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SG Lead Pro User Manual
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SG Lead Pro — Complete User Manual & Knowledge Base

#Executive Overview

Welcome to the Master User Manual for SG Lead Pro CRM. This handbook is your comprehensive, step-by-step operational guide to managing property buyer inquiries, accelerating sales conversions, automating follow-up discipline, and scaling your real estate business.

Whether you are logging in for the very first time as a new sales representative or configuring multi-project advertising campaigns as a business owner, this manual covers every screen, button, workflow, and setting in clear, human language.

#Table of Contents

Chapter 1: Welcome to SG Lead Pro

Welcome to SG Lead Pro, the purpose-built Customer Relationship Management (CRM) platform designed specifically for real estate developers, property brokers, sales agencies, and high-velocity deal-closing teams.

Unlike generic, bloated corporate CRMs that require months of technical training, SG Lead Pro is engineered around one simple principle: helping your sales team connect with property buyers faster, follow up with discipline, and close more deals with less manual paperwork.

Whether you are a solo property consultant, a fast-growing real estate brokerage, or an enterprise developer handling dozens of residential and commercial towers, this user manual will guide you through every feature, button, workflow, and setting in simple, everyday language.

#1. Why SG Lead Pro? The Problems It Solves

In the real estate and property sales industry, deals are won or lost in the first few hours. Typical sales teams face four major bottlenecks every day:

  1. Lead Leakage & Delay: Inquiries coming from Facebook, Instagram, Google, MagicBricks, and 99acres sit in spreadsheets for hours or days before an agent calls them. By that time, the buyer has already spoken to a competitor.
  2. Disorganized Follow-ups: Sales agents forget who they were supposed to call back, leading to missed client appointments and cold inquiries.
  3. No Field Visibility: Managers have no clue if their sales representatives actually reached a site visit or if the client showed up.
  4. Scattered Project Material: Agents fumble through WhatsApp chats and email attachments trying to find the latest brochure, floor plan, or rate card while the customer is on the phone.

SG Lead Pro solves all of this in one unified system:

  • Instant Omnichannel Ingestion: Inquiries from social media ads and real estate portals drop into your CRM within seconds.
  • Automated Round-Robin: Leads are automatically and fairly assigned to active sales agents without manual intervention.
  • Discipline-Driven Follow-ups: Built-in dual reminders alert agents on their phone and laptop 5 minutes before and right at the scheduled follow-up time.
  • Site Visit GPS Tracking: Field executives check in and check out at the project site with logged feedback and timeline stamps.
  • Built-in SG AI Copilot: Instantly search your CRM using plain English, turn messy WhatsApp chat notes into structured buyer requirements, and craft personalized WhatsApp pitches in 1 click.
  • Central Project Drive: Send high-resolution brochures, floor plans, and unit pricing directly via 1-click WhatsApp download links that never clog phone memory.

#2. Core Concepts & Terminology

Before diving into the screens, let's establish a common vocabulary. You won't find complicated software jargon here—just simple terms that reflect your everyday sales operations:

Term What It Means in Plain English
Workspace / Company Your company's private, secure account in SG Lead Pro. All your leads, projects, users, teams, and data are completely isolated and private to your business.
Lead A prospective property buyer or investor who has expressed interest in your projects (via an online ad, website form, phone call, walk-in, or property portal).
Lead Status (Stage) Where the customer currently sits in your sales journey (e.g., New, Contacted, Follow-up Required, Site Visit Scheduled, Negotiation, Deal Won, Lost).
Lead Temperature How warm or urgent the customer is: Hot (🔥) (ready to buy immediately), Warm (🌤) (interested within 1–3 months), Cold (❄️) (exploring/future budget), or Unset (⚪).
Pipeline / Kanban A visual board that displays your leads arranged in vertical columns by sales stage, allowing you to drag and drop leads as they progress.
Follow-up Task A scheduled reminder for a specific action (phone call, WhatsApp message, meeting, or document collection) tied to a lead.
Site Visit A scheduled in-person visit where a sales representative meets the prospective buyer at the project site to inspect the model flat, plot, or commercial space.
Project A real estate development, building, layout, or campaign (e.g., "Greenfield Heights" or "Skyline Towers").
Unit Inventory Individual apartments, offices, or plots inside a project with their floor, number, configuration, square footage, and booking status (Available, Blocked, Sold).
Project Drive A central library of digital brochures, rate cards, floor plans, and videos stored in the cloud that can be shared with clients in 1 click.
Round-Robin An automatic distribution rule that assigns incoming inquiries equally in a rotating circle among your active team members.

