Managing Leads and Callbacks

Each captured call becomes a lead card showing: caller name, phone number, suburb, service needed, issue description, urgency level, and a timestamp. Cards are colour-coded by urgency — red for emergencies, amber for urgent, grey for routine.

Vervox automatically scores every lead based on urgency, data completeness, and whether the caller is in your service area. Scores appear as badges:

• Hot — urgent issue, all details captured, in your area. Call back first.
• Warm — moderate urgency or some details missing.
• Cold — routine enquiry, general quote request.

Tap the phone icon on any lead card to call the customer directly from your mobile. When you call back a "new" lead, its status automatically changes to "contacted" so your team knows it has been handled.

Every lead flows through these statuses:

• New — just captured, awaiting callback.
• Contacted — you have called them back.
• Quoted — quote sent or job discussed.
• Won — job booked or payment received.
• Lost — caller went with someone else or cancelled.

Update statuses from the lead detail panel to keep your pipeline clean.

Use the filter bar to narrow leads by status, urgency, date range, or search by name/phone. On mobile, swipe between tabs for quick access to new and contacted leads.

The Analytics page shows your capture rate, busiest call hours, top services, top suburbs, and actionable insights. Use this data to adjust your marketing spend and staffing.