Leads & the pipeline
Follow every customer from the first message to the booking, on the pipeline board or in a list.
Every customer who shows real interest becomes a lead. The AI agent creates it from the conversation and fills in the trip details; you and your team take it from there to the booking.
Open LeadsPipeline stages
Every lead moves through these stages and ends as either Won or Lost:
| Stage | What it means | Who puts it there |
|---|---|---|
| New | Just added, nobody has worked on it yet | You, when you add a lead yourself |
| Qualifying | The AI is collecting trip details (destination, dates, travellers, budget...) | The AI agent, as soon as the customer starts talking about a trip |
| Qualified | The key details are in and the customer is waiting for your team | The AI agent, which also notifies your team |
| Proposal | You've sent the customer an offer | Your team |
| Negotiation | The customer is haggling or comparing | Your team |
| Won | The customer booked | Your team, or automatically when you convert it to a booking |
| Lost | The customer won't book | Your team, with a lost reason |
How does the AI qualify a customer?
It asks the qualification questions you chose. When it's done it writes a summary, scores the lead, moves it to Qualified, and the conversation goes to Needs you. See Qualification and Handoff.
Scores: hot, warm, cold
| Score | What it means |
|---|---|
| Hot | Ready to book soon, with a budget. Call them now. |
| Warm | Interested, needs follow-up. |
| Cold | Just browsing or asking. |
The AI sets the score with a short reason, and you can change it on the lead page.
The Pipeline board
Each stage is a column. The column header shows how many leads it holds and the total estimated value. Each card shows:
- Customer name, trip type and score
- Destination, travel dates and number of travellers
- Budget
- The lead owner's avatar and a source icon (WhatsApp, Website, Manual...)
- When it was last updated
Moving a lead
- On a computer: drag the card to another column.
- On any device: click the card's (…) button and pick a stage under Move to.
- On the lead page: click a stage in the stage bar at the top.
When you move a lead to Lost, Flyby asks "Why was this lead lost?". Add the reason (for example: price too high, booked elsewhere, postponed the trip). It helps your team learn why deals slip away.
Every move is recorded in the lead's activity timeline.
On your phone
The columns scroll sideways; swipe to see the other stages. If you'd rather see everything in one column, switch to List.
The List view
A table with customer, stage, score, trip type, destination, travel dates, estimated value, owner and last update. Click a column header to sort by it. On phones the table becomes cards, with a Sort by menu.
Filters and search
- Search: by name, phone or destination.
- Score: hot, warm, cold, or Not scored.
- Trip type: Umrah, Hajj, outbound tourism, honeymoon...
- Assigned to: Everyone, Assigned to me, Unassigned, or a specific teammate.
- Source: the channel the customer came from.
Click Clear filters to see every lead again.
Adding a lead yourself
A customer called or walked in? Add them so they enter your follow-up:
Pick the contact
Existing contact: search by name or phone. Or New contact: type a name and phone.
Click "Create lead"
The lead is added in the New stage and opens so you can fill in the trip details.
Who sees what
| Owner & manager | Lead moderator | |
|---|---|---|
| Leads they see | All of them | Only leads that have been qualified (even if moved to another stage later) |
| Stages available | All stages | From Qualified to Won and Lost |
| Add and delete leads | Yes | No |
| Change stage, score and owner; add notes and tasks | Yes | Yes |
| Convert to booking | Yes (if the plan includes Finance) | No |
The red number next to Leads in the sidebar counts leads in the Qualified stage, the ones waiting for someone to call them.