LeadPulse

What LeadPulse is for

LeadPulse keeps one record for every business or person your team talks to. That record is called a lead. A lead holds the name, the phone number, where the place is on the map, every call and visit, every photo, every WhatsApp message, and the date of the next thing someone promised to do.

The work goes in a circle, and the software is built around that circle:

1. Capture. An agent walks into a shop, fills in a form on the phone, and the shop becomes a lead. The phone records where the agent was standing.
2. Contact. Somebody calls, visits or sends a WhatsApp message, and logs what happened.
3. Book the next step. Every conversation ends with a date: call back Thursday, demo on the 9th. That date becomes a follow-up, and LeadPulse chases it.
4. Move the lead along. New → Contacted → Potential → Demo → Proposal → Won or Not interested. The list of steps is called the pipeline, and your administrator sets it.
5. Read the numbers. Managers see who is producing, who is behind, where the team went and which leads have gone quiet.

What you need

• An invitation. Somebody in your company creates your account and the system emails you a link. The link lets you choose your own password. Nobody, including your administrator, can see that password.
• A phone or a computer with a browser. Chrome on Android, Safari on iPhone, or Chrome, Edge or Firefox on a laptop. There is nothing to install from an app store for the web version.
• Internet — some of the time. You need a connection to sign in and to send work to the office. Once you are signed in you can keep capturing leads with no signal at all; see Working offline and syncing.

Putting LeadPulse on your phone

You can add LeadPulse to your home screen so it opens like an ordinary app: full screen, no address bar, its own icon. This is the same website, just dressed up, and it is what makes offline capture work properly.

Android (Chrome)

1. Open the LeadPulse address in Chrome and sign in once.
2. Tap the three dots at the top right of Chrome.
3. Tap Add to Home screen (on some phones it says Install app).
4. Tap Install or Add. The LeadPulse icon appears on your home screen.
5. Open it from that icon from now on, not from Chrome.

iPhone and iPad (Safari)

1. Open the LeadPulse address in Safari. This does not work in Chrome on an iPhone.
2. Tap the share button at the bottom — the square with the arrow coming out of it.
3. Scroll down and tap Add to Home Screen.
4. Tap Add.

Windows or Mac (Chrome or Edge)

Look for the small install icon at the right-hand end of the address bar — a screen with a downward arrow — and click it, then click Install. LeadPulse then opens in its own window.

The two permissions to allow

The first time you use it, your phone will ask you two questions. Both matter.

If you tapped Block by mistake, you can undo it: in Chrome tap the padlock or the sliders icon to the left of the address, choose Permissions, and switch Location and Camera back on. On an iPhone it is under Settings › Safari › Location.

The Android app

There is also a separate LeadPulse Android app for field agents. It uses the same accounts and the same data as this website and is better at long spells with no signal. Everything in this manual about capturing, follow-ups and messages works the same way in both; the chapters about settings, reports and administration are for the website.

Installing it

1. Scan the code above with your phone camera, or open https://leadpulse.twinfusion.co.ke/get-app on the phone.
2. Tap Download the app. When it finishes, open the file from your notifications or your Downloads folder.
3. If the phone warns about installing apps from outside the Play Store, tap Settings, allow your browser to install apps, go back and tap Install. This is normal for an app your company gives you directly.
4. Open LeadPulse and sign in with the same email and password you use on the website.

On an iPhone there is no separate app: use the website added to your home screen, as described above.

Keeping it up to date

From version 0.1.3 the app updates itself. It asks the office whether there is a newer version when it starts and after every sync.

1. When there is one, Home and the sync screen show Version … is ready, with Update now and Later.
2. Tap Update now. The new version downloads, with a progress bar, and the app checks it is the genuine file before going any further.
3. The first time, Android asks you to allow LeadPulse to install updates. Allow it once.
4. Tap Install when Android asks. The new version installs over the top of the old one and keeps everything on the phone — your leads, photos and any work still waiting to sync.

To look for an update yourself, open More › Profile and, in the About box, press Check for updates. The same box shows which version you have. If the download fails, the app offers Open download page and you can install it the ordinary way, as above.

Phones on 0.1.0, 0.1.1 or 0.1.2 do not have the update button yet. Install 0.1.3 once by hand from the download page, over the top of the old one — your data stays — and from then on the app looks after itself.

When the app syncs

The app sends your work to the office and fetches everybody else's changes right after you sign in, right after every save — a capture, a visit, a stage change, a follow-up — and about every fifteen minutes in between whenever there is a signal. If the Capture tab is empty on a new phone, press Sync now there. The sync card on Home opens the sync screen, which says how many changes are still waiting and what the last sync ran into. Two messages worth knowing:

Your first hour, in order

1. Open the invitation email and choose a password of at least 10 characters.
2. Add LeadPulse to your home screen.
3. Allow location and camera.
4. Turn on two-step sign-in and write your recovery codes down — see Signing in and staying safe.
5. Open Capture and fill in one practice lead, so you know what the form asks before you are standing in front of a customer.
6. Open that lead, log a note on it and book a follow-up for tomorrow. Now you have seen the whole circle.

Accepting your invitation

1. Open the email from LeadPulse and tap the button in it.
2. Type a password twice. It must be at least 10 characters. A short phrase you will remember — three unrelated words with a number — beats a clever short one.
3. Press the button to finish. You are signed in straight away; you do not have to sign in again.

The invitation link works once and then expires. If you click it twice, or you left it a long time, ask your administrator to send a new one from Users.

Signing in day to day

1. Open LeadPulse from your home screen icon.
2. Type your email address and your password.
3. Press Sign in.
4. If your workspace uses two-step sign-in, you are asked for a 6-digit code next. See below.

Forgotten password

1. On the sign-in screen press Forgot password.
2. Type the email address your account uses and press the button.
3. Open the email and tap the link. It is valid for a short time only.
4. Choose a new password of at least 10 characters and confirm it.

For safety the screen says the same thing whether or not that address has an account, so it never tells a stranger who works for you. If no email arrives, check spam, then check with your administrator that the address on your account is the one you are typing.

If you know your current password and simply want to change it, do it from My profile › Security instead: type the current one, then the new one twice, and press Update password.

Two-step sign-in (two-factor authentication)

Two-step sign-in means that after your password you also type a 6-digit number that changes every 30 seconds on your own phone. Someone who steals your password still cannot get in. Your administrator decides whether it is off, optional (you choose) or required for everyone.

Turning it on

1. Install an authenticator app on your phone if you do not have one: Google Authenticator, Microsoft Authenticator, Authy or 1Password all work.
2. In LeadPulse, open the menu under your name and choose Security & MFA.
3. You see a QR code (a black-and-white square). In your authenticator app choose Add account and then Scan a QR code, and point the camera at the square.
4. The app starts showing a 6-digit number. Type that number into Confirmation code.
5. Press Turn on two-factor authentication.
6. Ten recovery codes appear. Copy them now. This is the only time they are ever shown.

When you cannot scan the square

Under the QR code there is a block of letters — the setup key. It is the same account, typed instead of scanned, and it always works. It looks like this, in groups of four:

KL5W ZXNJ AAXY QHSG XPBH PHXO EM3V G5UC

1. In your authenticator app choose Add account, then Enter a setup key. Google Authenticator calls this Enter a provided key.
2. Account name: anything you like — your email address is the clearest.
3. Key: the block of letters from the screen. The spaces do not matter.
4. Type of key: Time based, not counter based.
5. If the app asks for more: 6 digits, 30 seconds, SHA1.

When your codes keep being refused

There are only three real causes, and they are easy to tell apart.

1. An old entry in your app. If you tried to set this up before and gave up, your authenticator still holds the first key — and it will never produce a code that works. Delete every LeadPulse entry in the app, then scan or type the key again from a freshly loaded setup page.
2. Your phone's clock. These codes are made from the time. If your phone is more than about a minute out, every code is wrong. The setup screen prints the server's time in UTC at the bottom — compare it with your phone. The fix is always the same: switch on automatic date and time (Settings › System › Date & time › Set automatically) and try again.
3. You typed it too slowly. The number changes every 30 seconds. If the app shows it counting down with only a sliver left, wait for the next one and type that.

If it still refuses, use Email me a code instead on the sign-in challenge screen, or ask your administrator to reset your two-step sign-in from Users. That reset is recorded in the audit log with their name on it.

Recovery codes

Recovery codes are ten one-time passwords, shown once when you switch two-step sign-in on. Each works exactly once, in place of the 6-digit number. They are what gets you back in when your phone is lost, stolen, wiped or dead.

• Save them somewhere that is not your phone. Print them and keep them in a wallet or a locked drawer, or put them in a password manager on a different device.
• When you use one, LeadPulse tells you how many are left.
• You can replace the whole set at any time from Security & MFA → Regenerate recovery codes. The old ten stop working the instant you do.
• If you run out and you have no phone, your administrator resets your two-step sign-in for you and you start again.

Trusted devices

On the code screen there is a tick box, Trust this device for 30 days. Tick it on your own phone or your own laptop and you will not be asked for a code again on that device for 30 days. You still type your password every time.

You can see which devices are trusted on My profile › Security, under Trusted devices, with the internet address each was used from and the date it expires; the browser you are using is marked This device. They fall away by themselves after 30 days. To cancel one sooner, press Revoke next to it. Revoke all other devices cancels every one except the browser you are using — the thing to do when a phone is lost. A revoked device is asked for a code at its next sign-in. A platform administrator can also revoke them for you from your account page.

Sessions and other devices

My profile › Devices & sessions lists the phones registered for push notifications and offline sync, and the long-lived sign-ins held by the mobile app. Press Revoke next to any line you do not recognise — that device has to sign in again from scratch. Do this immediately if a work phone is lost.

Signing out

Open the menu under your name at the top right and press Sign out. On your own phone you normally should not — staying signed in is what lets you capture leads with no signal. On any device that is not yours, always sign out.

The menu

On a computer the menu runs down the left-hand side. On a phone it becomes a row of buttons along the bottom — Home, Leads, Capture, Follow-ups and More — and everything else lives behind More.

You only see the entries your role is allowed to use, so your menu may be shorter than a colleague's.

The strip along the top

Four things sit at the top of every screen, and they are worth knowing.

• The search box. Type any part of a name, a company, a phone number, an email address or an LeadPulse reference such as LP-2026-000003 and matching leads appear as you type. On a computer you can jump straight into it by pressing the / key.
• The GPS badge. It shows how good your phone's idea of its own position currently is. See Capturing a lead in the field for what the colours mean.
• The Synced badge. It tells you whether your work has reached the office. See Working offline and syncing.
• The bell. The number on it is your unread notifications. Press it for the last few, or View all notifications for the full list. Mark all read clears the number without deleting anything.

The menu under your name

Press your initials or your photo at the top right:

• My profile — your name, phone, job title and time zone, your password, two-step sign-in, notification preferences, devices and your calendar feed.
• Notifications — the full list.
• Security & MFA — straight to two-step sign-in.
• User manual — this document.
• Sign out.

The screen updates itself

Dashboards, lists, the board, the map and the bell refresh on their own as your colleagues work. You do not need to pull down or press reload. If your connection is poor the updates simply arrive a little later.

Dark mode

The moon icon at the top switches between the light and the dark look. It is remembered on that device only, and it changes nothing about your data. Dark mode is easier on the eyes in a car at night; light mode is easier to read in bright sun.

Dates, times, money

• Every date and time you see is shown in your workspace's time zone (for most Kenyan teams, Africa/Nairobi). You can override it for yourself on My profile › Details if you work in another country.
• Money is shown in the workspace currency, set by your administrator — KES for a Kenyan team.
• The way dates are written (21 Sep 2026 14:05, 21/09/2026 14:05 and so on) is also a workspace setting.

The dashboard is the first thing you see. There are four versions of it and LeadPulse picks the right one from your role. All four greet you by name and change as your team works, without a refresh.

