Leads
Last Updated: 2026-03-15
What is a Lead?
Every time Clara's agent captures contact information from a caller, it creates a lead. A lead contains the caller's name, phone number, reason for calling, and any other details the agent collected during the conversation.
Lead Types
| Type | Description |
|---|---|
| Lead | A completed call where the agent successfully captured caller information |
| Voicemail | The caller left a voicemail message (transcription included) |
| Missed Call | The call was not answered (system error or caller hung up before agent connected) |
Lead Statuses
| Status | Meaning |
|---|---|
| New | Just captured, no one has acted on it yet |
| Assigned | Assigned to a team member for follow-up |
| Contacted | Team member has reached out to the caller |
| Completed | Follow-up is done, lead is resolved |
| Archived | No longer active, kept for records |
Managing Leads
Viewing Leads
- Super Admins & Admins see all leads across the business
- Members see only leads assigned to them
Updating Status
Click on a lead to open its detail view. Change the status as you progress through follow-up.
Assigning Leads
Super Admins and Admins can assign leads to any team member. When a lead is assigned, the assignee receives a notification.
Adding Notes
Add internal notes to leads for your team. Notes are visible to anyone who can view the lead. Useful for tracking follow-up attempts, caller preferences, or next steps.
Listening to Recordings
Each lead includes the call recording. Click play to listen to the full conversation between the caller and the AI agent.
Reading Transcripts
Full conversation transcripts are available for every call. Search within transcripts to find specific information mentioned during the call.
Lead Priority
| Priority | When to Use |
|---|---|
| Low | General inquiry, no urgency |
| Normal | Standard follow-up needed (default) |
| High | Time-sensitive request (same-day appointment, urgent question) |
| Urgent | Emergency or VIP caller requiring immediate attention |
Filtering & Search
Filter leads by:
- Status (new, assigned, contacted, completed, archived)
- Date range
- Assigned team member
- Lead type (lead, voicemail, missed call)
- Priority
- Agent that handled the call