Managing Leads and Conversations

Every visitor who shares contact information through your Synaptiq chat widget becomes a lead in your dashboard. This guide covers how to navigate the leads list, inspect individual lead details, review conversation transcripts, and take bulk actions to keep your pipeline organized.

The Leads List

Navigate to /admin/leads to see all captured leads. The list displays one row per lead with the following columns by default:

• Name — the visitor's full name, or "Anonymous" if only an email was captured
• Email — primary contact email
• Status — current pipeline status (see Lead Statuses below)
• Score — Synaptiq's AI-generated qualification score (0--100)
• Source — the page URL where the conversation started
• Created — date and time the lead was first captured
• Last Activity — timestamp of the most recent message or status change

You can customize visible columns by clicking the Columns button above the table. Additional fields like company name, phone number, and custom properties are available.

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Filtering and Sorting

Quick Filters

A row of filter pills sits above the leads table for fast access:

• All — every lead, regardless of status
• New — leads that have not been reviewed yet
• Qualified — leads that met your scoring threshold
• Contacted — leads your team has reached out to
• Converted — leads that completed your desired outcome

Click any pill to instantly filter the list. The count next to each pill updates in real time.

Advanced Filters

Click Filters to open the advanced filter panel. You can combine multiple conditions:

• Date range — filter by creation date or last activity date
• Score range — show only leads above or below a specific qualification score
• Source URL — find leads from a particular landing page or campaign
• Custom properties — filter on any custom field you've defined (e.g., company size, industry, budget)
• Tags — filter by tags you or your team have applied manually

Filters can be saved for reuse. Click Save Filter and give it a name. Saved filters appear as additional pills in the quick filter row.

Sorting

Click any column header to sort the table. Click again to reverse the sort order. Common sorting strategies:

• Score (descending) — surface your hottest leads first
• Created (descending) — see the newest leads at the top
• Last Activity (ascending) — find stale leads that need follow-up

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Lead Statuses

Every lead passes through a defined set of statuses. You can change a lead's status manually, or Synaptiq can update it automatically based on conversation outcomes and integration events.

| Status | Meaning | Typical Trigger | |---|---|---| | New | Lead just captured; no one has reviewed it yet | Visitor provides contact info in chat | | Qualified | AI determined the lead meets your criteria | Qualification score exceeds your threshold | | Contacted | Your team has reached out | Manual update, or CRM integration sync | | Converted | Deal closed or desired action completed | Manual update, or CRM integration sync | | Disqualified | Lead does not fit your ideal customer profile | Manual update, or AI score below threshold | | Archived | Lead removed from active pipeline | Manual update or bulk action |

To change a lead's status, open the lead detail view and click the status badge, or use the dropdown in the leads list row. Status changes are logged in the lead's activity timeline.

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Lead Detail View

Click any lead in the list to open its detail view. The detail view is split into three panels:

Left Panel: Contact Information

Displays all known information about the lead:

• Name, email, phone number
• Company name and website (if captured)
• Location (inferred from IP geolocation)
• Custom properties you've configured
• Tags applied to the lead

Click Edit next to any field to update it. Changes are saved immediately and logged in the activity timeline.

Center Panel: Conversation History

Shows the full transcript of every conversation this lead has had with your AI agent. Each conversation is separated by a date header. Within a conversation you'll see:

• Visitor messages on the left in gray bubbles
• AI responses on the right in blue bubbles
• System events (handoff to human, qualification triggered, meeting booked) as centered annotations
• Timestamps on each message

If the lead has had multiple conversations across different sessions, they are all listed chronologically. Use the search bar at the top of the panel to find specific keywords within the transcript.

Right Panel: Activity Timeline

A chronological log of every event associated with this lead:

• Status changes (who changed it and when)
• Emails sent via integrations
• Meeting invitations sent or accepted
• Notes added by team members
• Score changes with reasons

Team members can add notes by typing in the Add a note field at the bottom of the timeline. Notes support basic Markdown formatting.

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Editing Lead Information

There are two ways to update lead data:

Inline Editing

In the leads list, hover over any cell and click the pencil icon to edit it directly. Press Enter to save or Escape to cancel. Inline editing works for name, email, status, and tags.

Detail View Editing

Open the lead detail view and click Edit on any field in the left panel. You can also:

• Add custom properties — click + Add Property and choose from your configured fields or create a new one on the spot
• Merge leads — if you discover two lead records belong to the same person, click Actions > Merge and select the duplicate. Synaptiq combines all conversations and activity into one record.
• Delete a lead — click Actions > Delete. This is permanent. Deleted leads cannot be recovered.

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Conversation Replay

For a deeper understanding of how a lead interacted with your AI agent, use the conversation replay feature. Click the Replay button at the top of any conversation transcript. The replay shows the conversation unfolding in real time, including:

• How long the visitor took to respond to each message
• Points where the visitor started typing but deleted their message
• Moments where the AI triggered qualification checks or handoff logic

This is especially useful for refining your AI agent's conversation flow. If you notice visitors consistently hesitating at a particular question, consider rephrasing it.

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Bulk Actions

Select multiple leads using the checkboxes in the leads list, then use the Bulk Actions menu:

• Change Status — move all selected leads to a new status in one click
• Add Tags — apply one or more tags to the selected leads
• Remove Tags — strip specific tags from the selected leads
• Export — download selected leads as a CSV file (see Exporting Data for details)
• Assign — assign the selected leads to a specific team member
• Archive — move all selected leads to Archived status
• Delete — permanently remove the selected leads (requires confirmation)

You can select all leads matching your current filter by clicking the Select All checkbox in the table header. A banner appears confirming how many leads will be affected before you execute the action.

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Keyboard Shortcuts

Speed up your workflow with these shortcuts available on the leads page:

| Shortcut | Action | |---|---| | j / k | Move selection down / up in the leads list | | Enter | Open the selected lead's detail view | | Escape | Close the detail view and return to the list | | s | Cycle through lead statuses | | t | Open the tag picker for the selected lead | | n | Add a note to the selected lead | | / | Focus the search bar |

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Best Practices

1. Review new leads daily. Set a morning routine to triage new leads. Change them to Qualified, Contacted, or Disqualified so your pipeline stays clean.
2. Use tags for campaign tracking. Create tags like webinar-june, google-ads, or product-hunt to track which channels produce the best leads.
3. Leverage saved filters. If you frequently check "Qualified leads from the last 7 days with a score above 80," save that filter so it's one click away.
4. Add notes after every sales call. Keep context inside Synaptiq so anyone on the team can pick up a lead without needing a separate briefing.
5. Archive instead of deleting. Unless you have a data-retention policy that requires deletion, archiving preserves the record for future analysis without cluttering your active pipeline.
6. Set up status-change notifications. Under Settings > Notifications, you can receive alerts when a lead moves to Qualified or when a high-score lead is captured, so you never miss a hot prospect.