Field agent — “Your leads, your follow-ups, your day”

Built for someone standing in the street with a phone. Four numbers across the top:

Below that:

• Capture something — four big buttons: New lead (with your GPS pin), Fill a form, My day and Nearby, which opens the map filtered to leads around where you are standing.
• Today — your due and overdue follow-ups as a list you can work straight down, with All queues to see the rest.
• My GPS day — a little map of everywhere you have been today, built from the positions recorded with your visits and completed follow-ups. It stays empty until you log something with GPS on.

Sales manager — “Team overview”

The same four headline boxes, but for the whole team: total leads, due today, overdue, and won this month with the win rate. Then:

• Pipeline funnel — how many leads are sitting at each stage, with the percentage that got that far. A stage that is much narrower than the one before it is where you are losing deals.
• Response time — the share of leads contacted within 24 hours over the last 30 days, plus the median and the average. The median is the honest number; the average is dragged up by a few forgotten leads.
• Last 14 days — new leads and logged activity, side by side. Activity without new leads means the team is working the back book; new leads without activity means nobody is calling them.
• Where leads come from — the split between agent capture, public forms, embedded forms, imports, WhatsApp and the rest, for all time.
• Team leaderboard — one row per person: open leads, capture progress against their daily target, wins, activities, overdue follow-ups, average response time and when they were last seen. This is the one-minute health check on your team.
• Overdue follow-ups — the oldest ones by name, so you can chase the person, not the number.
• Live activity — a running feed of what the team is doing right now.

Workspace administrator — “Workspace overview”

Everything the manager sees, plus a Manage users link on the leaderboard and the full settings menu in the sidebar. Administrators also receive the alert notifications in the bell — stale leads, overdue backlogs, abandoned follow-ups — which is usually where their day starts.

Auditor — “Read-only overview”

The same team picture as the manager, and the same reports, but every button that would change something is gone. An auditor can look at any lead, any message, any history record and any report in the workspace and cannot alter a single one of them. That is the point of the role.

Reading the numbers honestly

This is the most important chapter in the manual. Everything else in LeadPulse is built on records that somebody captured properly in the first place.

Capturing a lead, step by step

1. Stand where you can see the sky if you can — inside a basement your phone cannot find itself.
2. Press Capture (the round button in the middle of the phone menu, or Capture in the sidebar).
3. Choose the form you have been told to use. Most teams have one.
4. Wait two or three seconds. At the top of the form a badge says Locating… and then turns into a distance, for example ±8 m.
5. Fill in the answers. Fields marked with a red star must be answered; the form will not save without them.
6. If the form has more than one page, press Next at the bottom. A progress bar shows how far through you are.
7. Take the photos, capture the signature and record the voice note if the form asks for them.
8. Press the save button at the bottom — on most forms it says Save lead, though your administrator may have renamed it.
9. You are taken to the new lead's page, and it is already assigned to somebody.

The GPS badge and what the colours mean

Your phone works out where it is and also how sure it is. The badge shows that as a distance with a ± in front — read it as “somewhere inside this many metres”. Smaller is better.

Next to the badge there is a Retry button. Press it after you have moved outside or switched location on, and the phone tries again.

What to do when the badge is grey or red

1. Step outside. Under a tin roof or in a basement, satellites cannot be seen. Six paces into the open usually turns red into green within ten seconds.
2. Check location is on. Swipe down from the top of an Android phone and make sure the Location tile is lit. On an iPhone it is Settings › Privacy › Location Services.
3. Check you allowed it. If you pressed Block the first time, tap the padlock next to the web address, choose Permissions and switch Location back on, then reload.
4. Turn on high accuracy. Android calls this Improve location accuracy or Google Location Accuracy; it lets the phone use Wi-Fi as well as satellites.
5. Drop the pin yourself. If the form offers Pick on the map, a small map opens; move it until the marker is on the building and press the confirm button. That is recorded as a manual position, honestly labelled as such, and it is far better than nothing.

The kinds of question a form can ask

Your administrator builds the form, so yours will not have all of these. These are the ones that behave in a way worth knowing.

Why questions appear and disappear

Good forms only ask what is relevant. Answer “Are you using a POS?” with Yes and a box appears asking what the problems with it are. Answer No and that box vanishes and a different one appears. Pick “NOT INTERESTED” as the category and the whole follow-up page disappears.

This is normal and it is set up deliberately. Two consequences to know:

• A hidden question is not asked and not stored. If you answer something and then change an earlier answer so that it disappears, the answer is thrown away, not kept quietly.
• Hidden questions cannot make the form fail. A question marked required only counts while it is on the screen. If the form will not save, the missing answer is one you can see — scroll up.

Photos

1. Press the photo button. Your phone offers Camera or your gallery.
2. Take the picture. It appears as a small thumbnail with an × to remove it.
3. Add more if the form allows it — the screen says how many and how large each may be.

Photographs carry their own position if your camera records it, and if they do not, LeadPulse attaches the form's position instead. Either way the photo ends up on the map and on the lead's Media tab.

Photos are uploaded separately from the rest of the record and are allowed to lag behind. It is perfectly normal for a lead to be saved instantly and its shopfront photo to arrive a minute later once you are back on a decent signal.

Good photos to take: the shopfront with the name board readable; the till or counter; anything the customer showed you. Do not photograph an ID card, a bank card, or anything a customer has not agreed to.

Signature

1. Hand the phone to the customer.
2. They sign with a finger inside the white box.
3. If they are unhappy with it, press Clear and let them try again.
4. Take the phone back and carry on. The signature is stored as a picture attached to the lead.

A signature is a record that the person agreed to something. Tell them what they are signing for.

Voice note

1. Press the record button. Your phone will ask for permission to use the microphone the first time — allow it.
2. Speak. The timer runs while you record.
3. Press stop. You can play it back, and delete and re-record if you were unclear.

Voice notes are useful when writing is slow: say the name of the manager, the size of the shop, what they complained about. Like photos, they upload in the background. Say enough that a colleague picking the lead up next month understands it.

Duplicates

Forms can be set to notice when the phone number (or the email, the name or the company) already belongs to another lead. Depending on the setting your administrator chose, either:

• the lead is saved and flagged so a manager can merge the two later; or
• the form refuses and tells you the record already exists; or
• nothing is checked at all.

If it refuses, search for the business in the search box at the top. Usually the right move is to open the lead that already exists and log a visit on it, rather than creating a second one.

Consent

Some forms show a tick box such as “I agree that we may contact you about…”. When it is marked required, the form will not save until the customer agrees. LeadPulse stores the exact wording they saw, the date, and the internet address it came from, so that later you can prove what was agreed. Read it to the customer rather than ticking it for them.

What happens the moment you press save

1. The lead is created with a reference like LP-2026-000086.
2. It is given an owner: the assignment rule decides — round robin, whoever has fewest open leads, or by the territory your pin fell in. The form may also name a fixed owner.
3. The owner is notified in the app, and by push, email or SMS depending on their preferences.
4. A “Created” and an “Assigned” line are written to the lead's history with your name, the time and your position. Those lines can never be edited or deleted by anybody.
5. Your answers are visible both as Form answers on the lead and as a submission under the form.

Adding a lead without a form

Press New lead on the leads list. You get the plain fields — name, phone, email, company, address, value, priority, tags — and your position is captured the same way. Use this for a lead that arrives by telephone rather than on the street. Capturing through a form is better when you can, because the answers become reportable.

Field work happens where the signal does not. LeadPulse is built for that: once you have opened it while online, you can keep working with no connection at all and nothing is lost.

The Synced badge

The badge at the top of the screen is the only thing you need to watch.

What works with no signal

• Capturing a new lead on a form, including photos, signatures and voice notes.
• Logging a call, a visit, a meeting or a note.
• Booking a follow-up, and marking one done.
• Reading any lead you have already opened on that phone.

What needs a signal

• Signing in the first time on that device.
• Sending a WhatsApp or SMS message to a customer.
• Searching the whole database, reports, exports, settings and team chat.
• Opening a lead you have never opened on that phone before.

How it catches up

You do not have to do anything. As soon as your phone sees the internet again, LeadPulse sends the queue in order, oldest first, and the badge returns to Synced. Two details worth knowing:

• Temporary numbers become real ones. A lead captured offline is given a temporary internal id, and the moment it is accepted, everything you attached to it offline — activities, follow-ups, photos — is re-pointed at the real lead automatically.
• Nothing is sent twice. Each queued item carries a unique stamp, so if a patchy signal makes your phone send the same thing twice, the office recognises it and keeps one copy.
• Failures are retried. An item that fails is retried up to six times. After that it stops and is shown to you rather than being dropped silently.

If you want to push immediately — you are about to get on a flight, or hand the phone over — open Sync conflicts and press Push now under Still on this device.

When two people change the same thing

A conflict happens when you change a lead offline and, while you had no signal, somebody else changed the same field. There is no way for the software to know who is right, so it does not guess quietly.

The rule is simple: the office copy wins by default, and your version is kept for a human to decide.

You are notified, and the lead appears under Sync conflicts in the menu. For each one you see a table with three columns: the field, Server kept and This device sent, along with which device and which person sent it and when.

1. Open Sync conflicts. The tabs are Open, Resolved and Dismissed.
2. Read the two columns and decide which is true. Press Open lead if you need the context.
3. Choose one:
   • Keep the server version — the office copy stands, your offline edit is discarded, and the conflict is closed.
   • Apply my offline change — your version is written over the office copy. (This is offered for leads.)
   • Dismiss — the difference does not matter; close it without changing anything.

Whatever you choose is written into the lead's history, so the trail stays honest. Conflicts can also be exported to CSV, Excel or PDF from the same page.

Photos that are still uploading

Photos, signatures and voice notes queue separately, because they are bigger. It is normal to see a lead arrive at the office before its picture does. If a photo is still missing after you have been on a good signal for a few minutes, open Sync conflicts and press Push now. If it still does not go, tell your administrator before you clear anything on the phone.

Leads has three views of the same records — a list, a board and a map — plus the activity log and the importer. The filters you set carry across, so you can filter in the list and then press Map to see those same leads as pins.

The list

At the top, four counters tell you what you are looking at:

• Matching leads — how many pass your current filters.
• Open — of those, how many are still live, with the number won beside it.
• Unassigned — leads with nobody's name on them. This should be zero.
• Overdue follow-up — how many are late, and how many of the matching leads have a GPS pin.

Each row shows the business, the reference, the contact person, the phone number, the tags, the stage, the priority if it is not normal, the owner, how the lead arrived, the territory, the GPS accuracy, the next step (or when it was last touched) and how old it is. On the right: Open, Edit, History, Call and Directions. Call dials the number on a phone; Directions opens your maps app and navigates to the pin.

Every filter

The first row of filters is always visible. Press More filters for the rest. Press Filter to apply and Reset to clear everything.

Saved views

A saved view is a set of filters with a name, so you do not rebuild the same search every morning.

1. Set the filters you want and press Filter.
2. Press Save view.
3. Give it a name — something a colleague would understand, such as Hot Nairobi leads.
4. Tick Pin to the top of my list to keep it one tap away.
5. Managers and administrators also see Share with the whole team, which makes the view available to everybody. Field agents can save views for themselves but cannot share them.
6. Press Save view.

Saved views appear as buttons above the filters. The filters are stored, not the results, so a view always shows today's answer.

Bulk actions

Tick the boxes on the rows you want, or the box in the table header to take every lead on the page. A bar appears at the bottom saying how many are selected. What it offers depends on your role.

Exporting what you are looking at

The Export button next to the filters downloads exactly the leads that match the filters on screen, as CSV, Excel, PDF, GeoJSON or KML. Every export is written to the audit log with your name, the filters and the number of rows. See Exports and file formats.

The board (Kanban)

Press Board. You get one column per pipeline stage, with a card per lead showing the business, the contact, the reference, the owner's initials, the next follow-up date and the deal value. The number at the top of each column is how many leads are in it.

• Drag a card into another column to move that lead to that stage. It saves immediately, writes a history entry, and notifies the people who should know.
• Filter by Search, Owner and Created from at the top.
• List view takes you back.

The board is best on a laptop. On a phone the list is easier, and moving a lead from its own page is easier still.