#3. User Roles & Hierarchy: Who Can Do What?

SG Lead Pro uses a clear role-based permission system so that everyone sees only the information relevant to their job.

Organizational Level Role Title Key Focus & CRM Responsibilities
Top Tier Super Admin Platform infrastructure, multi-company provisioning & global system health
Company Level Company Administrator Business owner / director managing company settings, integrations & teams
Management Level Sales Manager / Team Leader Overseeing assigned teams, reallocating leads, tracking SLAs & closing deals
Field / Telecalling Level Sales Executive / Agent Calling prospects, qualifying requirements, site visits & logging interactions

#1. Company Administrator (Business Owner, Director, or Head of Sales)

  • What they do: Own and configure the company's entire CRM workspace.
  • Capabilities:
    • Full access to all company leads, projects, reports, and analytics.
    • Can invite, edit, deactivate, or reset passwords for team members.
    • Can configure integrations (Meta Lead Ads, WhatsApp, Google Sheets, Real Estate Portals).
    • Can customize sales stages, pipeline workflows, and custom role permissions.
    • Can view all company audit logs, attendance sheets, and export reports.

#2. Sales Manager / Team Leader

  • What they do: Supervise a team of sales executives, monitor pipeline velocity, and help close deals.
  • Capabilities:
    • View all leads assigned to their team members.
    • Reassign leads between agents to balance workload.
    • Approve or reject deal closures (Won or Lost approvals).
    • Track daily follow-up completion rates, missed visits, and agent response times.
    • Access team performance analytics and reports.

#3. Sales Executive / Agent / Telecaller

  • What they do: Work frontline inquiries, make calls, log notes, qualify requirements, and schedule site visits.
  • Capabilities:
    • View their assigned leads and personal follow-up schedule.
    • Log activity notes, update lead temperature, and change lead status.
    • Generate 1-click WhatsApp messages, share project brochures, and record customer feedback.
    • Request deal closure approval from their manager.
    • Cannot delete leads or view other teams' confidential contacts unless specifically permitted.

#4. Field Site Visit Representative

  • What they do: Meet clients on-site at projects, conduct walkthroughs, and record visit outcomes.
  • Capabilities:
    • View upcoming visits assigned to them.
    • Start Journey, Check-In, and Check-Out on-site via mobile browser.
    • Log immediate customer feedback and booking intentions.

#4. Logging In & Accessing Your Account

Accessing SG Lead Pro is fast and secure:

  1. Open your modern web browser (Google Chrome, Microsoft Edge, Brave, or Safari on laptop or mobile).
  2. Navigate to your CRM web address (e.g., https://sgleadpro.com/login).
  3. Enter your Registered Email Address and Password.
  4. Click Sign In.
Pro Tip

Forgot Password? If you ever forget your password, click the "Forgot Password?" link on the login page, enter your registered email address, and you will receive a secure password reset link in your inbox.

### Staying Logged In Securely - SG Lead Pro remembers your device session so you do not have to re-enter your credentials every few minutes. - If you log in on a public or shared computer, always remember to click your profile avatar in the top-right corner and choose **Log Out**. - Through your **Profile Settings**, you can view all active devices currently logged into your account and remotely revoke any suspicious sessions in 1 click.

#5. The Modern Real Estate Buyer Journey in SG Lead Pro

To get the most value out of SG Lead Pro, every team member should understand the five stages of a real estate transaction and how the software facilitates each step:

Journey Stage Timeline Primary Objective & Outcome
Stage 1: Capture & First Touch Under 5 Minutes Instant round-robin assignment & sub-5-minute phone contact
Stage 2: Qualification & Nurture Days 1 to 3 Capture buyer budget & send official brochure via 1-click WhatsApp
Stage 3: The Site Visit Walkthrough Typically Weekend GPS-verified physical site tour & floor plan review
Stage 4: Negotiation & Token Booking Week 2 Price proposal, unit selection & closure approval request
Stage 5: Loan Sanction & Registration Post-Booking Document verification, bank loan sanction & unit registration

#Stage 1: Capture & First Touch (0 to 5 Minutes)

  • Buyer Mindset: The prospect has just clicked an ad on Instagram or Facebook while sitting on their couch or commuting. They are curious about price and floor plans, but they have not yet committed to speaking with anyone.
  • CRM Action: The lead drops into SG Lead Pro in under 3 seconds. The round-robin engine assigns it to Agent Priya. Priya receives an instant push notification on her phone, taps the green call icon, and speaks to the client while the ad is still fresh in their mind.

