. The lead sheet shows how soon someone first got in touch, the number that matters most for winning an enquiry.
Returning customers
When an enquiry comes in from a number that's already one of your clients, BOS links it to them instead of treating it as a stranger. The lead shows 'Returning · 3 stays' on Today and in the leads list, and its card opens with 'This is Aarti · 3 past stays', which takes you to their profile. In Add Lead, type the phone number first: a known number shows whose it is, with 'Use their details' to fill in their name, email and dogs, and a number that already has an open enquiry offers to open that one instead of adding a second. The same happens on its own when someone enquires again on your enquiry form while their first enquiry is still open: it's added to that lead instead of starting a new one. Their new message appears under the old one as 'Enquired again 27 Sep · via WhatsApp', the lead comes up on Today as due now, and its owner gets a push. If they book online instead, the booking closes their open enquiry as booked. The enquiry is still counted, as a repeat enquiry, so the funnel stays honest; split the funnel by 'New or returning' to see the two apart. If a returning client books within 90 days of their enquiry it counts as booked even when the booking was made straight on their profile, and the campaign report leaves them out of cost per customer, because nobody new was won.
The sales funnel
Analytics → Sales (or the Funnel button on Leads) shows how the enquiries from the last 30 days, 90 days or 12 months moved: Contacted, Interested, Visit booked, Quoted and Booked, with the share that made each step and the step where the most drop out. Each enquiry counts at the furthest step it reached, even if it was lost afterwards, so a phone quote without a visit still counts at Visit booked. Booked means a confirmed booking within 90 days of the enquiry, the same as the campaign report. Split it by channel, campaign, owner, month, or new vs returning clients to see where enquiries convert and where they stall. Reply time covers enquiries from your forms and links, counted in open hours when business hours are set, and compares how often fast and slow replies booked. Why leads were lost ranks the reasons by how often they come up or by how much was quoted, with No availability shown on its own: that's demand you had no room for. Anyone who can see leads can open it; it shows no revenue.
WhatsApp messages
Settings → Leads has the four messages the WhatsApp button fills in: First reply (new enquiries), Follow-up, Visit (once a visit is booked) and Quote (after you've shared a price). Use {name}, {dog}, {facility}, {dates} and {quote} and they're filled in from the lead, with a sensible fallback when the lead hasn't told you yet. Staff see the message in WhatsApp and can change it before sending. Nothing is sent automatically.
Converting a lead to a booking
Converting is the main event. You have two paths. From the lead detail, the 'Convert to Parent' button creates the parent record and the dog from the lead's details — once that's done, you can book the stay against the new parent. Alternatively, from the Onboarding wizard a phone lookup will surface any matching lead automatically, and picking 'From lead' does the same thing in a single flow. Either way, once a booking is created the lead moves to Converted and keeps a link back to the parent record, so you can see which leads actually turned into revenue.
Sharing the inquiry form
The 'Share Form' button in the top-right opens a small menu with two options: 'Share via WhatsApp' builds a pre-composed message with your facility's inquiry form link, ready to send to a prospect; 'Copy Form Link' copies the URL to your clipboard so you can drop it into Instagram bio, Google Business profile, or a flyer. The 'Form Settings' button takes you to Settings → Leads where you can customise the form — toggle fields on and off, add custom questions (e.g. 'Has your dog boarded before?'), and edit the thank-you message parents see after submitting. The same tab has the WhatsApp messages used when you follow up.
Leads vs. Bookings vs. Intake reviews
These three are easy to confuse. Leads are pre-booking — an interest, not a commitment, no kennel reserved. Bookings are confirmed stays with dates, a kennel, and a price. Intake reviews are a different queue entirely — they're for parents who already have a booking in 'pending approval' and need KYC or intake form sign-off before the stay is confirmed. Rule of thumb: if there's no booking yet, it's a lead. If there's a booking waiting on documents, it's an intake review.