The map

Press Map. Four counters tell you how many pins there are, how many are accurate to within 20 metres, how many leads have no pin at all, and how many territories are drawn.

The layers

Searching around a point

1. Type a distance in metres into Radius (m) — for example 2000 for two kilometres.
2. Click or tap the map at the centre of the area you care about.
3. The panel shows Within the radius and lists those leads.

The map also filters by stage, agent and a date range, and by the trail day.

The map needs JavaScript and a connection for its background tiles. If it will not load, use the list with the GPS filter set to Has a GPS pin — the same leads, without the picture.

The activity log

Leads › Activity log is every logged interaction in the workspace in one place: calls, emails, SMS, WhatsApp, visits, meetings, notes, and the automatic entries for stage changes, assignments, form submissions and follow-ups. Filter by type, by person, by date and by text, and export it. Agents see only their own.

Everything about one customer lives on one page. Open it by pressing Open in the list, by clicking a card on the board, by clicking a pin on the map, or by searching for it at the top of any screen.

The head of the page

Across the top: the business name, the reference, the contact person, the stage, the GPS accuracy of the captured pin, and the tags. Under it, the buttons you will use most:

• Call — dials the number on a phone.
• Log — opens the panel for recording a call, visit, meeting or note. See Logging calls and visits.
• Follow up — books the next step. See Follow-ups.
• Share to chat — drops the lead into a conversation as a card, and can hand it over. See Sharing a lead with a colleague.
• Edit lead — change the stored details.
• Directions — navigate to the pin in your maps app.
• Full history — the complete change record.
• Under the three dots: Merge another lead in and Delete lead, if your role allows them.

Beside those are two quick controls: a Stage list with a Move button, and an Owner list with an Assign button. Changing either is immediate, recorded in the history, and notifies the people who should know. Field agents can move the stage on their own leads; only managers and administrators can reassign.

Overview

The tab you land on. It holds four blocks.

• Contact details — phone, email, company, address, source (and which form it came from), value, territory, who created it and when, and a count of activities with the date of the last one.
• Form answers — every question the capture form answered, worded exactly as on the form and on the submission page, grouped by the form's pages. This is where the detail lives that does not fit the standard fields. Questions left blank are not listed here; the full questionnaire is on the submission.
• Where it was captured — the coordinates, a small map, a Directions button, and the quality and time of the fix with the reverse-geocoded place name if one was found.
• Tags — type them separated by commas and press Save tags. The box suggests the tags your workspace already uses; stick to those so that filtering keeps working.
• Next steps — the pending follow-ups, each with a Done button.

Timeline — “Everything that happened”

The story of the lead, newest first, with everything woven together in one stream: activities you logged, stage and owner changes, form submissions, WhatsApp and SMS messages with their delivery status, photos and files, and follow-ups being booked and completed.

Each entry shows what it was, who did it, when, and — where one was recorded — the position, or the honest note No GPS fix. The Log activity button sits at the top of the tab.

Follow-ups

Everything scheduled for this lead: when it is due, what it is, who owns it and whether it is pending, done, missed or cancelled, with a Done button on each. Schedule books a new one.

Media — photos and files

Every photo, signature, voice note and file attached to this lead, whether from the capture form, from a WhatsApp message or added later. Tap one to see it full size. If you have permission you can remove one; removal is recorded in the history.

Messages

A table of everything exchanged with this customer on WhatsApp, SMS or email: when, which channel, in or out, the text, the delivery status and who sent it. It shows the latest few. Press Open thread for the full conversation, where you can write and where the 24-hour WhatsApp rule and the template picker live — see WhatsApp and SMS.

History — the audit tab

A table with six columns: When, Event, Field, Before, After, By. One row per field that changed. Creating, assigning, moving a stage, editing a detail, merging, deleting and restoring all leave rows here.

Open full history shows the complete record with paging and an export button. It also carries the source of each change — web, mobile, API, import — the position it was made from, and the internet address.

Merging two records for the same customer

Duplicates happen: two agents walk into the same shop, or a customer fills in the public form after being visited.

1. Open the lead you want to keep.
2. Press the three dots, then Merge another lead in.
3. Type the id number of the lead to absorb and press Merge.

The other lead's activities, follow-ups, photos and messages move across. It is then put in the bin with a pointer to the record you kept, and both histories record the merge, so nothing disappears without a trail.

If a customer asks to be removed

Administrators have two extra tools on a lead: a data-subject export, which produces everything held about that person as a file, and an erase, which anonymises the record immediately. Both are covered under Workspace settings. Do not simply delete the lead and assume that is enough — see Settings › Retention & Privacy.

Discover finds businesses you have not met yet. You say what kind of business and where, and LeadPulse looks it up on OpenStreetMap — the free, volunteer-made map of the world — and lists every match with its place on the map. It tells you which ones are already leads, which you have already looked at, and which look most worth a visit. The good ones become leads with one button.

Field agents, sales executives, sales managers and administrators can search. Watching an area is for managers and administrators. Auditors do not see the page. If Discover is missing from everyone's menu, the feature is switched off for your workspace — ask Twinfusion.

Searching

1. Open Discover. It sits in the menu just under Leads.
2. What are you looking for? Tap a kind of business. Hardware is first and already selected; the others include supermarkets, dukas, wholesalers, pharmacies, agrovets, restaurants, hotels, bars, wines and spirits, electronics, phone shops, M-Pesa agents, salons, boutiques, bakeries, butcheries and petrol stations. You can also type a name or keyword in the box underneath — Jumbo, tiles — on its own or to narrow the kind you picked.
3. Where? Three ways:
   • type an area, street or town — Kariakor, Nairobi — and press the magnifying glass or just search. Places your team has searched before are suggested as you type;
   • press Near me to use where the phone is now;
   • press Pick on map and tap the map to drop a pin.
4. Within — slide the distance from half a kilometre to 10 km. Start small in a town centre; a 10 km circle in Nairobi returns more than anyone can visit.
5. Press Search.

On a phone the list and the map share the screen: use the List / Map switch above the results. Running the same search again later shows the saved results straight away, with a Search again now link if you want a fresh look.

Reading the results

The line at the top says how many places were found and how many of them have a phone, an email or a website. Each place then gets a card with its name, what kind of business it is, the address or area, and how far it is from the centre of your search.

The number in the corner of each card is a score out of 100. It is not magic: press Why 72? under the card and every point is listed — points for a phone number, an email, a website, for being mapped as exactly the kind of business you asked for, for lying inside one of your territories, and for the kinds of business and areas that have turned into leads and sales for your team before; points off for a place someone dismissed earlier or one with no name. Sort by Best first, Nearest first or Name A–Z, and use the filters All, New, With phone, Leads and Dismissed.

Each card also has Map (show it on the map), Directions (opens your phone's maps app) and a small arrow that opens the place on OpenStreetMap itself.

Adding places as leads

1. Press Add as lead on one card, or tick several cards and press Add as leads at the top.
2. Give them to — managers and administrators choose Me, Auto-assign (workspace rules) or a named person. Field agents and sales executives are not asked: the new leads are theirs.
3. Starting stage — usually the first stage of your pipeline.
4. If some of the ticked places already look like leads, they are left out unless you tick Also add the … that already look like a lead. Leave it unticked unless you are sure they are different businesses.
5. Press Add as leads.

Each new lead carries its map pin, the source Lead discovery, and a note on its timeline saying which OpenStreetMap record it came from and when. From there it is an ordinary lead: call, visit, book a follow-up.

Dismissing, restoring and exporting

• Dismiss hides a place you do not want — closed down, wrong kind of business, not your customer. It stays dismissed for the whole workspace and scores lower if it turns up again. The Dismissed filter shows them, and Restore brings one back.
• Export CSV (for anyone allowed to export) downloads the ticked places — or, with none ticked, every place the list is showing — as a spreadsheet file with an Attribution column. Keep that column if you pass the file on.

Watching an area

A manager or administrator can ask LeadPulse to keep an eye on an area. Run a search, press Watch this area, give it a name such as Kariakor hardware, and press Watch.

• The search then runs again by itself once a day, early in the morning.
• When it finds places your team has never seen, the person who set it up gets a notification — for example 7 new hardware shops found in Kariakor — which opens the results with those places marked New. A day with nothing new sends nothing.
• The Watched tab lists every watched area with its last run. The switch pauses the daily refresh, the circular arrow runs it now, and the bin stops watching. Places already found stay either way.

Recent, Popular and Coverage

The tabs beside Results are where the page remembers what your team has done.

• Recent — your own last searches. Tap one to see what it found, without searching again.
• Popular — what your team has searched most in the last 90 days, and a What converts table: for each kind of business and area, how many places were found, how many became leads and how many were won. That table also feeds the score, so the more your team uses Discover, the better the ordering gets.
• Coverage — circles on the map for every area searched in the last 90 days. Blank space is ground nobody has looked at yet.

When the search says the map service is busy

OpenStreetMap's search services are free and shared by the whole world, and they protect themselves when they are busy. If you see The free map service is busy, wait a minute and search again; nothing you already found is lost. Each person can run up to 60 searches an hour. Only the kind of business and the area you searched are ever sent to the map service — never your leads, your customers or who you are.

Business data from © OpenStreetMap contributors, available under the Open Database Licence. The same line appears under every list of results and in the corner of the map, and it travels with every lead and export made from them.

An activity is a record that something happened with a customer. It takes twenty seconds and it is the single habit that makes the rest of LeadPulse work.

Logging one

1. Open the lead and press Log (it is also on the Timeline tab as Log activity).
2. Under What happened? choose the kind: Call, Visit, Meeting, WhatsApp, SMS, Email or Note.
3. Choose an Outcome. The list changes to suit the kind you picked (see the table below).
4. Type the Duration in minutes if it matters — useful for calls and meetings.
5. When is already filled in with now. Change it if you are writing up something from this morning.
6. Write Notes: what was said, and what the next step is. Up to 5,000 characters.
7. Set the Direction: We reached out, They reached us, or Not applicable.
8. Watch the GPS badge. For a visit, wait for it to turn green before you save.
9. Press Log it.

The outcomes, and what they are for

Outcomes are not decoration. wrong number and address wrong are how bad data gets found and fixed; callback and no answer drive the call-back lists; met versus not available is the difference between a productive day and a wasted one on the agent performance report.

Why a visit records where you were

When you log a visit, LeadPulse saves your position with it and works out how far that was from the pin on the lead. This is what makes the Agent field trail report and the Visits logged map layer possible.

First contact, and the clock that is running

The first time anybody logs a call, email, SMS, WhatsApp, visit or meeting on a lead, LeadPulse stamps it as first contacted and records how many minutes passed since the lead arrived. That single number drives the Response time report, the 24-hour target on every dashboard, and the First-response SLA breached alert.

A Note does not count as contact — it is you writing something down, not you speaking to the customer. If you called and left a voicemail, log it as a Call with the outcome voicemail.

What a good note looks like

Weak: “Called.”

Strong: “Spoke to Dennis, the owner. Two tills, currently on a manual book. Wants M-Pesa push and eTIMS. Budget is the problem — he expected around KES 1,500 a month. Agreed to send pricing today and call back Thursday morning.”

The second one lets any colleague pick the lead up and sound informed. The first one wastes everyone's time.

Removing an activity

Activities can be removed by the person who logged them (and by managers and administrators for anyone's). Removal is itself recorded, so use it for genuine mistakes — logging on the wrong lead — and not for tidying up a day you would rather nobody saw.

The entries you did not write

The timeline also fills itself in. Stage changes, ownership changes, form submissions, follow-ups being booked and completed, and inbound and outbound WhatsApp and SMS messages all appear as activities automatically. You never have to log those by hand, and you should not — log the conversation, not the software's own bookkeeping.

A follow-up is a promise with a date on it. Every conversation should end with one. If it does not, the lead goes quiet, and quiet leads are how money is lost.