#Stage 2: Qualification & Nurture (Days 1 to 3)

  • Buyer Mindset: The buyer is comparing 3 to 5 different projects in the same neighborhood. They want to know carpet areas, price per square foot, builder reputation, and bank loan approvals.
  • CRM Action: Priya opens the lead's profile, logs the budget (₹1.2 Cr) and configuration (3BHK), clicks Project Drive, and sends the official e-brochure and floor plans via 1-click WhatsApp. She schedules a follow-up task for Thursday morning.

#Stage 3: The Site Visit Walkthrough (Weekend)

  • Buyer Mindset: The buyer brings their spouse or parents to the project site on Saturday morning. They want to see the physical quality, natural light, elevator speed, and parking space.
  • CRM Action: The visit is scheduled on the SG Lead Pro Site Visits calendar. Representative Vikram meets the family at the gate, taps Check In, walks them through the model flat, and taps Check Out with logged notes: "Loved Flat 804 in Tower B; wants cost sheet with 2 covered car parks."

#Stage 4: Negotiation & Token Booking (Week 2)

  • Buyer Mindset: The family has decided this is their future home. They are now negotiating final pricing, floor rise waivers, and payment milestones.
  • CRM Action: The lead is dragged into the Negotiation column on the Kanban board. When the buyer hands over a ₹1,00,000 token cheque, Vikram clicks Book Unit in the property inventory, locking Flat 804, and submits a Deal Won approval request to the sales director.

#Stage 5: Loan Sanction & Agreement Registration

  • Buyer Mindset: Collecting salary slips, bank statements, and coordinating with the bank loan executive.
  • CRM Action: The deal is officially marked Won. The client's record remains securely archived in the CRM for future reference, referrals, and post-possession communication.

Chapter 2: Interface & Navigation Guide

SG Lead Pro is designed for high-efficiency daily work. Whether you are using an ultra-wide desktop monitor, a 14-inch laptop with Windows scaling, or a mobile phone on the road, the layout dynamically adapts so that no buttons, data columns, or client actions are ever hidden or lost.

#1. Anatomy of the Screen

When you log into SG Lead Pro on your computer, your screen is divided into three primary zones:

Interface Zone Position & Layout Key Elements & Daily Operational Functions
Top Navigation Bar Top screen (Sticky) Quick page title, global Ask SG AI Copilot search trigger (Ctrl + K), voice transcription button, notification center (🔔), help & manual link (?), and user profile settings.
Collapsible Sidebar Left panel (Collapsible) Main department navigation: Overview (Dashboard, Analytics, Calendar), Leads & Actions (Database, Pipeline, Follow-ups, Site Visits), Projects & Drive, Message Templates, Teams & Attendance, and Settings. Includes the **`[
Main Content Canvas Center & Right area The primary working area displaying customer data tables, Kanban boards, analytics charts, and client profiles. Automatically expands to full width when the sidebar is collapsed.

#Zone 1: The Collapsible Sidebar (Left Panel)

The sidebar is your main compass. It houses all functional departments:

  • Overview: Dashboard, Analytics, Calendar.
  • Leads & Actions: Lead Database, Visual Pipeline (Kanban), Follow-ups, Site Visits, Upload Leads (CSV).
  • Projects & Field: Project Catalog, Central Project Drive.
  • Communications: Message Templates (WhatsApp & Email).
  • Team & Operations: Users, Teams & Round-Robin, Daily Attendance.
  • Reports: Standard Reports & Custom Report Builder.
  • Settings: Company Branding, Lead Status Workflow Builder, Roles & Permissions, Integrations.

#Zone 2: The Top Navigation Bar (Header)

The top navbar provides omnipresent global utilities:

  • Page Title: Confirms the current section you are working in.
  • SG AI Copilot Global Search: Click or press Ctrl + K to search anything in natural language.
  • Dual Notification Bell: Displays live alerts for new lead assignments, 5-minute follow-up warnings, and overdue escalations.
  • User Profile Menu: Access your profile settings, active devices/sessions, and logout.

