Work with leads¶

Every new person in Ohanvi starts as a lead. You call first, then choose In or Out. A person who is In becomes a contact and gets a deal. When they buy, you mark them converted and their customer phases start.

Before you start¶

You can see CRM in the left rail with Leads in its panel. If not, ask your admin to give your role access to CRM leads. See the Settings overview.
Optional: your phases are set up. Phase 1 is ready for everyone. See Build lead phases and steps.
Optional: your WhatsApp number is connected and your templates are approved, for steps that send by themselves. Nothing sends by itself until an admin picks a template on the step.
Optional: the Ohanvi app is on your phone, if you want calls placed from your computer to ring there.

How a lead moves¶

A person arrives as a lead.
The first step is always a call: First call.
After the call you choose In (our customer) or Out (not our customer).
In makes the person a contact and opens a deal. Any steps your admin added to Phase 1 then run.
Mark converted completes Phase 1, moves the deal to Won and starts Phase 2 today.
Lost: not interested ends the plan and moves the deal to Lost, with a reason.

Steps¶

Add or bring in leads¶

Leads arrive from these places:

Add lead on the Leads screen.
Import on the Leads screen. See Import leads and deals.
A person who messages your WhatsApp number for the first time, when no contact or lead exists for that number. It shows as a WhatsApp lead until you know the name.
A shopper who abandons a checkout in a connected Shopify or WooCommerce store.
A person who fills in one of your forms.
Leads from ads. [VERIFY: whether ad leads start in this flow]

The first time anyone opens Leads, the open leads you already have are added to the plan. Completed, lost and unqualified leads are not added, and contacts are not added.

Before a lead is created, Ohanvi checks the phone number, then the email. If the person is already a contact, no lead is created. A note is added to that contact and its owner is told.

To add a lead by hand:

Open CRM in the left rail, then select Leads.
Click Add lead at the top right. The Add Lead form opens.
Type the First Name. It is the only required field.
Fill in what you know: Last Name, Company, Email, Phone, Lead Source and Rating.
Click Submit. The message Lead created appears. The new lead shows under Just arrived.

A person you add in Contacts is added as a contact and their follow-ups start. An import into Contacts adds contacts and starts no follow-ups. See Manage contacts and Import and sync contacts. WhatsApp and Email marketing contact adds are not affected.

Import only people who agreed to WhatsApp messages

A contact added by a team member, or created by In, counts as opted in for automatic WhatsApp. A lead with no contact is never messaged on WhatsApp. Import only people who agreed to hear from you on WhatsApp.

Read the Leads screen¶

Open CRM in the left rail, then select Leads.

[SCREENSHOT: the Leads screen with the Leads and Phases tabs, the filter tabs, Just arrived, two lead rows with their phase tracks and the detail pane]
Use the two tabs at the top: Leads and Phases. This guide covers Leads. See Build lead phases and steps for Phases.
Use the tabs above the list. Each tab shows its count, for example Due today (3):
- Due today — leads with a call or message due today.
- All active — every lead still being followed.
- Contacts — leads you chose In for.
- Converted — leads that became customers.
- Lost — leads that said they are not interested.
- Ignored — leads you chose Out for.
Click All sources to show one source only. Type in Search leads to find a person.
Click Import or Export at the right of the toolbar.
Read the Just arrived strip at the top. It lists leads nobody has called yet. Click Call now on a row to place the call and open that lead.
Click a lead in the list. Its details open on the right. On a phone-sized window, the lead opens full width. Click Back to leads to return.
When the list is long, the line Showing N of M and the button Load more bring in the next leads.

Each row shows the name, the source and the owner. A coloured pill at the right says where the lead stands:

Pill	What it means
Due today	A step is due today.
Overdue	A step is late.
Next with a day	The next step is on that day.
Waiting	No step is due yet.
Waiting for you	A contact with no steps left. Mark converted when the deal is done, or Lost. The plan stays on until you do.
Paused	The plan is paused. Nothing is sent.
Replied, your turn	The lead wrote to you. The plan has stopped.
All steps used	Every step ran and the lead has not converted.
Converted, Lost, Ignored, Stopped	The lead is closed.
Nurture	The lead is in the Nurture state. It is not closed and not Lost. Nothing is sent to it.