Booking one

1. Open the lead and press Follow up.
2. Choose the Type: Call, Visit, Email, Meeting, WhatsApp, SMS or Other.
3. What needs doing? — a short title. Leave it blank and LeadPulse names it from the type and the customer, for example Call back — Upendo Supermarket.
4. When is required. Use the date picker, or one of the shortcut buttons: In 3 hours, Tomorrow 9am, In 3 days, Next Monday.
5. Set the Priority — low, normal, high or urgent — and the expected Duration in minutes (30 by default).
6. Remind me: no reminder, 15 or 30 minutes, 1 hour or 1 day before. 30 minutes is the default.
7. Owner: leave it as Whoever owns the lead, or hand it to a named colleague.
8. Add Notes — anything the person doing it should know.
9. Press Schedule.

The four queues

Follow-ups in the menu shows four tabs. The number on the menu entry is how many are due or late.

Filter by Search, Owner, Type and Priority, and export the queue to CSV, Excel or PDF. Field agents see only their own; managers and administrators see everybody's and can filter by person.

The calendar

Press Calendar for a month or week grid with every follow-up on its day. Today jumps back to now, and the Owner filter narrows it to one person. This is the fastest way to see that Thursday is empty and Friday has eleven things on it.

Completing one

1. Press Done on the follow-up — in the queue, on the calendar, or on the lead.
2. Pick the Outcome.
3. Type the Duration in minutes.
4. Write Notes: what happened, and what you agreed next.
5. For a visit, wait for the GPS badge to turn green — completing a visit stores where you were, so the visit can be verified later.
6. Press Mark complete.

Completing a follow-up automatically writes a matching activity on the lead. You do not log it twice.

Rescheduling

1. Press Reschedule on the follow-up.
2. Pick the new date and time.
3. Type a short reason — optional, but it is kept on the record and it is what a manager reads.
4. Press Move it.

The original is kept, marked rescheduled, and a new one is created. The trail therefore shows how many times something has slipped, which is exactly the point. Rescheduling honestly is always better than letting it go overdue.

Reassigning

Managers and administrators can hand a follow-up to somebody else: press Reassign, pick the new owner, press Reassign again. The new owner is notified and the change is on the record. Use this when an agent is on leave or a territory changes hands.

Cancelling

Cancel closes a follow-up that no longer needs doing — the customer bought elsewhere, the shop closed. Cancelled is not the same as done and does not count towards your compliance figure. If the lead is deleted, its pending follow-ups are cancelled automatically.

The 48-hour rule

So if you cannot do something on the day: reschedule it. Rescheduling is neutral. Silence for two days is not.

Reminders and notifications

You are told when a follow-up is coming due and when it goes overdue, in the app, by push notification, and by email or SMS if you have asked for those. Choose which on My profile › Notifications. SMS is deliberately limited to the time-critical events — follow-up due, follow-up overdue and lead assigned — because it costs money to send.

Seeing follow-ups in your own calendar

Every person has a private calendar feed link on My profile › Calendar (and under Settings › Integrations). Add it to Google Calendar, Outlook or your phone as a subscribed calendar and your pending follow-ups appear alongside your other appointments, refreshing on their own. It is read-only: changing the entry in your calendar does not change the follow-up in LeadPulse.

Messages is where you talk to customers on WhatsApp and SMS. (Talking to colleagues is Team chat — a different menu entry, and nothing there ever reaches a customer.)

The inbox

Four counters at the top: Conversations, Unread, Unmatched and Today. Below them, two tabs: Conversations and Unmatched.

Each conversation row shows the customer, when the last message was, the text of it, the channel, the owner of the lead, and how many messages there are. A red number means unread.

Filter by Search (name, number or the words in a message), Channel (WhatsApp, SMS, Email, Call), Unread only, and a date range. Export this view downloads what you are looking at as CSV, Excel or PDF.

A conversation

Click a row. You get the familiar chat layout — the customer's messages on one side, yours on the other, grouped by day, with the time under each. Outgoing messages show their delivery state: sent → delivered → read, or failed with the reason. Open lead jumps to the full record.

To send: pick the channel, type in the box and press the arrow. Messages are queued and go out within a minute, and each one is logged on the lead's timeline.

The 24-hour WhatsApp rule

When the window is shut, LeadPulse shows an amber notice at the top of the send box: The 24-hour WhatsApp window is closed. Send an approved template to re-open the conversation, or switch to SMS. You then have three choices:

1. Send a template. Pick one from Approved template. If it has blanks, a Template values box appears — type the values separated by a | character, and a preview shows what the customer will receive.
2. Switch to SMS. Press the SMS pill. SMS has no window, but it costs money per message and has no pictures.
3. Call them instead. Often the fastest answer.

The moment the customer replies to your template, the 24-hour window re-opens and you can write freely again.

Templates are created and approved in your company's Meta WhatsApp account, not in LeadPulse. An administrator presses Sync templates under Settings › Integrations › WhatsApp to pull the approved list in. If the picker is empty, that is the reason.

What happens when a customer writes to you

1. LeadPulse tidies the number into its international form and looks for a lead with that number.
2. If it finds one, the message is added to that lead's timeline and its conversation, any picture or document is saved to the lead's Media tab, and the owner and the sales managers are notified.
3. If it finds nobody, the message goes to the Unmatched tab.

The unmatched inbox

Unmatched means somebody messaged your business number and LeadPulse does not know who they are — a referral, someone who saw a flyer, or an existing customer writing from a second number.

1. Open the Unmatched tab. The red count on the inbox tells you when there is anything here.
2. Read the message and press Link.
3. Either choose the existing lead this person belongs to and press Link to lead, or press Create lead to make a new record from the number.

Either way the whole conversation moves onto that lead and stops being unmatched.

Administrators can switch on Create a lead automatically when an unknown number messages us under Settings › Integrations › WhatsApp. That empties the unmatched tab by itself, at the cost of some junk leads.

SMS

SMS works the same way from the same box: pick the SMS pill and type. There is no 24-hour rule and no templates. Your administrator connects a provider — Africa's Talking, Twilio or a generic gateway — and the cost of each message is recorded where the provider reports it, so the Messaging volumes report can show you what you are spending.

Good habits

• Say who you are in the first message. “Hello Dennis, this is Kimani from Saify POS.”
• Answer inside the 24 hours. Replying on day three costs you a template and looks careless.
• Write the price, the date and what you promised into the message, so the thread is its own record.
• If the conversation moves to a phone call, log the call as an activity — the message thread will not show it.
• Never send a customer's details to another customer. Everything here is on the record with your name on it.

Team chat is for talking to the people you work with. It sits inside LeadPulse so that a question about a customer can be answered next to that customer's record.

The tabs

• All — everything you are part of.
• Direct — one-to-one conversations.
• Groups — named groups you created or were added to.
• Leads — conversations attached to a particular lead.
• Teams — conversations for a whole team.
• Archived — conversations you have put away.

The search box at the top searches conversations and the words inside them.

Starting a direct conversation

1. Search for the person's name in the box at the top of the list.
2. Press their name.
3. Type and press send.

Creating a group

1. Press New group.
2. Give it a name people will recognise, such as Nairobi Field Team.
3. Tick the colleagues who should be in it — the list shows each person's job title.
4. Press Create group.

Inside a group you can add more people later, and you can leave a group you no longer need. Archiving a conversation hides it from your list without deleting anything; it comes back if somebody writes in it.

Announcements

Administrators see an Announce button. It posts a message that everybody in the workspace receives and nobody can reply to. Use it for things everyone must read — a price change, a new form, a deadline — and not for conversation.

Writing, editing, reacting

• Type in the box at the bottom and press send.
• Mention a colleague with @ and their name. They get a notification even if they had muted the conversation.
• You can edit or delete your own messages. An edited message is marked as edited.
• You can react to a message with an emoji.
• Conversations update live, and the number on the Team chat menu entry is your unread count.

Sharing a lead with a colleague

You can drop a customer's record into a chat as a small card showing the business, the stage, the phone number, the area and who owns it — so the other person does not have to go hunting for it.

1. Open the lead you want to share. From the lead list you can also press the ⋮ menu on its row and choose Share to chat, which opens the lead with the next step ready.
2. Press Share to chat at the top of the lead, next to Call, Log and Follow up.
3. The share panel opens. Pick where the card should go: any conversation you are already in — a direct conversation, a group such as Nairobi Field Team, a team conversation — or a colleague you have not messaged yet, which starts a direct conversation with them. Type in the search box to narrow the list.
4. Add a message if you want — “this one is in your patch, they asked for eTIMS”.
5. If you picked a one-to-one conversation or a colleague, and you are allowed to assign leads, Also hand over this lead to … becomes available and names the person. Ticking it makes them the owner at the moment the card arrives, and the lead's history records the reassignment.
6. Press Share lead. You stay on the lead, and a message at the bottom of the screen confirms it was sent.

In the chat, the card carries two buttons: Open lead and Assign to me. The second one lets the colleague take ownership themselves — the history then records it as Claimed from chat, so the hand-over is on the record either way.

You can only share a lead you are allowed to open, and only into conversations you are part of. Someone in the conversation who is not allowed to open that lead sees that a lead was shared, but not its details.

What belongs in chat and what does not

• In chat: “Has anyone been to this shop before?”, “I am running late for the Westlands demo”, handing a lead over.
• Not in chat: anything a future colleague will need. If a customer said something important, it belongs on the lead's timeline as an activity — chat is not searched by reports and nobody reads it in six months' time.

A form is the set of questions your agents answer when they capture a customer, and the same questions a member of the public answers on a link or on your website. Building one needs no programming. Administrators build forms; managers, agents and auditors use them.

Creating a form

1. Open Forms and press New form.
2. Pick a starting point — one of the ready-made templates, or Blank.
3. Give it a name your team will recognise and press create. You land in the builder.

The Forms list shows every form with its status (Draft, Published, Archived), its version, how many submissions it has, whether it has a public link, and when it was last used. Each row has Build, Fill, Submissions, Settings, Versions, Preview, Open public link, Duplicate and Archive.

The builder

Three columns, and five tabs along the top.

• Left — the palette. The kinds of question you can add.
• Middle — the canvas. Your form. Drag questions to reorder them, drag a new one in from the palette, click one to select it.
• Right — properties. Everything about the selected question.

The tabs are Build, Logic, Mapping, Settings and Versions. The buttons are Preview, Save draft and Publish. Your work is also saved as a draft automatically every 30 seconds — but press Save draft before you walk away.

On a computer, Delete removes the selected question and Ctrl+D duplicates it.

Every kind of question

Basic

Choice

Each option has a stored value and a label. Change the label freely — that is what people read. Changing the stored value after the form is live breaks the link with answers already collected, so avoid it.

Date & time

Date, Time and Date & time. All use the phone's own picker. Dates are stored plainly; date-and-time values are stored in UTC and shown in your time zone.

Field capture — the ones that make LeadPulse different

Advanced

Layout

Section heading (a title and a sentence of explanation), Divider (a line) and Rich text (a block of formatted words — terms, instructions, a warning). None of these collect an answer.

The properties of a question

• Label — what the person reads. Write it as you would say it out loud.
• Field key — the short internal name, lower case with underscores, such as business_name. It appears in exports, in the report builder and in the API. Once the form is published, do not change a key. Renaming it creates a new field and the answers already collected stay behind under the old name.
• Placeholder — grey example text inside the empty box.
• Help text — a line under the question. Use it for the thing agents keep getting wrong.
• Required — the form will not save without it. Be sparing; a form that will not save is a lead that does not get captured.
• Width — full, half or a third, so short answers can sit side by side.
• Default — a starting answer.
• Show in the list — include this answer as a column in the leads table and in exports.
• Searchable — let the top search box find leads by this answer.
• Unique — refuse an answer another lead already has.

Conditional logic

Logic is what stops a form asking irrelevant questions. Open the Logic tab and press Add rule. A rule reads like a sentence:

When all of: Using any POS? is Yes  →  then Show field If Yes, any challenges? and Make required the same field  →  otherwise Hide field and Make optional.

The two ways to join conditions

All means every condition must be true. Any means one is enough. You can nest one level.

Every comparison you can make

Everything a rule can do

Mapping — connecting answers to the lead

A lead has a handful of standard fields that the whole system understands: name, email, phone, company, job title, address, city, deal value, priority and tags. The Mapping tab says which of your questions fills each one.