#Zone 3: The Main Content Area

This is your active workspace where tables, customer details, kanban boards, and reports are rendered.

#2. Using the Desktop Collapsible Sidebar

On smaller laptops (such as 13", 14", or 15" screens where Windows sets scaling to 125% or 150%), horizontal screen real estate is precious. Having wide tables with lots of customer information can push action buttons off-screen.

SG Lead Pro includes a 1-Click Sidebar Collapse System:

  1. Look at the top of your sidebar, directly beneath the company logo.
  2. Click the [ |< ] Collapse Sidebar button.
  3. The sidebar instantly collapses into a sleek 62px icon rail, freeing up 138 pixels of horizontal space for your data tables and pipeline!
  4. When you want to expand it back, simply click the top [ |< ] icon again.
Pro Tip

Persistent Preference: SG Lead Pro remembers your choice. If you prefer working in compact mode, it stays collapsed across page changes and even after you close and reopen your browser! Helpful Tooltips: While collapsed, you can hover your mouse cursor over any icon to see its full name (e.g., hovering over the calendar icon displays "Calendar").

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#3. High-Density Layout & Sticky Table Columns

When reviewing a list of 50 or 100 leads, you need to see the lead's name, phone number, project, source, status, assigned agent, and action buttons without frustrating side-scrolling.

To make this seamless:

  1. Adaptive Spacing: On screens $1440\text{px}$ and below, padding and fonts automatically switch to an executive high-density mode, letting you see 20–30% more data at a glance.
  2. Sticky Actions Column: Even on very detailed tables that have horizontal scrollbars, the Actions column (with the View Lead, Edit, and Delete buttons) remains permanently pinned to the right edge of your screen. You will never lose access to action buttons no matter how wide the table is.
  3. Smooth Scrollbars: Custom slim scrollbars appear only when needed to give you clear visual cues.

#4. The Global SG AI Copilot Search (Ctrl + K)

In the middle of the top navbar sits the SG AI Search Bar. You can click it anytime, or press the universal keyboard shortcut: $$\mathbf{Ctrl + K}\quad (\text{or }\mathbf{Cmd + K}\text{ on Mac})$$

This opens a floating AI command palette where you can search your CRM in simple conversational English:

  • "Find lead Rahul Sharma"
  • "Show me all hot leads interested in Palm Meadows"
  • "Which site visits are scheduled for tomorrow?"
  • "Open project brochure for Skyline Towers"

The AI understands typos, phonetics, and context, bringing you directly to the record you need without clicking through multiple menus.

#5. Working on Mobile Devices & Tablets

Real estate agents and field representatives spend hours traveling between project sites and client meetings. SG Lead Pro provides a dedicated mobile experience right in your smartphone browser:

  1. Sliding Drawer Navigation: On mobile screens, the sidebar hides off-screen to give you 100% of your screen for customer data. Tap the hamburger icon (☰) in the top navbar to slide open the menu.
  2. Card-Based Views: Wide desktop tables automatically transform into clean, touch-friendly mobile cards with large tap targets for phone calls and WhatsApp messaging.
  3. 1-Tap Direct Actions: Every lead card on mobile features direct green phone buttons (tel:) and WhatsApp buttons (wa.me) that open your phone's dialer or WhatsApp app instantly.
  4. GPS Field Check-Ins: When arriving at a project site, field staff can tap Check In to verify their location and timestamp with one tap.

Chapter 3: Dashboard & Executive Command Center

The Dashboard is the first screen you see when logging into SG Lead Pro. It serves as your personal cockpit, giving business owners, sales directors, and agents an immediate bird's-eye view of their sales health for the day, week, or month.

Instead of hunting through spreadsheets or running manual calculations, the dashboard updates in real-time as inquiries arrive and deals progress.