Under the name you also see Lead or Contact, and a score of Hot, Warm or Cooling. No WhatsApp consent shows when the lead never agreed to WhatsApp messages.

Read the phase track¶

Each row carries a track that shows the whole journey on one line.

Read the track from the left. Came from shows the source and the day the lead arrived.
Completed phases show as green dots with the day they finished, for example Done 28 Oct.
The current phase shows one dot per step. Under each dot you see when it is due, or what happened. That reads Done, No answer, Sent automatically, Cancelled, Paused or a late count such as 2d late.
A line under a dot tells you how the step runs. Reminder is a call or task. Sends by itself is an automatic message. Email instead means WhatsApp is blocked. Set by you is a call time you chose.
A trophy on a dot means finishing that step counts as the deal won.
Dashed dots at the right are the phases still to come, with the day they start.
Point at the active step. A small card opens with the actions for that step. It also opens when you tab to the dot or tap it.

The detail pane shows the same plan as a list. It also shows Came from, Details, Owner, Added, WhatsApp and Best time to call, a Next best action card and, once a deal exists, a chip such as Deal · Proposal · ₹25,000.

Make the first call¶

The first step of Phase 1 is always a call. It is the same for everyone and you cannot remove it.

Open the lead. The Next best action card says when to call, for example Call around 11:00, and why.
Click the call icon beside the call step in the detail pane, or Call now on the Just arrived strip.
On a computer, the call goes to your phone. The message Calling from your phone appears, and your phone dials. If the app is closed, you see Open the Ohanvi app on your phone first. The icon is named Call on Mobile.
On a phone, Ohanvi dials directly.
On a phone, when you return to the app it asks How did the call with … go? Choose Picked up or No answer, add a Note (optional) and click Save. The message Call saved. appears. The call is saved on the lead. Click Skip to save nothing.
Choose In or Out. The lead stays on the first step until you do.

If your role cannot see the number, you get Your role cannot see this number, so the call cannot be placed.

Ohanvi picks the call time for you. See How the call time is chosen.

Call again¶

Use Call again when the person asks you to ring later. It is on any call step.

Click the calendar-clock icon beside the call step in the detail pane, or Call again in the step's card on the track. The window Call … again opens.
Pick the Day and the Time. Times are in your account's time zone.
Optional: type a Note (optional).
Click Remind me then. The message We will remind you on … appears.

The step now shows Set by you with a pin. Ohanvi never moves a time you set, and you are reminded at that moment. The time must be at least a minute ahead and within 365 days. Otherwise the window says Pick a time in the future. or Pick a day within the next 365 days. The same request twice makes no second change. A remark Call again on … is added to the lead.

For tomorrow at the same time, use Did not pick up: call again tomorrow instead.

Decide after the first call¶

Point at the first step's dot, or use the buttons under Decide after the first call in the detail pane. Two words decide the lead:

In — our kind of customer. Ohanvi creates the contact, or links the one you already have. The first step is marked done and the lead is Qualified. A deal opens. The message In. Made a contact. appears.
Out — not our customer. The window Ignore …? asks you to confirm. Click Ignore. No contact is created, no deal opens and no step runs. The lead moves to the Ignored tab.

If nobody picked up, click Did not pick up: call again tomorrow. Ohanvi adds one day to every pending step and writes the remark Did not pick up.

For a lead you can already tell is sold, use Mark converted. See Convert a lead.

Add a remark¶

Click Add a remark on a step, or in the detail pane. The box shows Remark on and the step name.
Type what happened in What happened? What did they say?.
Click Save remark. The message Remark saved. appears.

Remarks list under Remarks with the step, the author and the date.

Follow up on later steps¶

Phase 1 holds only First call unless an admin adds steps. Later steps are calls, WhatsApp messages, emails and tasks. Calls and tasks remind you. WhatsApp and email steps send by themselves only when an admin picked a template and turned on Send automatically for the step. Use these actions on the active step:

Mark this step done — the step is finished and the plan moves on.
Cancel this step — the step is skipped.
Call again — see Call again.
Pause plan — nothing is sent and no reminder rings. Click Resume plan to continue.
Push remaining steps by 1 day — every pending step moves one day later.
Send now — an automatic step goes out at once. It shows only on a step that sends by itself.
Mark converted — see Convert a lead.
Lost: not interested — see Mark a lead as lost.

