Overview
An Open Lead is a record with an open communication loop — a conversation that still needs someone to respond to it.
A lead becomes open in one of two ways:
It was newly created and nobody has worked it yet
It is an existing lead with new inbound activity that has not been handled
The count is a live list of who is waiting on you.
How to clear the loop
Step 1: Open the lead
Step 2: Review the most recent activity
See what actually came in and what it needs.
Step 3: Do the follow-up
Any of these closes the loop:
Add a note
Change the lead status
Manually close the loop
Another direct follow-up action on the record
Step 4: Check the dashboard
Return to the dashboard and confirm the Open Leads count has updated.
The one thing that catches people out
Automated activity does not clear the loop. An automation sending a text on your behalf does not count as you having handled the conversation — the qualifying action has to be manual.
This is deliberate. The count exists to show conversations a person still needs to look at, and an automation firing does not mean anyone has.
Important Notes
Aim for zero by the end of the day, per responsible team member. That is what the count is for.
An existing lead can reopen. New inbound activity puts it back on the list, however thoroughly you worked it yesterday.
Adding a note is enough, if the conversation genuinely needs nothing more.
Frequently asked questions
Why did an existing lead become open again?
New inbound activity reopens the communication loop.
Does automated activity clear the open loop?
No. The qualifying follow-up has to be a manual action.
Can adding a note clear it?
Yes.
Troubleshooting
The count has not changed
Refresh the dashboard after completing the follow-up.
You followed up but the lead is still open
Check whether the activity was manual or automated. An automation does not clear the loop.
The count looks wrong
Open the lead and review the latest activity and current status.
You have a large backlog to clear
See How to Bulk Clear Open Leads — with an important caution about not changing statuses just to clear the number.
Related
How to Bulk Clear Open Leads
Understanding Tasks on the REsimpli Dashboard