Lead CRM - Managing Leads & Tours

This article will assist you with the process of managing Leads and Tours within the Lead CRM screens for your Service.

The Lead CRM will allow you to manage Tours and Booking enquiries for new Families for Scale and Enterprise Clients.

Viewing the Waiting list screen

Select the Waiting List screen from the menu on the left-hand side of the program the Waiting list screen will display your Leads & Waitlist details.

Leads can be added into Xap by:

• A link from your website
• Imported from an external source
• Manually added by the Service

Viewing Leads

To manage Leads for your Service:

1. Within the Waiting List screen select the Leads Tab
2. The Leads screen will display the Statuses of Leads that have come through from your iFrame for new Families.

• Active - Active Lead
• In Progress - Tour Booked
• Lost - Lost Lead
• Junk Lead - Lead for new Family not converted to Waiting list
• Waitlisted - Family Moved to a Waitlisted Status
• Enrolled - Family who has moved from Waitlist to Enrolled Status at the Service
• Archived - Archived Family

Viewing/Managing a Tour for a Lead

To view a Booked Tour for a Lead:

1. Select the Calendar option for the Lead

Within the Book Tour Screen you will be able to:

• View Booked Tours
• View Cancelled Tours
• Create a new Tour
• Select Save to save any changes

Send Email Notification

Emails can be sent for Leads either Individually or in Bulk.

Individual Email

To send an email to an individual lead, select the Email icon for the required lead

Bulk Email

To send an email to multiple leads:

1. Select the box on the top left-hand side of the leads.
2. Select Bulk Action
3. Select Send Email

Adding/Viewing Comments

You can add or view comments for a Lead by selecting the Speach icon for the lead.

The Comments screen will display:

1. Any current Comments that have been added, notes can be edited or deleted if required
2. Add any new Comments
3. Select Save to save any changes

Viewing the Full Lead Details

1. Select the 3 dot menu icon
2. Select the **View **option

The Lead Details screen will display, you can add or edit information for the Lead from this screen.

Edit Lead

1. Select the 3 dot menu icon
2. Select the Editoption

The Edit Lead and Tour Screen will allow you to:

1. Edit Guardian Information
2. Edit Child Information
3. Edit/View Other information for the Lead
4. **Required care **information
5. Save to save any changes

Incomplete Enquiry Details

The Leads screen also includes if the details for the enquiry contain answers to the mandatory questions to allow you to convert them successfully to the Waitlist e.g. Missing Guardian DOB.

assist you further

Converting to Waitlist

If you are ready to convert a Lead to a Waitlist.

1. Select the 3 dot menu icon
2. Select the Convert to Waitlist option

Within the add Waitlist Application you will be able to:

1. Confirm the Waitlist information
2. Select Save to continue the Waitlist process

Adding or Editing Tags

To add a Tag or Edit an existing for a Lead.

1. Select the 3 dot menu icon
2. Select the Add/Edit Tagoption

Within the Add/Edit Tag screen you will be able to:

1. View or Edit an existing Tag
2. Add a new Tag
3. Select Save to save the changes

Managing Tours

You can manage the Tour information for your Service by selecting the Tours tab on the top left-hand side of the Waiting List screen.

1. Select the Service to manage the Tour Details for
2. Select the Date to view the booked Tours for
3. The Legend to display the statuses of booked tours
4. Select the + add to create a new Tour
5. Select the 3 dots to change the view from Daily, Weekly or Monthly
6. The Calendar will display any current Tours that have been booked

To assist you further with managing this process see the Xap University video: Managing Leads and Tours or the full Lead CRM and Waitlist Help page

Updated on: 26/09/2025