A message is never sent the moment a lead arrives. Each step goes at its own day and time.

Mark a lead as lost¶

Use Lost: not interested on any step after the first call, when the lead says they are not interested.

Point at the active step and click Lost: not interested. The window Mark … as lost? opens. It says no more follow-ups will run.
Optional: pick why. The choices are Price, Chose a competitor, No budget, No decision, Bad timing and Other. Click a choice again to clear it.
Optional: type a one-line Note (optional).
Click Mark lost. The message Marked lost. No more follow-ups will run. appears.

The lead status becomes Lost. Every pending step is cancelled and nothing more is sent. The lead shows in the Lost tab. If the lead has a deal, it moves to the lost stage with your reason. See What happens to the deal.

Lost and Out are different

Out is only for the first call: the person is not your kind of customer, and no contact is created. Lost is for a person who was a right customer and said no.

Convert a lead¶

Use Mark converted on any step when the lead buys.

Point at the active step and click Mark converted. The window Mark … as converted? opens. It says the next phase starts today.
Optional: type the Deal value (optional). If you leave it empty, the deal keeps its value.
Click Mark converted. The message Converted. The next phase starts today. appears.
Check the lead. It now shows in the Converted tab.

When a lead converts, Ohanvi does all of this at once:

Every pending Phase 1 step is cancelled, and Phase 1 is complete.
The contact is created if the lead had none.
The lead is kept, marked Converted, with its history.
Phase 2 starts today. Its steps are dated from today.
The deal moves to Won. See What happens to the deal.

Your admin can also mark one Phase 1 call or task as the deal-won step, for example a task named Payment received. When you mark that step done, the lead converts by itself. See Count a step as the deal won.

Converting is one-way

A converted lead becomes a customer, never a lead again. It can no longer change status.

Follow converted people through the phases¶

People you converted stay in the Converted tab. Their row shows the later phases, such as Onboarding, as a phase track.

Click the Converted chip, then a person.
Read the track. The current phase shows one dot per step.
Use the actions on the current step: Add a remark, Call again on a call step, Mark this step done and Cancel this step. If the plan is paused, Resume plan.
When the last step of a phase is done or cancelled, the next phase starts by itself, dated from that day.

The last phase can repeat forever. A person on the last phase is never finished. Converted people are customers, not deals. Their steps never change a deal. If an admin deletes a phase, the people in it move to the next phase.

Let a reply stop the plan¶

A WhatsApp reply from the lead stops the plan, so a scheduled message never goes out on top of a chat. This is built in.

When the lead sends a WhatsApp message, the plan pauses. You get a notification, for example Priya replied, your turn.
Open the lead. The pill says Replied, your turn. The card shows what they wrote and how long ago. If the 24-hour chat window is open, it shows the hours left.
Answer the lead.
Click I have replied, resume the plan.

Only a WhatsApp reply pauses the plan. A booked meeting does not pause it yet.

If a lead has no action for 3 days, the Next best action card says This lead is going cold. Click Give to someone else and type the new owner's username in Their username. Ohanvi never reassigns a lead by itself.

Nothing goes out on WhatsApp without permission.

A lead or contact must have agreed to WhatsApp messages, and must not be excluded from broadcasts.
The lead's details show the state in WhatsApp: No consent yet. We cannot message them on WhatsApp., Opted in. Chat window open for N more hours. or Opted in. Window closed, so approved templates only.
A WhatsApp step for a lead with no consent goes as an email instead. The row shows No WhatsApp consent and the step shows Email instead. The Next best action card says WhatsApp is blocked for this lead.
Automatic messages always use an approved template, never free text.
A template can use two values. {{1}} is the lead's first name. {{2}} is the owner's name, or "our team" when there is none. A template that needs more cannot send.
Calls and tasks only remind the owner. They never send.

See Track contact consent to read or change a person's consent.

What happens to the deal¶

A deal follows the lead, so the sale is tracked from the first call.

