Contacts and leads

In Nuteq, a contact is anyone who has ever called, texted, or messaged your business, and a lead is one specific request or job that came out of one of those conversations. A contact can have several leads over time, but every lead points back to exactly one contact, so you always know who asked for what.

What is a contact?

A contact is created automatically the first time someone reaches your business, whether that's a phone call, a text, a WhatsApp message, or a chat on your website. Nuteq matches the same phone number or the same person across channels, so a customer who calls once and texts later shows up as one contact, not two.

Each contact keeps a running record of their phone number, their name if they've given one, how many times they've called, how many leads they have open, and the last time they were in touch. The All contacts tab under Customers lists everyone who has ever reached you, and you can search by name or phone number or filter by activity, for example everyone with an open inquiry, or everyone you haven't heard from in 90 days.

If someone never gave their name, Nuteq shows "No name given" rather than guessing. A contact is only merged with another one when you choose to merge them, and merging can always be undone.

What is a lead?

A lead is a specific inquiry: a job, a booking, or a question a customer raised that your business needs to act on. Most leads are captured automatically when your agent gathers someone's details during a call or message, though a lead can also come from a booking request.

Every lead moves through a stage: New, Contacted, Qualified, Booked, or Closed. The stage only moves forward on its own when something real happens, such as your team replying or an appointment getting booked. Once a lead is finished, you can also record an outcome of Won or Lost, along with an optional sale amount. That outcome is a separate fact from the stage, so a Closed lead with no recorded outcome simply means nobody has said yet whether it was won or lost, not that it was automatically lost.

The Inquiries tab under Customers lists every lead with a plain description of what the person asked for and where it came from.

How they connect

A lead always carries the conversation that produced it, so opening a lead also shows you the call or message it came from. The other direction works the same way: opening a contact shows every conversation, lead, and appointment tied to that person in one timeline, in order, so your team never has to piece together someone's history from separate screens.

Because contacts and leads are the two records everything else builds on, they also feed the rest of Customers. The Needs attention tab surfaces leads and conversations that still need a reply or a decision from you, described in Follow-ups. And selecting a group of contacts lets you reach them at once through a campaign, described in Create and run a campaign.