Managing Leads in 8020CRM: A Guide for Intake and Conversion

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Overview

Lead management in 8020CRM helps your team capture, qualify, and convert leads efficiently using structured workflows and automation. This guide walks through how to handle new leads, use built-in tools like Pillars and the Activity Composer, and move records through to conversion.

Before You Begin

You must have access to the Leads object and relevant permission sets (e.g., Lead Manager) in 8020CRM. If features like appointment scheduling, field visibility, or conversion are missing, contact your System Admin.

Why It Matters

8020CRM is designed for fast-paced lead workflows and high-volume data handling. Mastering this process helps you:

• Respond quickly to new leads

• Track communication and progress accurately

• Trigger automations at key milestones

• Keep your sales funnel clean and active

Step 1: Capture and Assign New Leads

Options for Lead Entry:

• Manual Entry: Click New from the Leads List View. After choosing the record type, fill out the required fields.

• Automated Campaigns: Leads from PPC, landing pages, PPL, or skip tracing enter the system automatically via campaign integrations

All incoming leads should enter with a default status (e.g., “New” or “Prospect”) based on source mapping or campaign rules.

🎥Watch step-by-step video: Create a New Lead

Step 2: Understand Lead Statuses

Lead statuses in 8020CRM are mapped to trigger automations and follow-up actions. Standard statuses include:

Status	Meaning
New	Recently created or qualified; needs follow-up
Attempted	Contact attempts made but no engagement
Contacted	First response received
Working	Lead is actively being qualified
Nurturing	Still responsive but not ready to convert
Needs Reschedule	Missed or canceled appointment
Appointment Set	Scheduled for call or meeting
Converted	Qualified and ready to create an Opportunity
Unqualified	No longer viable
Long Term Nurture	On a drip campaign; future potential
Prospect	Not yet worked; early marketing stage

| Use these statuses to move leads through the funnel consistently.

Step 3: Use RAIN to Review and Enhance the Lead

Before updating fields or logging activity, open RAIN to get a quick overview of the lead.

In the RAIN Inbox, you can:

• See the lead’s AI score, their need (e.g., sell a home), lead source, status, lead owner, and speed-to-lead metrics (i.e., response time)

• Create tasks, add notes, or open the full lead record

• Call, text, or email the lead - or ask RAIN to write a message for you

  
  

  |These options are only available if the lead has a Phone, Mobile, or Email. RAIN will only show actions based on available data.  (For example, if your lead has a mobile number but no email, you'll only see options to call or text.)

Use RAIN AI Insights to:

• Get field suggestions based on past messages, comments and notes

• Click ✓ to accept and apply a suggestion, or click the X to skip it - no need to fill it in manually

Use RAIN Chat to:

• Summarize the lead's history

• View your tasks for the day

• Ask questions, just like you would with a chatbot

| Using RAIN first helps you focus, save time, and complete the Pillars faster.

🎥Watch step-by-step video: Using RAIN - Your AI Assistant

Step 4: Work the Lead Using the Activity Composer

From the lead record, use the Activity Composer to manage all communication and follow-ups in one place. The Composer is located just below the lead details and is connected to the Activity Timeline.

You can:

• Log calls, send SMS, or write emails

• Create tasks, events, or notes

• Upload files or add internal comments

• Interact with RAIN, your AI assistant

• Track appointment confirmations or cancellations

🎥Watch step-by-step video: Using the Activity Composer

Actions appear directly in the Activity Timeline below, creating a complete, chronological history of engagement.

🎥Watch step-by-step video: Using the Activity Timeline

Step 5: Review Lead Pillars

The Pillars section organizes key fields into logical groups. The first group, also your starting point, is always labeled “Pillars” and contains the minimum required fields for qualification and conversion. The Pillar Score in 8020CRM helps assess lead quality based on the completeness and strength of the information entered.

• After you fill the "Pillars" section, click the roadmap icon to highlight the most critical fields outside of the "Pillars".

• Review fields such as:

  • Contact info (e.g., First Name, Email, Mobile, Phone)

  • Property details (e.g., Bedrooms, Bathrooms, Living Area, Property Condition)

  • Motivation (e.g., Reason for Selling, Time Frame, Competition)

  • Financials (e.g., Asking Price, CMA/AVM, Mortgage Balance)

    
    

| Fill out these fields before scheduling an appointment with the Acquisition Manager or converting the lead.

🎥Watch step-by-step video: Navigating the Lead Pillars

Step 6: Schedule Appointments For Other Teams

Appointments can be added directly from the lead record:

1. Click Event

2. Set subject, assigned to (e.g., acquisition or disposition agent) and purpose or function (e.g., acquisition or disposition)

3. Set date, time, reminders, and confirm the location

4. Add attendees (e.g., buyer or seller)

5. Save

🎥Watch step-by-step video: Schedule and Manage Appointments

8020CRM will automatically:

• Update the appointment status in the Opportunity to Scheduled after conversion

• Track cancellations and update status to Needs Rescheduled, Needs Follow-Up, or Complete, based on the Appointment Outcome

• Show upcoming appointments on dashboards and reporting views

Step 7: Convert the Lead

Once a lead is qualified:

1. Click Convert on the Lead

8020CRM will automatically create:

• An Opportunity

• A linked Contact

• A related Account (or match to an existing one)

The lead's information will transfer into the Opportunity, including the event(s) created in Step 5.

| Record type and status mapping may influence additional automation (e.g., assigning teams, setting opportunity stage, task creation).

🎥Watch step-by-step video: Convert the Lead

Step 8: Review Dashboards and Reports

Use the lead management dashboards to track progress, follow-ups, and team activity. Each component gives you a different view of how leads are moving through your pipeline.

Dashboard Component Examples:

• New Leads - See how many new leads are assigned by user or source

• Uncontacted Leads - Identify leads that haven't been contacted, yet

• Lead Outbound Activities - Track follow-up activity (calls, emails, etc.)

• Appointments Set - View the number of appointments scheduled

• Leads Converted - Track how many leads have turned into opportunities

• Lead Time to Contact - Measure how quickly your team reaches out to new leads

• Today’s Open & Overdue Lead Tasks - See all follow-ups that are due or overdue

| Use filters to narrow by user, lead source, or date range. These reports help your team stay on track and identify areas that need attention.

Best Practices

• Use Global Search to avoid duplicate leads

• Keep statuses updated - they trigger critical workflows

• Fill out Pillars before scheduling or converting

• Log all communication in the Activity Composer

• Use lead dashboards to monitor speed and volume

Learn More

If you'd like to go deeper on lead intake and workflows in 8020CRM, check out our video Managing Leads in 8020CRM or reach out to your Success Manager for personalized guidance.

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