Decision	What happens to the deal
In	One deal opens for the lead, in your default pipeline and its first open stage. Its value is 0 until you set one.
Mark converted or the deal-won step	The deal moves to the won stage.
Lost: not interested after In	The deal moves to the lost stage with the reason you picked.
Out, or lost before In	No deal is created.
Pause plan, Cancel this step, Mark this step done and the other actions	The deal does not change.

Details of the deal:

The deal is named after the lead and its source, for example Priya Nair - WhatsApp. The owner is the lead's owner.
You type the real value in Deal value (optional) when you click Mark converted.
The expected close date is the day of the last pending Phase 1 step. If there is none, it is 14 days from today.
Ohanvi never opens a second deal for the same lead.
If your account has no pipeline, no deal is created and you see a warning. Your decision still works.
On Mark lost, the reason you pick is saved on the deal, with your note.
A person added in Contacts gets no deal. When you later click Mark converted, Ohanvi creates the deal straight in the won stage.

To work the deal itself, see Create and manage deals.

The Nurture state¶

A lead may show Nurture. It is not closed and not Lost. Ohanvi sends nothing to a lead in Nurture. You can still mark it lost.

Follow up on your phone¶

On the phone CRM, the Leads tab is your follow-up list.

Open the CRM and select the Leads tab.
Use the same tabs as on the web, with their counts: Due today, All active, Contacts, Converted, Lost and Ignored. Due today is your list for the day. Type in Search leads to find a person. Pull down to refresh. Tap Load more for the next leads.
Read a lead's card. It shows the name and the next step as Next: and the step's name.
Tap Call to dial. After the call, choose Picked up or No answer, add a note and tap Save. Tap WhatsApp to open the chat. WhatsApp shows only for a lead who agreed to WhatsApp messages and whose number your role can see. Tap Done to mark the step done. Tap More for the other actions, including Call again.
Tap the card to open the lead. You see the Next best action card, the plan, the Remarks, and the same buttons as on the web. Call again opens a sheet with the day, the time and a note. Lost asks for the reason, and converted asks for the Deal value (optional).

If your role cannot see the number, you get Your role cannot see this number, so the dialler cannot open. If the phone has no dialer, you get No dialler available on this device.

Reminders. A call or task step sends a push notification at its time, including the moment you chose with Call again. Tap the notification. The CRM opens on Leads with that lead on top.

Call from a reminder. A call reminder can also open the window Call from CRM with the lead's name and number. Tap Call to dial, or Open lead to read the lead first. After the call, the app asks how it went.

Follow up on abandoned carts¶

Shoppers who leave your Shopify or WooCommerce store without paying also arrive as leads. They have their own screen and steps. See Recover abandoned carts with Commerce leads.

Video walkthrough¶

[VIDEO]

Troubleshooting¶

Issue	Cause	Fix
A lead I added is not on the list	The phone or email already belongs to a contact. Ohanvi adds a note to that contact instead.	Open the contact in All contacts and read its notes.
Open the Ohanvi app on your phone first.	Your phone has no active Ohanvi app to receive the call.	Open the Ohanvi app on your phone, then click the call icon again.
Your role cannot see this number, so the call cannot be placed.	Your role sees masked numbers.	Ask your admin for a role that sees phone numbers.
Could not open the dialer on this device.	This device has no dialer.	Call from your phone, then open the lead and decide.
Pick a time in the future.	The Call again time is less than a minute ahead.	Pick a later time.
WhatsApp is blocked for this lead	The lead never agreed to WhatsApp messages. The step goes as an email.	Nothing to do. To use WhatsApp, record their consent. See Track contact consent.
Replied, your turn and no message goes out	A reply paused the plan.	Answer the lead, then click I have replied, resume the plan.
Couldn't load your leads	The list did not load.	Click Retry.
All steps used	Every step ran and the lead did not convert.	Mark the lead lost, or add a remark and decide.
Waiting for you	The contact has no steps left. The plan stays on.	Click Mark converted or Lost: not interested when the deal is decided.
A converted lead has no deal	The person was added in Contacts, or the account has no pipeline.	Nothing to fix. Marking converted creates a won deal when a pipeline exists.
A step did not send by itself	No template is set on the step, or Send automatically is off.	Ask an admin to pick a template and turn on Send automatically. See Send a step by itself.