• Name is compulsory. You cannot publish a form without telling it which question is the lead's name.
• Map the phone if you ever want to WhatsApp or SMS these leads.
• Map the address or the GPS question so the lead lands on the map and inside a territory.
• Mapped answers are stored twice — in the standard field and with the rest of the form answers — so exports stay consistent whichever way you pull them.
• Everything you do not map is still saved and is still available in the report builder and in exports.

The form's own settings

Press Settings in the builder, or Settings on the forms list.

Identity

Name, description, category, an accent colour and an icon. The colour and icon are what agents see on the capture screen, so make forms easy to tell apart.

GPS capture

• Capture a GPS fix with every submission — leave this on.
• Refuse the submission without a fix — the form will not save until the phone knows where it is. Strong medicine: use it where proof of presence matters, and expect agents to complain in basements.
• Offer a map pin-drop when GPS is unavailable — the safety valve for the setting above. Leave it on.
• Minimum accuracy (metres) — when a fix is required, anything worse than this is refused. 100 is a sensible figure; 0 turns the check off.

Consent and duplicates

• Show a consent checkbox with your own wording, and whether agreement is required to submit. The exact words the person saw are stored with the date and the internet address, as your evidence.
• Treat as a duplicate when these match — phone, email, name or company, in any combination.
• When a duplicate is found — Save the lead and flag it (the usual choice), Refuse the submission, or Do not check.

After submission

• Success message — what the person sees when it saves.
• Redirect URL — send them to your own thank-you page instead.
• Notify these addresses — email addresses, separated by commas, that get a message on every submission. Managers are notified in the app regardless.
• Assign new leads to — a fixed person, or leave it blank to use the workspace assignment rule.
• Default tags — tags every lead from this form receives.

Category routing — letting one answer decide what happens next

Some forms ask a question whose answer should steer the lead: Is this prospect potential, a follow-up, or not interested? Category routing makes that answer do the work. When a submission creates a new lead, the answer can put the lead straight into the right pipeline stage and book its first follow-up, so nobody has to do it by hand afterwards.

1. In the builder, open the Settings tab and scroll to Category routing.
2. Route new leads by — pick the question. Only questions with a list of options are offered. No routing turns it off.
3. A box appears for each option of that question. For each one choose:
   • Stage — where the lead should land, or Leave where it lands.
   • Lost reason from — offered when the stage is a lost one: which question holds the reason, so it is recorded on the lead.
   • Follow-up — tick Book a follow-up for the capturing agent, then set Due date from (a date question on the form, or none and a number of Days ahead if no date), At (local time), Action from (a question whose answer decides the kind of follow-up) or a fixed Type, the Priority and a Reminder in minutes before.
4. Save the draft and publish, as for any other change.

The rule works the same wherever the submission comes from: an agent capturing on the website, the public link, an embed on your website, the API, and the Android app when it syncs. It runs once per lead, at the moment the lead is created. Moving the lead on afterwards is never undone by it, and a rule that cannot be applied — a stage that was deleted, say — is skipped rather than stopping the save.

If you change a question's field key, the rule follows it. If you delete the question a rule depends on, the box says so in red; if you remove one of its options, the rule for that option is listed with a Remove button. Saving the form from the builder keeps the rule, including the parts this screen does not show.

Preview, publish and versions

1. Press Preview. The form opens in a window exactly as agents and visitors will see it, with a Desktop / Mobile switch. Nothing you type in the preview is saved.
2. Fill it in as an awkward customer would. Try leaving things blank. Try every branch of your logic.
3. Press Publish.

Publishing raises the version number, takes a permanent snapshot of the form as it is at that moment, and makes it live for agents, the public link and the mobile app.

The Versions tab lists every publish with its date and note. Preview shows what that version looked like; Restore copies it back into your draft, which you then publish again as a new version. Nothing is overwritten.

Public links, QR codes and websites

The public link

On the form's settings page, tick Anyone with the link can submit. A web address appears — press Copy. Anybody with that link can fill the form in without signing in, and the lead arrives with the source Public form.

• Rotate the link replaces the address. The old one stops working immediately. Use it if a link has been posted somewhere you did not intend.
• Public submissions are limited to 30 an hour from one visitor and 500 a day for the form, are checked with a hidden trap field, and must take at least three seconds to fill in. Real people never notice; automated spam does.

The QR code

A QR code for the public link is shown on the same screen. Print it on a flyer, a banner, a site board or a business card: a customer points their camera at it and the form opens on their phone. Print it large enough to scan from a metre away, and test it with a phone before you send it to the printer.

Putting the form on your website

1. Tick Allow this form to be embedded.
2. In Allowed domains, list the websites that may show it, separated by commas — example.co.ke, www.example.co.ke. Anywhere else is refused, so nobody can put your form on their own site.
3. Copy the Snippet — one line beginning <script src=….
4. Give it to whoever looks after your website and ask them to paste it where the form should appear.

The form then appears inside your page, resizes itself to fit, and the leads arrive with the source Embedded form.

Anti-spam and the ingest API

• Captcha on the public form — None (the hidden trap and the timing check only), Cloudflare Turnstile or hCaptcha. The keys come from Settings › Integrations.
• Accept submissions through the ingest API — lets another system of yours post leads into this form directly. Your developer will want docs/API.md; nobody else needs this.

Duplicating and archiving

Duplicate makes a draft copy with its own new public link — the right way to build next season's form without touching this season's. Archive takes a form out of the capture list and closes its public link, while keeping every submission it ever collected.

Advice from forms that worked

• Count the questions. An agent standing in a shop doorway will finish eight. They will abandon twenty-five.
• Ask the name and the phone number first. If the conversation is cut short you still have a lead.
• Prefer choices to typing. Lists are faster on a phone, and they can actually be reported on; free text cannot.
• Use pages. Three short pages feel quicker than one long one, and the progress bar keeps people going.
• Mark required only what you truly need. Everything else is a reason for the save to fail in front of a customer.
• Fill it in yourself outdoors, on a real phone, before you publish it.

A submission is one filled-in copy of a form: the answer sheet. A lead is the customer record it created. They are not the same thing, and knowing the difference saves a lot of confusion.

Finding submissions

Open Forms and press Submissions on the form you want. Four counters at the top: Total, Last 7 days, Geotagged (how many carried a position) and Became leads.

Filters:

• Search answers — finds text in any answer, or in the recorded address.
• From and To — the date it was received.
• Source — Agent, Public link, Embed, API or Import.
• Submitted by — which colleague.
• GPS — Geotagged or No fix.

The table shows one row per submission with the answers to the questions the form marks as list columns, the source, the GPS accuracy and a link to the lead it created.

Reading one submission

Click a row. You get:

• Every question and every answer, including the ones that are not list columns.
• Which version of the form it was answered on — so you know what the questions actually said at the time.
• Where it was captured, how accurate the fix was, and how long it took to fill in.
• Any photographs, signatures, voice notes and files attached.
• Who submitted it, from what — website, agent app or the public link — and when.
• The consent record, if the form asked for consent: the exact wording, the date and the internet address.

Exporting submissions

Export as CSV, XLSX or PDF downloads what the filters are showing, one row per submission, one column per question. This is the fastest route from a field survey to a spreadsheet you can pivot. For more control — choosing exactly which columns, grouping, or scheduling it by email — use the report builder instead; see Reports.

How the form itself is performing

Reports › Form submission stats answers: is this form working? It shows, per form, how many submissions, how many became leads, the conversion, the percentage that carried a GPS fix, how many were blocked as spam, how many were duplicates, the average time taken to fill it in, how many agents used it and when it was last used.

• GPS coverage well below 100% — agents are filling the form in later, somewhere else, or location permission is off on some phones.
• Average fill time climbing — the form has grown too long.
• Duplicates climbing — the same shops are being visited twice; check territories and assignment.
• Spam on a public form — turn on a captcha under the form's settings.

Reports opens the catalogue: fifteen ready-made reports grouped into Executive, Pipeline, Team, Acquisition, Field and Audit, plus a builder for anything they do not cover. Field agents see only their own numbers; managers, administrators and auditors see everybody's.

The filters, which are the same everywhere

Set them once at the top of the catalogue and every report you open starts pre-filtered. Inside a report, change them and press Apply.

• Period — Today, Yesterday, Last 7 days, This week, Last week, Last 30 days, This month, Last month, Last 90 days, This year, All time, or a custom From and To.
• Agent and Team.
• Form, Stage, Status, Source, Territory and Tags.

Every report, and the question it answers

Executive

Pipeline

Team

Acquisition

Field

Audit

Working with a report on screen

• Headline numbers first, then charts, then the table the charts were drawn from. If charts do not load — no JavaScript, a slow connection — the table is still there with exactly the same numbers.
• Print view opens a clean version for printing or saving as PDF.
• Export offers CSV, Excel, PDF and JSON; the geographic reports add GeoJSON and KML.

The custom report builder

Press Report builder on the catalogue. Three numbered steps.

1. Data

Choose the entity: Leads, Activities, Follow-ups, Form submissions, Lead history, Messages, Media or Audit log. Then tick the columns you want. They are grouped — Lead, Contact, Pipeline, Acquisition, People, GPS, Timeline — and for Leads and Submissions there is a group for every question on every one of your forms. There is a search box above the list, and All / None buttons.

2. Filter, group and sort

The same period, agent, status, source, form, stage, territory and tag filters as everywhere else, plus a free text search. Then:

• Group by — pick a column and the report collapses into one row per distinct value with counts. Leave it as No grouping for row-by-row detail.
• Sort by — any column.

Press Run report. The answer appears below with the same export buttons as any other report.

3. Save and schedule

1. Give the report a name people will understand.
2. Choose a Schedule: Manual only, Daily, Weekly or Monthly.
3. Choose the Emailed format the recipients should receive.
4. List the Recipients, separated by commas. They do not need LeadPulse accounts.
5. Tick Share this report with everyone if colleagues should be able to run it too.
6. Press Save report.

Saved reports are listed on the catalogue under Saved & scheduled reports with their entity, schedule and last run, and a Run button. Scheduling needs the schedule reports permission, which administrators and managers have.

The weekly summary email

Once a week LeadPulse builds the executive summary for the previous week, emails it as a PDF to the people who have asked for it, and posts Weekly summary ready in the bell. Past weeks are listed at the bottom of the reports catalogue under Weekly summaries. Choose whether you receive it on My profile › Notifications.

You can download almost anything you can see. Small downloads arrive immediately; large ones are built in the background and you are told when they are ready.

Three places to export from

1. The Export button on a list — leads, follow-ups, messages, submissions, the activity log, the audit log, conflicts, users, webhook deliveries. It downloads exactly what your filters are showing.
2. The Export button on a report — that report, with its current filters.
3. The export centre, Exports in the menu — for big jobs, for media, and for the record of what has been downloaded.

The export centre

Four counters at the top: Queued, Processing, Ready and Failed.

1. Under New export, choose What to export: Leads, Activities, Follow-ups, Form submissions, Lead history, Messages, Media or Audit log.
2. Choose the Format. The list changes to the formats that make sense for what you picked.
3. Set the Period, the Agent, a From and To, the Lead status and the Form as needed.
4. Tick Queue it in the background even if it is small if you would rather not wait.
5. Press Create export.

Under 5,000 rows downloads straight away. Anything larger is queued, and you get a notification with a download link when it is finished. The Export history table below shows every job with its status, and you can filter it by status.

Which format to choose

Looking at your field data on a real map

1. Open Reports › Agent field trail (or Geo coverage, or the leads list).
2. Set the agent and the dates you care about.
3. Press Export and choose KML.
4. Go to Google My Maps, create a map and import the file.

You now have the route, or the coverage, on a map you can share with anybody.

Handling exported data carefully

Auditors can export only when your administrator has enabled it for the workspace; field agents cannot export at all. This is deliberate.

If you already keep customers in a spreadsheet, bring them in rather than typing them again. Leads › Import takes a CSV or an Excel file of up to 20,000 rows. Managers and administrators can import; field agents cannot.

