> For the complete documentation index, see [llms.txt](https://docs.shortcutco.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.shortcutco.com/readme/leads-prospects-customers.md).

# Leads, Prospects, Customers

One Customers workspace with views for every stage.

Shortcut tracks everyone in **one Customers workspace**, with views for each stage so you always know what to do next. [Open Customers →](https://shortcutco.com/customers)

## The three stages

* **Lead** — someone expressed interest, but you haven't sent an estimate yet.
* **Prospect** — you sent a proposal (estimate); you're waiting on acceptance.
* **Customer** — the proposal was accepted (or you approved it for them), so they can have jobs scheduled and completed.

Whatever stage someone is at, clicking them opens the same profile. The pill next to their name — **Lead**, **Prospect**, or **Customer** (or **Dismissed** for a lead you've set aside) — tells you which stage they're in. See [The customer profile](/readme/leads-prospects-customers/customers-overview-+-importing.md#the-customer-profile).

## The views at the top of Customers

* **All** — everyone.
* **Needs estimate** — new leads to quote.
* **Estimate pending** — prospects waiting to accept (follow up from here).
* **Needs scheduling** — accepted work with nothing on the calendar yet.
* **Scheduled** — active, scheduled customers.

Work the list left to right: quote the "Needs estimate" people, chase "Estimate pending", schedule "Needs scheduling".

<figure><img src="https://2299783971-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FOhi7KtJ4vY1pDKwWu5SV%2Fuploads%2Fgit-blob-fe6801b9bcd7f2c90696fa269ba0ea7e1fa1e3f5%2Fleads-list.png?alt=media" alt="Leads list showing the pipeline of incoming inquiries"><figcaption><p>The Leads list — your pipeline starts here. Each lead shows their requested services, property size, and address. Click "Estimate" to create a proposal.</p></figcaption></figure>

## The default flow (recommended)

{% stepper %}
{% step %}

### Add a lead

Add the person as a lead in Shortcut. See [How to add a lead](/readme/leads-prospects-customers/how-to-add-a-lead.md).
{% endstep %}

{% step %}

### Create and send a proposal

Build the proposal and send it to the lead. See [How to create and send a proposal](/readme/proposals/how-to-create-and-send-a-proposal.md).
{% endstep %}

{% step %}

### Prospect

Once you send the proposal, they move to **Estimate pending** while you wait for them to accept.
{% endstep %}

{% step %}

### Customer

When the proposal is accepted, they become a customer.
{% endstep %}

{% step %}

### Schedule work

Schedule their work.
{% endstep %}

{% step %}

### Complete job → invoice → payment

Mark the job complete → an invoice is created and sent → the customer pays. See [Mark a job complete](/readme/jobs-and-scheduling/mark-a-job-complete-and-what-happens-next.md).
{% endstep %}
{% endstepper %}

## Common questions

<details>

<summary>“Where did my lead go after I sent the proposal?”</summary>

They move from the **Needs estimate** view to **Estimate pending** — same person, next stage.

</details>

<details>

<summary>“When do I get an invoice?”</summary>

Invoices are created when a job is marked complete. Customers on prepay or another [billing mode](/readme/finances-invoices-and-payments/billing-modes.md) are billed by that mode instead; see [Mark a job complete (and what happens next)](/readme/jobs-and-scheduling/mark-a-job-complete-and-what-happens-next.md).

</details>

{% hint style="info" %}
Still stuck? Email <hello@shortcutco.com> with the person’s name and a screenshot of what you’re seeing.
{% endhint %}