#1. Key Performance Indicator (KPI) Metric Cards

At the very top of the dashboard, you will find a row of vital performance cards:

KPI Card What It Measures Why It Matters to Your Business
Total Inquiries (Leads) The total number of unique client inquiries received within the selected period. Measures top-of-funnel marketing volume and campaign reach.
Active Pipeline Value Total estimated monetary value of all deals currently progressing through qualification, site visits, and negotiation. Tells leadership how much potential revenue is currently in play.
Today's Follow-ups The number of scheduled calls, WhatsApp check-ins, and meetings due today. Ensures zero customer inquiries are neglected or forgotten.
Scheduled Site Visits Total property walkthroughs scheduled for today and the upcoming week. Site visits are the #1 predictor of real estate deal closures.
Conversion Rate (%) The percentage of total inquiries that successfully reached Deal Won status. Measures sales effectiveness, lead quality, and team closing capability.
Unassigned Leads New inquiries that have not yet been assigned to any sales representative. Critical alert metric: unassigned leads go cold in minutes!
Important

Role-Based Numbers:

  • If you are a Company Administrator, your KPI cards calculate data across the entire organization.
  • If you are a Sales Manager, your cards calculate data for your assigned team members.
  • If you are a Sales Executive, your cards calculate only your personal pipeline, tasks, and site visits.
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#2. The Visual Conversion Funnel

Below the top KPI cards, the dashboard displays your Sales Conversion Funnel. This visual pipeline shows exactly where prospects are dropping off and where your team is excelling:

Funnel Stage Typical Conversion % Conversion Health Indicator & Business Meaning
1. New Inquiries 100% Total inflow baseline of inbound and campaign leads
2. Contacted & Qualified 68% Response Rate: Prospects successfully reached and qualified by agents
3. Site Visits Conducted 24% Walk-In Ratio: Qualified prospects attending physical project walkthroughs
4. Offers & Negotiations 12% Closing Ratio: Serious buyers actively negotiating pricing and payment terms
5. Deals Won & Booked 6.5% Final Conversion: Executed buyer bookings with token deposit paid

#How to Use Funnel Insights:

  • High drop-off between New $\rightarrow$ Contacted: Your agents may be taking too long to make the first phone call. Consider turning on automated round-robin lead assignment and checking agent response times.
  • High drop-off between Contacted $\rightarrow$ Site Visit: Inquiries may need better qualification, or agents may need more compelling project brochures and video walkthroughs to encourage clients to visit.
  • High drop-off between Site Visit $\rightarrow$ Deal Won: Review pricing, unit availability, negotiation flexibility, or competitor offerings.

#3. Today's Action Center & Daily Schedule

In the center of the dashboard, you will find your Daily Schedule Widget:

  1. Pending Follow-ups for Today:
    • Lists client names, scheduled call times, and task notes.
    • Click the green phone icon to dial immediately.
    • Click the green checkmark (✔) to mark the follow-up complete.
  2. Today's Site Visits:
    • Shows which clients are scheduled to visit which project, at what time, and which sales rep will receive them.
    • Click directly on the lead name to view driving directions, client budget, and family requirements.
  3. Overdue Action Alerts:
    • Highlighted in red: any task or visit that was scheduled for yesterday or earlier that has not been logged or marked done.

#4. Lead Source & Campaign ROI Breakdown

Knowing which advertising channel drives your actual buyers is the secret to scaling profits:

  • Source Breakdown Pie Chart: Displays inquiries grouped by channel:
    • Meta Lead Ads (Facebook & Instagram)
    • Google Search Ads
    • Real Estate Portals (MagicBricks, 99acres, Housing.com)
    • Organic Website / Landing Page
    • Direct Walk-in / Reference / Telecalling
    • CSV Bulk Upload
  • Conversion by Channel: Shows not just how many leads a channel produced, but which channel delivered the highest percentage of closed bookings.

#5. Timeframe Filters: Daily, Weekly, Monthly, and Custom

At the top-right of the dashboard, you can switch the reporting period with 1 click:

  • Today: Great for daily morning stand-ups and evening wrap-ups.
  • This Week: Track progress against weekly sales targets.
  • This Month: Review monthly closing quotas and marketing spend efficiency.
  • Custom Range: Pick any start and end date to review seasonal campaigns or quarter-end performance.

Chapter 4: Lead Management — The Heart of Your CRM

The Lead Database (/leads) is where your sales team will spend most of their working hours. It provides a clean, fast, and structured overview of every potential buyer who has expressed interest in your projects.

