Feature
Lead management in Naffes CRM
Naffes CRM collects leads from your website forms, WhatsApp and other messaging channels, spreadsheets and manual entry, assigns new leads to owners by rules you set, raises an alert when nobody reaches out in time, and turns a qualified lead into a deal in one step.
The job: reach every lead quickly, and only once
Leads rarely disappear in one dramatic moment. They slip through gaps: a form submission nobody owns, a WhatsApp message each rep assumes a colleague answered, or the same buyer entered twice and pitched by two reps at two prices. Lead management closes those gaps by answering three questions for every new person: where did they come from, who owns them, and what happens next.
In Naffes, a lead is a contact with a lifecycle stage, an owner, a recorded source and, usually, an open deal. The stages are Subscriber, Lead, MQL, SQL, Opportunity, Customer, Evangelist and Other. Reps change the stage from the contact drawer. When a deal is won, its linked contacts move to Customer automatically, and reopening the deal puts them back where they were.
Where leads come from
- Web forms. Build a form with contact, deal and company fields, choose the pipeline and stage for new deals, and share it by link or iframe. Each submission creates or updates the contact (matched on email or phone), opens a deal, records UTM data and can start a workflow.
- Messaging channels. A first message from an unknown WhatsApp, SMS, Messenger or Instagram sender creates a contact named from the sender's profile, with the channel as its lead source. For WhatsApp and SMS, a phone number already in the CRM is linked to the existing contact instead.
- Click-to-WhatsApp ads. The ad referral is stored on the conversation, so the contact and deal pages show which ad produced the lead and, once that ad is mapped to a campaign, which campaign.
- Spreadsheets. The import wizard reads CSV, XLSX, XLS, XLSM and ODS files. Columns are matched by keyword first, then AI suggests matches for whatever is left unmapped.
- Naffes Smart (Pro). Give the AI assistant an email address and it finds or creates the contact, creates the company from the email domain and opens a linked deal.
- Outreach you start. Calling or messaging a contact with no open deal creates one automatically in the first stage of your primary pipeline, so no conversation goes untracked.
Facebook and Instagram Lead Ads intake is built in: each lead creates or updates a contact, opens a deal by default and saves the form answers as a note. It depends on Meta's app review of Naffes, so confirm it is available for your workspace before you plan a campaign around it.
Routing, response time and conversion
Set territory rules
In Settings, open Team & Access, then People, then the Territories tab. Add a rule that matches lead sources and/or lifecycle stages, assign it to a user or to a team in round-robin, and give it a priority number. Rules are checked in priority order and the first match wins.
Let routing run on every new contact
Any contact created without an owner, whether by hand, by import, through the API or from a web form, is assigned automatically by the first matching rule.
Keep speed-to-lead alerts on
If nobody messages, logs a call or sends an email from the app for a new deal, its owner is alerted after a quarter of an hour by default and workspace managers after 60 minutes, or at once when the deal has no owner. Change both times under Settings, Records & Fields, Modules, Deals; a value of 0 turns a rule off.
Work the Unclaimed view
Deals without an owner are visible to everyone who can see deals and are collected in the built-in Unclaimed view, where an available rep can pick them up.
Qualify, then convert
Move the contact from Lead to MQL and SQL as it meets your criteria, or let a WhatsApp bot ask the qualifying questions, create the lead, move its deal to a stage you choose and hand the chat to a person. When it is ready, click Convert to deal in the contact drawer: Naffes creates the deal, links or creates the company and moves the contact to Opportunity in a single transaction.
Details that keep lead data honest
| Capability | What it gives you |
|---|---|
| First- and last-touch attribution | For contacts from web forms and Meta lead ads, the first touch is kept permanently next to the last touch, with UTM source, medium, campaign, content and term. |
| Active-deal banner | Opening a contact's full page when it already has an active deal shows the deal's name, owner, pipeline, stage and age (never the amount), even to reps who cannot open it. |
| One owner per alert | A new customer message notifies exactly one person: the thread's assignee, else the contact owner, else the workspace owner. |
| Rule-based lead scoring | Admins award points to deals or companies when field or tag conditions match. Bands are Cold, Lukewarm (50+), Warm (100+) and Hot (200+), and the score is shown only in the company drawer. |
| AI bulk score | Select up to 50 contacts and get a 0-100 qualitative score with a one-line rationale for each. The score is advisory and is not saved to the record. |
| Silence rules | Quiet conversations alert the assignee after 2 hours and managers after 24 hours by default. |
What to expect: current limits
- Territory rules set in the UI match on lead source and lifecycle stage. Matching on country, and previewing a rule's result, are API-only.
- Routing is rule-based, not AI-driven, and inbox conversations are not auto-assigned round-robin: reps claim them or a manager assigns them.
- Scoring rules cannot target contacts, and scores do not appear on deals or contacts.
- Web forms have no CAPTCHA (only per-IP rate limiting), no conditional logic and no multi-step layout, and every submission creates a deal.
- Opening a deal automatically for every new WhatsApp or SMS contact is available on request: it is off by default and switched on in server settings, not in the UI. Instead, a workflow on the message-received trigger, filtered to new senders, can create the deal.
- Leads are not imported from Google Ads, TikTok, LinkedIn, Snapchat or X. Those networks appear only as labels for ad spend you enter by hand.
- Lifecycle-stage history is stored but has no screen yet.
- Each plan caps the number of contacts and deals; see pricing for the figures.
Questions
Questions 4
Is a lead a contact or a deal in Naffes?
Both ideas exist. A lead is a contact at the Lead stage or one of the qualification stages after it, while a deal is an opportunity with an amount and a pipeline stage. Some entry points, such as web forms, create both at once; otherwise the Convert to deal button turns a qualified contact into a deal.
Can Naffes assign new leads to reps automatically?
Yes. Territory rules give a new contact without an owner to a named user, or rotate it round-robin within a team, when its lead source or lifecycle stage matches a rule. Assignment follows rules you set; it is not AI-driven.
How quickly will I know a new lead was ignored?
By default the deal owner is alerted after a quarter of an hour without any outreach, and managers after 60 minutes. For a team-level view, install the Speed to lead dashboard from the template gallery; it tracks response times per rep and per pipeline.
Can I bring in leads from Facebook and Instagram ads?
Lead Ads intake is built in and creates contacts and deals with the form answers attached, but it depends on Meta's app review of Naffes. Click-to-WhatsApp ad attribution, web forms and spreadsheet import work today without that dependency.