Preparing the spreadsheet

• The first row must be the column headings.
• Every row needs at least a name. Rows without one are rejected.
• One customer per row. If your sheet has one row per visit, summarise it first.

These headings are recognised automatically, so use them if you can:

Anything else can be matched by hand in the next step, including the custom questions of one of your forms.

Running the import

1. Open Leads › Import.
2. Press Choose a .csv or .xlsx file and pick your file.
3. Optionally choose Match to a form. Pick one of your forms and you can also map columns onto that form's own questions; leave it blank for the standard fields only.
4. Press Continue to mapping.
5. On the mapping screen, each of your columns is shown with what LeadPulse thinks it is. Correct anything wrong, and set columns you do not want to Ignore.
6. Check the preview rows carefully. This is the last easy moment.
7. Press the run button.

The import runs and the Recent imports table shows its state — Awaiting mapping, Processing, Done or Failed — with how many rows were created, skipped and rejected, and why. That table can be exported.

What the importer does

• Duplicates are skipped by default. A row whose email address or phone number already belongs to a lead is not imported again.
• Every imported lead is marked with the source Import, so you can always tell them apart from leads your team captured, and filter them out of a field performance report.
• Owners are set from your assignment rule unless the sheet has an Assigned to column with a matching agent email address.
• No GPS unless you supply it. Imported leads have no map pin unless the sheet had latitude and longitude columns.
• Everything is recorded: each lead's history says it was created by an import, and the import itself is in the audit log.

Afterwards

1. Filter the leads list by Source = Import and check twenty of them by eye.
2. Look for names in the phone column and phone numbers in the name column — the classic sign of a mapping mistake.
3. If it went badly wrong, select the imported leads and delete them in bulk, fix the sheet, and import again. Deleted leads sit in the bin, so this is recoverable — until the retention policy purges them.
4. Assign them properly, tag them so you can find them later, and give them a stage that is honest. A thousand imported contacts sitting in New is not a pipeline.

Other ways leads arrive

• A public form link — the simplest way to collect leads from an advert or a flyer. See Building a capture form.
• A form embedded in your website.
• WhatsApp — an unknown number that messages you can become a lead in one press, or automatically. See WhatsApp and SMS.
• The API — for another system of yours to post leads in directly. Your developer will want docs/API.md.

LeadPulse watches your pipeline for you and raises an alert when something crosses a line you have set — leads sitting with no owner, nobody calling a new lead, follow-ups piling up. Administrators, managers and auditors see Alerts in the menu.

How an alert works

1. A check runs on a schedule and measures something — for example, how many open leads have no owner.
2. If the measurement reaches the threshold, an alert is raised and the people you nominated are notified.
3. It will not nag: it re-notifies at most once per cooldown period.
4. When the measurement falls back under the line, the alert resolves itself. You do not have to tidy up after a problem you fixed.

The alerts screen

Counters at the top: Open (nobody has picked these up), Acknowledged (somebody owns them), and how many are Critical and High. Tabs: Needs attention, Open, Acknowledged, Resolved and All.

Each alert shows a plain-language title — “Juma Hassan is 6 follow-ups behind” — a sentence of explanation, the severity, how many times it has been seen, the measurement against the threshold (6 / threshold 5) and when it last fired. Filter by text, severity and type, and export to CSV, Excel or PDF.

Two buttons on each:

• Ack — “I have seen this and I am dealing with it.” Your name goes on it and it stops shouting.
• Resolve — “This is dealt with.” Use it when you have fixed the underlying problem. If you have not, the next check will raise it again, which is the correct behaviour.

What LeadPulse watches

Tuning the rules

Administrators open Settings › Alert rules, or press Rules on the alerts screen. Each rule has:

Each rule also prints when it was last evaluated and last fired, which is how you tell “no problems” apart from “not running”.

The daily digest

Once a day, LeadPulse collapses everything into one message: how many follow-ups were abandoned, how many are still overdue, how many alerts are open. It appears in the bell and, if you have asked for it, in your email. Turn it on or off under My profile › Notifications → Daily digest. For most managers this one message replaces going looking for problems.

Settings is where an administrator decides how this workspace behaves. Sales managers see Territories only; everything else on this page is for administrators. Every change here is written to the audit log with your name on it.

The tabs are General, Pipeline, Assignment, Territories, Webhooks, Integrations, Retention & Privacy, Tags, Alert rules and Audit log.

General

Four counters first: leads, people, forms and storage used. Then three blocks.

Workspace

• Workspace name — what your team and your public forms show.
• Billing / main contact, contact email and contact phone.
• Brand colour — used on badges, buttons and the header of your public forms.

Locale

• Time zone — everything is stored in UTC and displayed in this zone. For a Kenyan team, Africa/Nairobi.
• Currency — KES, USD, EUR, GBP, UGX, TZS, RWF, ZAR, NGN, AED or INR.
• Date display — 21 Sep 2026 14:05, 21/09/2026 14:05, 2026-09-21 14:05 or Sep 21, 2026 2:05pm.
• Language — a two-letter code, optionally with a region: en, en-KE, sw.

Security

The two-factor policy for everybody in this workspace:

• Off — nobody is prompted.
• Optional — each person decides for themselves.
• Required — everyone must enrol.

Plan

Your plan, status, workspace id and creation date, shown for reference. Plan and quota changes are made by Twinfusion support, not from this screen.

Pipeline

The pipeline is the list of stages a lead moves through. It is yours to shape — the names, the order, the colours and the expected pace.

Three counters: how many stages, how many leads are in the pipeline, and how many are past SLA, with a line naming the stages where they are sitting.

Each stage row has:

Drag the stages by the handle to reorder them — that order is the order on the board and in every filter. Press Add stage for a new one, and Save pipeline when you are done.

Assignment rules

This decides who owns a brand-new lead. One rule is marked as the default and is used unless a form names a specific owner.

Each rule also has:

• Agent pool — tick the people it may choose from. Leave everything unticked and it uses every active field agent and sales manager.
• Fallback owner — who gets the lead when the strategy finds nobody, for example a lead that falls outside every territory. Set this; the alternative is a lead nobody owns.
• Active, and Use this rule for new leads.

At the bottom, Current workload shows open leads, leads assigned today and overdue follow-ups per person — the same numbers the load-balanced strategy reads. Deleting a rule never changes leads it has already assigned.

Territories

A territory is an area you draw on a map, with a manager, some agents and a colour.

1. Press New shape.
2. Click the map to drop a corner, then keep clicking around the edge of the area. Undo point removes the last one.
3. Close the shape by clicking the first point again.
4. Give it a Name people will recognise — Westlands & Parklands.
5. Pick a Colour.
6. Choose a Manager.
7. Tick the agents in this territory. The territory assignment rule hands new leads to the first available agent here.
8. Leave Re-check existing leads against this boundary ticked so leads already captured are stamped with the territory too.
9. Press Save territory.

Saved territories are listed with their centre point, manager, number of agents and number of leads. Click one on the map, or press Edit, to change its shape.

Tags

Tags are free labels you stick on leads: hot, referral, price-sensitive, demo-booked. You can filter and report on them.

• Add a tag — type the name and choose a colour. Lower case with dashes instead of spaces; the picker tidies up what you type.
• Rename — change the name in the table and save. Every lead carrying it is updated.
• Delete — removes it from every lead. The counters show how many leads use each tag, so you can see what is dead before you remove it.

Keep the list short. Ten tags everybody uses are worth more than sixty that three people invented. The counters at the top show the total, the number of tagged leads and how many tags are unused.

Integrations

Every credential on this page is encrypted before it is stored and is never displayed again.

Webhooks

A webhook tells another one of your systems, in real time, that something happened here. This is a technical feature — set it up with whoever looks after the receiving system.

1. Give it a Name and the Endpoint URL. It must be a public HTTPS address; private and loopback addresses are refused.
2. Tick the Events to send: everything, or any of lead created, updated, assigned, stage changed, status changed, deleted, merged; activity logged; follow-up created, completed, overdue; form submitted; inbound message received; message delivery status; export ready.
3. Leave Active ticked and press Create webhook.

Every request carries a signature header your developer can check, plus headers naming the event, the delivery and the timestamp. Failed deliveries are retried at 1 minute, 5 minutes, 30 minutes, 2 hours and 12 hours; twenty consecutive failures switch the webhook off. Deliveries shows the recent attempts and their responses.

Retention & Privacy

How long LeadPulse keeps things, and the tools for a customer who asks to be forgotten.

Lead retention

• Purge deleted leads after (days) — how long a lead stays in the bin. 30 by default.
• Anonymise inactive leads after (days) — optional; leave it blank to never anonymise records that are still live.
• Anonymise before the hard delete — recommended, and on by default. The personal details are stripped first and the counting records are kept, so your historical numbers do not change when old leads are cleared.

Logs, media and exports

• Delete unconfirmed uploads after — 7 days.
• Keep request logs for — 30 days.
• Keep audit logs for — 365 days. Your own compliance rules may demand longer.
• Keep real-time events for — 7 days.
• Keep sync keys for — 90 days.
• Keep generated exports for — 7 days.
• Blank message bodies after — optional; leave blank to keep WhatsApp and SMS text for as long as the lead exists.

Data-subject rights

1. Open Settings › Retention & Privacy and press Data-subject tools.
2. Search by email address or phone number. Every matching lead in the workspace is listed.
3. To answer “what do you hold about me?”: export everything as a file and a branded PDF, and send it to the person.
4. To answer “delete me”: press the erase button, read the sentence telling you how many records will be affected, type ERASE to confirm, and press Erase permanently.

Erasing removes the name, email, phone, address, GPS, form answers, message text and media immediately. The history rows stay, without the personal data, so your counts and your audit trail survive. Every export and every erasure is written to the Request log on the same page, which is your evidence that you did what was asked.

Consent records

Settings › Consent records lists every time somebody agreed to a consent box on one of your forms: who, when, from what address, and the exact wording they saw.

The audit log

Settings › Audit log records the things that are not lead data: sign-ins, exports, settings changes, integration changes, user changes, workspace provisioning. Each row has the time, the action, who did it, a plain-language description, and a View for the full detail. Filter by text, by action, by person and by date, and export to CSV, Excel or PDF. Auditors can read it; nobody can change it.

Lead data changes are recorded separately, on each lead's History tab and in Reports › Lead history audit.

Users is where administrators add people, give them a role and take access away again. Everything on this page is recorded in the audit log.

Inviting somebody

1. Open Users and press New user.
2. Full name and Email address — both required. The email is how they sign in and where the invitation goes.
3. Choose the Role — see the table below. Field Agent is the default.
4. Phone number — used for SMS and WhatsApp notifications. Write it in full international form, +254 7xx xxx xxx.
5. Job title — shown next to their name around the system.
6. Reports to — their manager. This drives the Reporting lines choices in the reports' Team filter. Teams themselves are set up under Settings › Teams — see Teams and the Sales Executive.
7. Daily lead capacity — their target for a day, used by the load-balanced assignment rule and shown on the team leaderboard.
8. Press Send invitation.

An email goes out immediately with a secure link. They choose their own password; you never see it and never need to. Until they accept, their status shows as Invited.

Managing people

The list shows each person's name, email, job title, role, who they report to, status, whether two-step sign-in is on, and when they were last seen. Filter by name, role and status, and export to CSV, Excel or PDF.

• Edit — change name, role, phone, job title, manager or capacity.
• Suspend — stops them signing in immediately, and keeps everything they own. This is what you do the moment someone leaves. Activate reverses it.
• Reset two-step sign-in — for someone who has lost their phone and their recovery codes. They enrol again the next time they sign in. The reset is audited with your name on it.

The six roles

Exactly who can do what

Tick means yes. This table is the real permission list the software uses, not a summary. Wherever the Sales Executive column says team, it means their own work plus their team's — never another team's.

What “their own leads” means exactly

A field agent sees a lead if it is assigned to them or if they created it. That is enforced everywhere — in the list, on the board, on the map, in search, in reports, in exports and in the mobile app — not just by hiding buttons. An agent cannot reach another agent's customer by guessing a web address.

