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Finding a Lead on the Leads Page

Updated by Sean Daly

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When a lead comes in from Yelp, Angi, Thumbtack, your website or a Zap, it lands on the Leads page before anything else happens to it. This is the page that answers "did that lead actually reach UpSmith?"

You'll find Leads in the left-hand navigation. Every lead from every connected source shows up here, whether or not an agent ended up texting the person.

What the table shows you

Eight columns, left to right:

  • Name — the name the source sent. When the source didn't send one, the row reads Potential Customer rather than sitting empty. A website lead that asked for a call or didn't agree to texts carries an amber CALL BACK badge under the name.

  • Phone — the number the agent will text. N/A here is the single most useful thing on the page: no number means nobody can reach this person by text, no matter how the rest of your setup is configured.

  • Source — which integration it came from, in capitals.

  • Status — PENDING, SYNCED or FAILED. Green is synced, red is failed, grey is pending.

  • Lead Type — how the person made contact, as a coloured badge reading the source then the type: MESSAGE ("Sent a message from an ad."), BOOKING ("Booked an appointment from an ad."), PHONE CALL ("Called directly from an ad."), CHECK AVAILABILITY ("Checked availability from an ad.") and LEAD FORM ("Submitted a lead form from an ad."). A lead the source didn't classify reads Unknown.

  • Origin — the business the lead was addressed to, where the source sends one.

  • Attribution — the campaign tracking that came with the lead.

  • Received At — when it reached UpSmith, in your browser's time zone.

Click any row to open that lead's full detail panel. Whatever the source sent that doesn't fit in a column — the message text, the email address, the ZIP, the campaign and ad names, and any extra form fields — is in there.

What the status column means

This is the column worth learning, because it's the difference between "the lead never arrived" and "the lead arrived and we dropped it."

  • SYNCED — the lead reached UpSmith and was written through. This is the normal state.

  • PENDING — it's arrived and hasn't finished processing yet. A lead sitting on PENDING long after it was received is worth an email to us.

  • FAILED — it reached UpSmith and something went wrong on our side. Your agent did not text this person. These are the rows to go through by hand.

A lead that never reached UpSmith at all doesn't appear here. That's the honest limit of this page: it shows you what arrived, so it can prove a lead came in and prove what happened to it, but it can't tell you about one that never left the source. If a customer says they messaged you through Thumbtack and there's no row here at all, the problem is upstream — check the source's own inbox and the connection's badge on your Integrations page.

Finding one lead

  1. Open the Filter Leads panel at the top of the page.

  2. Type into Search — it matches on "Name, phone, message, ID...", so a partial phone number or a few words the customer wrote will find them.

  3. Narrow with Status, Source, Campaign source or Lead type. Each is a dropdown that starts on "all".

  4. Set Received from and Received to to bound the dates. These run on your browser's time zone, so "today" means your today.

  5. Clear all appears once any filter is active and resets the lot.

Underneath the filters you'll see "Showing {n} of {n} matching leads." — the first number is what's on this page, the second is everything your filters matched. Results are paginated at 25 a page.

Your filters live in the page's web address, so a filtered view is a link you can send to someone else.

Working the failed list

Once a week, set Status to Failed and widen the dates to cover the period since you last looked. Anything in that list is a customer who contacted you and got no answer from an agent.

There's no bulk retry and no way to re-run a lead from this page — recovering a failed lead means contacting the customer yourself, and emailing support@upsmith.com with the lead's date and source so we can find out why it failed and stop the next one.

What this page doesn't do

  • It isn't where you read the conversation. This page is the intake record — what arrived and whether it landed. The texting that followed is in Conversations.

  • It isn't a pipeline or a CRM. There's no status you can set, no assignment, no notes, no way to mark a lead won or lost. Rows are read-only.

  • It doesn't tell you whether the lead booked. A SYNCED lead means UpSmith took it in, not that it turned into a job.

  • There's no export. You can filter and read, but you can't download the list from here. Ask Jenny can query your lead data instead — see Exporting Your Data from Ask Jenny.

Troubleshooting

The page says "No leads found". Underneath it reads "Synced leads will appear here." Nothing has arrived yet from any connected source. If you were expecting something, check the source's badge on your Integrations page before anything else.

The page says "No matching leads". That's a filter problem, not a data problem — the hint underneath says "Try adjusting or clearing your filters." A stale date range is the usual culprit. Click Clear all.

A lead shows a phone number of N/A. The source didn't send one. Some Yelp and Modernize leads arrive this way by design, and no agent can text them — see Yelp and Modernize. Open the lead and use whatever contact detail the source did send.

A lead is SYNCED but there's no conversation. The lead came in cleanly; the agent didn't start one. First look under the name: a website lead that asked for a phone call, or didn't agree to texts, carries an amber CALL BACK badge, and no agent will text that person. Open the lead and its Contact request line says which: Call back requested or Call back: didn't agree to texts, so there's no text conversation. Call them yourself. If there's no badge, it's usually Lenny not being set up or his campaign still paused — see Lenny - Leads Responder and Lead Source Integrations.

A customer says they contacted you and there's no row at all. The message never reached UpSmith. Check the source's own inbox directly, then the connection badge on Integrations, then email support@upsmith.com with the customer's name and roughly when they say they wrote.

Common questions

How is this different from Conversations? Leads is what came in. Conversations is what was said. A lead that failed to sync has a row here and no conversation anywhere.

Does a phone-call lead have a recording? Not on this page. PHONE CALL means the source recorded that the customer rang you from an ad. For recordings and transcripts of calls into your shop, see Call Analysis.

What's the difference between Source and Campaign source? Source is the integration the lead came through — Yelp, Angi, Zapier. Campaign source is the tracking tag that came with it, so you can tell two campaigns apart inside one source.

Can I stop a lead reaching an agent from here? No. To stop outreach to a particular person, use Do Not Contact.

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