Lead lifecycle5. Convert to customer

5. Convert to customer

This is the moment the pipeline pays off. The lead said yes, signed the contract, or paid the invoice — whatever “yes” looks like for your team. Converting tells Calliyo to:

  • Stop the lead from being auto-reassigned or topped up.
  • Hide it from agents’ active task queues.
  • Surface it on the Customers page.
  • Count it in conversion metrics and revenue reports.

How conversion works

Conversion is, technically, just a status change. You set the lead’s status to Customer (a protected status — see Lead statuses) and Calliyo handles the rest.

Converting a single lead

Open the lead

From Tasks, Leads, or directly from a follow-up.

Change status to “Customer”

In the lead detail panel, click the Status dropdown and pick Customer.

Lead detail — convert

(Optional) Fill conversion details

If your team uses the Order module, you’ll be prompted to attach order details: amount, plan, payment status, GST, etc. Skip if you don’t use this.

Save

The lead disappears from the active Leads list and reappears in Customers. The agent gets the conversion attributed in their report.

Where customers live

Sidebar → Customers.

Customers page

Each row is a converted lead. Click in to see:

  • The full call & follow-up history (preserved from the lead).
  • Order / payment info if attached.
  • Notes (you can still add new ones — customers aren’t frozen).

Who can see Customers depends on Settings → Configurations → Show customer to. Set to Agent Only if you don’t want agents to see each other’s customers.

Un-converting (a.k.a. “the lead changed their mind”)

Sometimes a “Customer” needs to be moved back into the pipeline — refund, cancellation, mistaken conversion.

  1. Open the customer from the Customers page.
  2. Change the status back to a non-Customer value (e.g. Not Interested or Followups).
  3. Save.

The record reappears in the Leads list and is excluded from the conversion counter retroactively. Notes and history are preserved.

Reporting

Once you have conversions, the Reports section starts being interesting:

  • Conversion rate — % of leads that became customers, by source, agent, tag, or campaign.
  • Time to convert — how long from Unassigned to Customer.
  • Revenue per agent — if you attached order amounts.

See the Reports section (TODO: link when written) for details.

You’re done — for this lead

That’s the full lifecycle. Capture → Assign → Call → Follow up → Convert. A healthy team will have most leads in Followups at any given time, because nurturing is where the real selling happens.

Continue to Calls & follow-ups for deeper detail on the call status taxonomy and the notes-vs-follow-ups distinction.

4. Schedule follow-upsOverview