So when an agent says “I cannot find the lead my colleague told me about”, the answer is not a bug: a manager must reassign it, or the colleague can hand it over from chat. See Team chat.

Teams and the Sales Executive

Between the agent who sees only their own leads and the manager who sees everything sits the team. A team is a named group of people with a team lead. Put a Sales Executive in charge of a team and they see their own leads plus every lead a member of that team owns or captured — and nothing belonging to any other team.

1. Make sure the team leader has the Sales Executive role: Users → Edit → Role.
2. Open Settings › Teams. Tenant admins and sales managers both have it.
3. Under New team, give it a Team name your people will recognise — Westlands field team, Mombasa Road.
4. Pick the Team lead. Only Sales Executives, Sales Managers and Tenant Admins are offered.
5. Optionally pick a Home territory and a Badge colour.
6. Tick the Members and press Create team.

That is all. The executive's list, board, map, search, dashboard, follow-ups, reports, exports and phone all switch to the team's view on their next page load or sync. There is nothing for the agents to do: their own view does not change at all.

• Several teams. A person may be in more than one team. An executive who leads two teams sees both.
• Co-leads. Open a team to tick Co-leads; a co-lead who is a Sales Executive sees the team as well — useful when two people share a patch.
• Moving people. Untick someone and save: the executive stops seeing that person's leads, and their phone forgets them at its next sync. Nothing is deleted; the leads stay with their owner.
• Handing leads on. A Sales Executive can reassign a lead to anyone in their team, or up to a manager, but not into another team.
• Team chat. Every team gets its own conversation under Team chat → Teams, and its members follow the roster automatically.
• Alerts. When an alert names one of a team's people — nine overdue follow-ups, leads nobody has called — the team lead is told as well.
• Deleting a team never deletes leads. The members simply stop showing on that executive's screens.

Why a colleague sees a menu you do not

Beyond roles, Twinfusion can switch whole features on and off for your workspace — GPS tracking, offline sync, public forms, embedded forms, media uploads, imports, territories, lead discovery, advanced analytics, custom reports, PDF reports, auditor export, API access, webhooks, calendar sync, WhatsApp, SMS and push. A feature that is off disappears from the menu for everybody.

If a menu entry described in this manual is missing for your whole team, it is usually a feature that is off for your plan rather than a permission problem. Ask your administrator, who can see the list, or Twinfusion.

Housekeeping worth doing

• Keep the number of administrators to two or three. Everyone else who needs to see everything should be a manager or an auditor.
• Review the Last seen column monthly and suspend anyone who has stopped using the system.
• Check the MFA column. If your policy is Optional and nobody has enrolled, your policy is decoration.
• Put every agent in a team, and fill in Reports to for everybody. The Users page's Team filter has a Not in a team choice for exactly this check.

My profile, under your name at the top right, has five tabs: Details, Security, Notifications, Devices & sessions and Calendar.

Details

• Full name — what colleagues see on every lead you touch.
• Email address — shown but not editable. Ask an administrator to change it.
• Phone number — where SMS and WhatsApp notifications go. Full international form.
• Job title.
• Timezone — leave it as Use workspace default unless you genuinely work in another country. Everything is stored in UTC and shown in whichever zone you choose.

Press Save changes.

Security

Change your password, and turn two-step sign-in on or off. Your trusted devices are listed here with the internet address each was used from and when it expires, each with a Revoke button, plus Revoke all other devices. Everything about this tab is covered in Signing in and staying safe.

Notification preferences

A grid: one row per kind of event, one column per way of being told — In-app, Email, Push, SMS and WhatsApp. Tick the boxes you want and press Save preferences.

Some boxes are greyed out. SMS is only available for the time-critical events — follow-up due, follow-up overdue and lead assigned — because each message costs money. A whole column greyed out means that channel is not connected for your workspace: an administrator sets it up under Settings › Integrations.

Devices & sessions

• Devices — the phones registered for push notifications and offline sync. A phone appears here after you sign in on the LeadPulse Android app.
• Active sessions — the long-lived sign-ins, each with when it was last used, the internet address and when it expires. Revoke ends one immediately.

Revoke anything you do not recognise, and revoke everything the day a work phone goes missing.

Calendar

Subscribe by ICS gives you a private link that any calendar app can follow. Add it as a subscribed or internet calendar — not as an import — and your pending follow-ups appear alongside your meetings and update on their own.

Google Calendar

1. Copy the link from this page.
2. In Google Calendar on a computer, find Other calendars in the left column and press +.
3. Choose From URL, paste the link and press Add calendar.

Outlook

1. Copy the link.
2. In Outlook choose Add calendar → Subscribe from web.
3. Paste it, give it a name and press Import.

iPhone

Settings › Calendar › Accounts › Add Account › Other › Add Subscribed Calendar, then paste the link.

Full two-way sync with Google Calendar and Outlook is marked as coming in a later release; the connect buttons on this tab say so. Until then, the ICS feed is the way to see follow-ups in your own calendar.

The notifications page

Notifications is the full list of everything you have been told, newest first, each with a link to the thing it is about. Mark all read clears the number on the bell without deleting anything.

Super admins sign in at the same address and land on /admin. Two-step sign-in is compulsory for this role and cannot be switched off. A super admin who has not enrolled is sent to the enrolment screen and can go nowhere else until they have.

Overview

Platform totals for the last 7, 30 or 90 days or 12 months: workspaces, users, leads captured and form submissions, each against the previous period. A banner at the top says whether the platform is healthy or degraded and why. Below: an activity chart, a 24-hour snapshot (requests, error rate, API p95, active users, queue depth, failed cron runs, database size, media storage), the busiest workspaces and the most recently provisioned ones.

Workspaces

Tenants lists every workspace with its plan, status and usage against quota — users, leads, forms and storage. Filter by name, plan, status, and show or hide deleted ones. Export the list.

Per workspace: Open workspace, Audit trail, Impersonate admin and Suspend.

Provisioning a new one

1. Press New workspace. Three steps.
2. Workspace: name, slug (derived from the name if you leave it blank), custom domain, time zone, currency and the billing contact.
3. Administrator: their name and email. They receive an invitation and choose their own password. Leave the email blank to create the workspace with no administrator yet, or tick Create the account but do not send the invitation email yet.
4. Plan & features: plan (Free, Starter, Business, Enterprise), initial status (Active or Trial) and trial length, then the quotas — users, leads, forms, storage in MB and API calls a day — and the feature flags for this workspace. Unticked flags stay off regardless of the platform default.
5. Press create.

Provisioning builds the tenant, the admin invitation, the default pipeline, the default tags, the retention policy and the feature flags in one go.

A workspace in detail

Opening one shows its usage against quota and the counts of submissions, activities, media and queued messages, with tabs for Profile (name, domain, plan, time zone), Quotas, Users, Feature flags, Integrations and Activity.

Impersonation

Impersonate signs you in as that workspace's administrator so you can see exactly what they see. A banner stays on screen for the whole session and Stop impersonating returns you to the console. Every impersonation is written to the global audit log. Use it for support, tell the customer you are doing it, and do not change their data without asking.

Opening a workspace

The console looks across every workspace but never inside one. To work in a workspace — read its leads, its dashboard, its reports, its settings — you open it, as yourself, without borrowing anybody's account. There are three ways in.

• The chooser. /workspace/choose lists every workspace with its plan, status, number of users and leads, and when it was last active. Type in Find a workspace to narrow it by name, slug or domain, then press Open. The one already open is marked Open now and offers Continue.
• The picker in the top bar. It shows the open workspace's name, or Choose workspace when none is open. Press it for a quick list under Switch workspace, All workspaces… for the chooser, and Leave to close the one you are in. Switching from a list page lands on the same page in the new workspace; switching from a single record lands on the dashboard, because that record belongs to the workspace you just left.
• Following a link. Open a workspace address with no workspace open — a lead someone sent you, say — and you land on the chooser. It tells you which workspace the lead is in and offers Open … and view it.

While a workspace is open, a slim bar across the top of every page says You are viewing … as platform admin, with Switch and Leave. It is deliberately different from the amber impersonation banner. A suspended workspace can still be opened, and the bar says so. The console itself is not affected: under /admin you still see the whole platform, and the bar only reminds you which workspace is open, with Return to it.

Finding a lead in every workspace

The chooser has a second search box, Find a lead in every workspace. It opens /leads?workspace=all: one list of matching leads across all workspaces, searching the lead's name, phone, email, company, address and reference, the name of the person who owns it, and the workspace name. Filter by workspace and by status. The list is read-only — no bulk actions, no export, no new lead. Opening a lead from it switches you into that lead's workspace first, and takes you straight to the lead.

Opening a workspace is not the same as impersonating someone. With a workspace open you see all of it, with platform powers. When a user says “I cannot see that lead” or “that button is not there”, you need to see exactly what they see, limits included — use Impersonate for that, described above.

Health

Live across the whole platform, over 1 hour, 6 hours, 24 hours or 7 days:

• API p95 latency and p50, with the number of calls — how slow the slowest one in twenty is.
• Error rate — failed requests as a share of all requests.
• Requests per minute and active sessions.
• Outbound queue — pending, failed, sent and the oldest queued item. A growing backlog means customers are not receiving messages.
• Scheduled jobs — failures in the window and anything stuck for more than 30 minutes.
• Mobile sync — pulls, pushes, records moved, conflicts and rejections.
• Database — total size, table count, server version and the largest tables.

Platform alerts

The same alert machinery as a workspace, but for the things every tenant depends on: Scheduled job stalled or failing and Outbound queue backlog. They go to every active super admin and to the operations mailbox. Each has Ack and Resolve, and the analyzers are listed with their threshold, cooldown, last evaluation and last firing.

Feature flags

A grid: one row per feature, one column per workspace, plus the platform default. Each workspace can be Inherit, On or Off. Changes take effect on the next request.

The flags are: GPS tracking, Offline sync, Public forms, Embedded forms, Media uploads, Imports, Territories, Lead discovery, Advanced analytics, Custom reports, PDF reports, Auditor export, API access, Webhooks, Calendar sync, WhatsApp, SMS and Push.

Global audit

Every audited action across every workspace, filterable and exportable. This is the record of record.

Analytics, queue, cron and migrations

• Analytics — tenants, users, leads, submissions and messages over time.
• Queue — every outbound email, push, SMS, WhatsApp message, webhook delivery and background job, by status, channel and workspace. Metadata only: the console never shows message content. Items can be retried or cancelled.
• Cron — each scheduled job with its last outcome, last run, duration, items handled and its 24-hour record. Jobs can also be triggered over HTTP with the cron key.
• Migrations — the versioned schema files, which are applied and which are pending, with a Dry run before Run pending. Migrations are additive only.

Platform settings

The defaults every workspace inherits, grouped into Email (SMTP), Object storage, Push (Firebase FCM), SMS, WhatsApp Business, Calendar OAuth, Security & cron, Retention defaults, Branding and the IP blocklist. All secrets are encrypted and are never displayed again — a stored password shows as asterisks, and typing __clear__ removes it.

IP blocklist

Addresses refused before anyone can even try to sign in. Automatic entries are added by the rate limiter after repeated abuse of sign-in or of public forms; you can also add one by hand with a reason and an optional expiry (blank means permanent). Public form capture never escalates to a blocked address — an exhibition stand or a shared mobile network is one address, and blocking it would stop a whole town from signing in.

One page, designed to print on a single sheet and live in a bag. Use the browser's print command and choose only this page, or press Print this manual at the top and keep the last sheet.

Every word this manual uses that is not an everyday word, in alphabetical order.

Activity

A record that something happened with a customer: a call, a visit, a meeting, a message or a note. You write it; it cannot be un-written without leaving a trace.

Alert

A warning raised automatically when a number crosses a line — too many overdue follow-ups, leads with no owner. It resolves itself when the number falls back.

Assignment rule

The instruction that decides who owns a brand-new lead: round robin, fewest open leads, or by territory.

Audit log

The permanent record of sign-ins, exports and settings changes. Nobody can edit it.

Cluster

On the map, a numbered circle standing for several pins that are too close together to draw separately. Click it to zoom in and split it.

Consent record

Proof that a person agreed to be contacted: the exact wording they saw, the date and where from.

CSV

A plain spreadsheet file that every program can read. Comma Separated Values.

Embed

Putting one of your forms inside your own website, so visitors fill it in without leaving your page.

Export

A download of data as a file. Always recorded in the audit log.

Feature flag

A switch that turns a whole part of LeadPulse on or off for your company. If a menu entry is missing for everybody, this is usually why.

First contact

The first time anyone logs a call, email, SMS, WhatsApp, visit or meeting on a lead. The clock from the lead arriving to first contact is your response time. A note does not count.

Follow-up

A promise with a date on it. Pending, done, missed, cancelled or rescheduled.

Form

The set of questions used to capture a customer.

Funnel

The picture of how many leads sit at each stage. It narrows towards the bottom; where it narrows sharply is where you are losing business.

GeoJSON

A file of map data that mapping software understands.

GPS accuracy

How sure your phone is of its position, shown as ± so many metres. Smaller is better. 20 m or less is green.

Heatmap

A map layer showing warm blobs where leads are dense instead of individual pins.

Import

Bringing a spreadsheet of existing customers into LeadPulse.

Kanban / board

The pipeline shown as columns of cards you drag between stages.

KML

A map file that Google Earth and Google My Maps understand.

Lead

One business or person you are selling to, and everything ever recorded about them.

Lead history

The append-only list of every change ever made to a lead, field by field, with who, when and from where. It can never be edited or deleted.

MFA / two-factor / two-step

Three names for the same thing: a 6-digit code from your phone, on top of your password.

Pipeline

The ordered list of stages a lead moves through, from New to Won or Lost. Your administrator sets it.

Priority

Low, normal, high or urgent — how much attention a lead or a follow-up deserves.

PWA

The technical name for a website you can add to your home screen so it behaves like an app. That is how LeadPulse works offline.

QR code

The black-and-white square a phone camera reads. LeadPulse uses it twice: to open a public form, and to set up two-step sign-in.

Recovery code

One of ten one-time passwords shown once when you turn on two-step sign-in. Your way back in when your phone is gone.

Reference

Each lead's unique number, like LP-2026-000086. Quote it and anyone can find the record.

Retention policy

The rules for how long things are kept before being anonymised and then deleted for good.

Saved view

A set of filters on the leads list, with a name, so you do not rebuild it every morning.

SLA

Service Level Agreement — the time you allow yourself. Here it is the hours a lead may sit in one stage before it counts as stuck, and the hours allowed before first contact.

Source

How a lead arrived: agent capture, public form, embedded form, import, API, webhook, WhatsApp or manual entry.

Stage

One step of the pipeline. Each stage is of a kind — open, won or lost — and has a win probability and optionally an SLA.

Stale lead

An open lead with no activity for several days and no follow-up booked. It triggers an alert.

Submission

One filled-in copy of a form: an answer sheet that never changes.

Sync

Sending the work queued on your phone to the office, and bringing the latest data back.

Sync conflict

You changed something offline and somebody else changed the same thing meanwhile. The office copy wins by default and you are asked to decide.

Tag

A short label you stick on a lead — hot, referral — to find it again later.

Template (WhatsApp)

A message whose wording Meta has approved in advance. The only thing you may send once the 24-hour window has closed.

Territory

An area drawn on the map, with a manager and some agents. New leads whose pin falls inside it can be assigned automatically.

Timeline

The story of a lead, newest first, with activities, messages, changes, photos and follow-ups woven together.

Trail

The line joining one agent's recorded positions for a day — where they actually went.

Trusted device

A phone or computer that skips the 6-digit code for 30 days. Only ever your own.

Unmatched message

A WhatsApp or SMS message from a number that belongs to no lead. It waits in its own tab until somebody links it or creates a lead from it.

Webhook

A way for LeadPulse to tell another one of your systems, immediately, that something happened.

Weighted value

Pipeline value multiplied by each stage's win probability. The honest forecast.

Workspace / tenant

Your company's own private area of LeadPulse. No workspace can see another's data, ever.

Real problems, with the cause and the fix. Work down each list in order — the first item is the commonest by a long way.

Signing in

My password is not accepted, and I am sure it is right.

Check you are using the right email address — many people have two. Check the keyboard is not adding a capital on the first letter. If you have tried several times you may be temporarily throttled after ten failed attempts in fifteen minutes; wait, then use Forgot password instead of guessing again.

The 6-digit code is always refused.

1. Delete every LeadPulse entry in your authenticator app and add the account again — an old entry from a previous attempt holds a different key and can never produce a working code. 2. Turn on automatic date and time on your phone; these codes are made from the clock and a minute out is enough to break them. 3. If the number is about to change, wait for the next one. Still stuck: use Email me a code instead, or ask an administrator to reset your two-step sign-in.

I lost the phone with my authenticator app.

Use one of the recovery codes you saved, in place of the 6-digit number. If you did not save them, ask an administrator to reset your two-step sign-in from Users — and while you are at it, go to My profile › Devices & sessions and revoke every session on the lost phone.

The reset email never arrives.

Check spam. Check that the address on your account is the one you typed — ask your administrator, who can see it. The reset screen deliberately says the same thing whether or not an account exists, so it will not tell you that you got the address wrong.

It keeps sending me to the two-step setup screen and I cannot get past it.

Your workspace has made two-step sign-in compulsory, or you are a super admin. There is no way round it: complete the enrolment. If you cannot scan the square, use the setup key underneath it.

GPS and capture

The GPS badge stays grey or red.

Step outside. Check the Location switch on the phone is on. Check you allowed location for the site — tap the padlock next to the address, Permissions, switch Location on and reload. Turn on Improve location accuracy on Android. Then press Retry.

The form refuses to save and says something about location.

That form requires a position, and one of a set minimum quality. Get a better fix, or use the map pin-drop if the form offers it. If neither works and the customer is in front of you, capture the essentials on a plain New lead and come back to it.

The form will not save and I cannot see why.

Scroll to the top; the first field with a problem is marked in red. On a multi-page form, the problem may be on an earlier page — the page tabs show which. Remember a question hidden by logic cannot be the cause.

The pin is on the wrong building.

If the accuracy was amber or red, that is the accuracy doing its job. Open the lead, press Edit lead and correct the position, or use the map pin-drop on a fresh capture. Next time wait for green.

The camera will not open.

Camera permission was refused. Tap the padlock next to the address, Permissions, switch Camera on and reload the page.

The voice note button does nothing.

Microphone permission. Same fix. Note that some browsers only allow recording on secure (https) addresses.

Syncing and offline

The badge has said “Waiting to sync” for hours.

You have no usable data connection, or a captive Wi-Fi portal you have not signed into is swallowing the traffic. Turn Wi-Fi off and use mobile data for a minute. Then open Sync conflicts and press Push now.

My photos have not appeared at the office.

Photos upload separately and more slowly than the record. Stay on a good signal for a few minutes and press Push now. If they still do not go, tell your administrator — and do not clear the browser data, which would destroy them.

A lead I captured offline is not on the office system.

Check the badge on the phone that captured it. If it says Synced, search for the business name — it may have been created with a different spelling. If the phone has been wiped or its browser data cleared before it synced, the record is gone; nothing can recover it.

The Android app says “Sign in again to sync”.

The office ended your session. Nothing on the phone is lost. Tap Sign in again, sign in with your usual details, and the waiting work goes up. Do not sign out, uninstall or clear the app's data to “fix” it — see The Android app.

I have a sync conflict and do not know which version is right.

Open Sync conflicts, read the Server kept and This device sent columns and the time each was made, and press Open lead for context. If in doubt keep the server version — your note can always be added again as an activity.

Leads and follow-ups

I cannot see a lead a colleague told me about.

Field agents only see leads assigned to or created by them. It is not a fault. A manager reassigns it, or your colleague hands it over from chat.

A follow-up says “missed” and I cannot do anything with it.

It passed 48 hours after its due time and was retired automatically. It cannot be reopened. Book a fresh follow-up on the lead and get on with it — and next time, reschedule rather than letting it run out.

There are two records for the same shop.

Open the one you want to keep, press the three dots, Merge another lead in, and enter the other one's id number. Managers and administrators can do this; agents cannot.

I deleted a lead by mistake.

Go to the leads list, set the Bin filter to Deleted leads, find it and restore it. Do it soon: after the retention period the record is anonymised and then permanently removed.

Leads are arriving with nobody's name on them.

The assignment rule found nobody. Usually the agent pool is empty, everyone in it is suspended, or — with the territory strategy — the lead's pin falls outside every territory. Set a fallback owner on the rule, and check for gaps by filtering the list on Outside every territory.

Messages

The send box says no messaging channel is connected.

WhatsApp or SMS has not been set up for your workspace. An administrator does it under Settings › Integrations.

I cannot type a free message to this customer on WhatsApp.

More than 24 hours have passed since they last wrote to you, so WhatsApp only allows an approved template. Send a template, switch to SMS, or call them.

The template list is empty.

No approved templates have been pulled in. An administrator presses Sync templates under Settings › Integrations › WhatsApp. Templates themselves are created and approved in your Meta account.

Messages show as failed.

Usually a wrong number — check it is in full international form on the lead. Otherwise the provider rejected it: an administrator can see the reason on the message, and the delivery rate on Reports › Messaging volumes will show if it is widespread.

Somebody messaged us and nothing happened.

Their number matched no lead, so it is waiting in the Unmatched tab of Messages. Link it to a lead or create one.

Reports and exports

A number looks wrong.

Check the date range and the agent filter first — they carry over between reports and are the cause nine times out of ten. The range in force is printed under the report title. Press Reset.

The charts are blank but the table has numbers.

The charts need JavaScript and a moment to load. The table underneath always has exactly the same figures, so use it.

My export has not arrived.

Anything over 5,000 rows is built in the background; watch Exports for it to turn Ready, and the bell for the notification. Finished files are deleted after the retention period, so an old link will stop working — create the export again.

Excel has mangled my phone numbers or my dates.

That is Excel reading a CSV, not LeadPulse. Export as Excel (XLSX) instead, or open the CSV through Data › From Text/CSV and set the phone column to Text.

There is no Export button anywhere.

Field agents cannot export. Auditors can only when the workspace has it enabled. Ask a manager.

Forms

My new question is not on the agents' phones.

You saved a draft but did not publish. Press Publish. Agents pick up the new version the next time they load the form; a phone that is offline keeps the version it has until it syncs.

Old submissions have blank answers for a question.

The question was added after those submissions, or its key was renamed. Renaming a key after publishing makes a new field and leaves the old answers behind. Do not rename keys on a live form.

The public link does not work.

Check Anyone with the link can submit is ticked on the form's settings, and that the form is published and not archived. If somebody pressed Rotate the link, the old address is dead — copy the new one and reissue the QR code.

The embedded form is blank on our website.

Your website's domain is not in Allowed domains on the form's settings page. Add it, with and without www., and save.

We are getting junk submissions on a public form.

Turn on a captcha under Form settings › Anti-spam. Keys come from Settings › Integrations. Submissions are already limited to 30 an hour per visitor and 500 a day per form.

The app itself

The page looks broken, or a button does nothing.

Pull down to refresh, or close the app and reopen it from the home screen icon. If that does not help, sign out and back in. Only clear the browser data if the sync badge says Synced.

Everything is very slow.

Usually the connection. Try mobile data instead of Wi-Fi. If the whole team is slow at once, tell your administrator, who can ask Twinfusion to check the platform health console.

A menu entry in this manual does not exist for me.

Either your role does not have it — see People and permissions — or the feature is switched off for your workspace. Your administrator can tell which.

Nothing here matches what I am seeing.

Trust the screen, not the manual, and tell your administrator what differs. Note the page, the time, what you pressed and what happened. Nothing you entered is ever lost — LeadPulse keeps a full, unalterable history of every record.

Who to ask