#1. Navigating the Lead Database Table

When you click Lead Management in the sidebar, you are presented with the central data table. Here is what each column represents:

Column Header Description & Interaction
Lead (Name & Temp) The buyer's full name alongside their active Temperature Pill (Hot, Warm, Cold, or Unset). Clicking their name opens their full profile.
Contact The customer's primary phone number and email address. Features a green WhatsApp icon that opens a direct chat window, and a clickable phone link that triggers your dialer.
Project The specific real estate development or property campaign the customer inquired about (e.g., "Skyline Towers 3BHK").
Source Where the inquiry came from (e.g., Meta Lead Ads, MagicBricks, Walk-in, CSV Import).
Status The active stage in your pipeline (e.g., New, Contacted, Site Visit Scheduled, Negotiation). Styled with distinct color badges.
Assigned Agent The sales representative currently responsible for nurturing this prospect. If unassigned, it displays a red Unassigned warning.
Created The date the inquiry arrived in your CRM.
Actions (Sticky) Permanently pinned to the right edge: View Lead (👁), Edit Details (✏️), and Delete Lead (🗑) (for authorized roles).

#2. Understanding Lead Temperatures

Not all leads are created equal. A customer wanting to buy a 3BHK flat this weekend requires vastly different attention than someone browsing prices for retirement in three years.

SG Lead Pro uses visual Temperature Pills so agents can prioritize their daily calling order:

Temperature Pill Buyer Intent & Profile Recommended Agent Action
🔥 Hot High immediate intent. Pre-approved loan, active budget, or urgent relocation. Call within 15 minutes. Propose immediate site visit.
🌤 Warm Qualified and interested, but planning purchase within 1–3 months. Send project floor plans & follow up every 3–4 days.
❄️ Cold Low immediate intent, budget mismatch, or unresponsive after 3 attempts. Add to monthly WhatsApp nurture broadcast list.
⚪ Unset Brand new inbound lead. Not yet contacted or qualified. Dial immediately to complete first-touch qualification.

#How to Update a Lead's Temperature:

  1. From the main table, click directly on the small Set or temperature pill button next to the lead's name.
  2. Select Hot, Warm, Cold, or Unset from the dropdown.
  3. The table and Kanban board update instantly without requiring a full page reload!

#3. Searching & Filtering Your Database

When managing thousands of inquiries, finding the exact customer or segment takes only seconds:

Type any part of a customer's name, phone number, or email address into the search input and press Enter. Even if you only remember the last 4 digits of a phone number or part of a surname, SG Lead Pro locates the record instantly.

#Quick Filter Dropdowns

Located right beside the search bar:

  • Status Filter: View only New leads, only Site Visit Scheduled, or only Negotiation.
  • Temperature Filter: Isolate your Hot (🔥) leads to run an urgent morning calling drive.
  • Project Filter: Filter leads interested specifically in Project A vs. Project B.
  • Agent Filter: Managers can filter leads assigned to a specific representative, or view all Unassigned inquiries to reallocate them.
  • Source Filter: Filter by advertising channel (e.g., see only Facebook Ads inquiries).
  • Per Page: Choose between 15, 30, 50, or 100 leads per page.

#The Advanced Filters Drawer

Click the # Advanced button to reveal specialized criteria:

  • Date Created Range: Filter leads received between two specific dates (e.g., last weekend's property expo).
  • Call Duration Category: Isolate leads with long talk times (>3 minutes) vs. unreached leads.
  • Sort By: Order by newest first, oldest first, or last activity timestamp.
Pro Tip

1-Click Reset: Whenever you have filters applied, a red Reset All button appears. Clicking it clears all filters and returns you to the complete database in one click.

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#4. Sub-Tabs: All Leads vs. Manual Leads vs. External Leads

Above the filter bar, you will see three convenient quick-filter tabs:

  • 📂 All Leads: Displays your entire customer database across all channels.
  • 👤 Manual Leads: Shows inquiries that were manually entered by your team (walk-ins, phone inquiries, referrals).
  • ⚡ External Leads: Filters exclusively for digital inquiries ingested automatically from Meta Lead Ads, Google Forms, website webhooks, and real estate portals.

#5. Adding a Lead Manually (Step-by-Step)

While digital ads flow in automatically, walk-ins and phone referrals can be added manually in seconds:

  1. Click the blue + Add Lead button in the top-right corner of the Lead Management screen.
  2. Fill in the Essential Contact Information:
    • Full Name (Required): e.g., "Amitabh Verma".
    • Phone Number (Required): Enter the 10-digit mobile number. The system automatically formats country codes for WhatsApp and dialing.
    • Email Address (Optional): e.g., "amitabh.v@example.com".
    • City / Location (Optional): Where the buyer currently lives.
  3. Specify the Sales Assignment:
    • Interested Project: Select the property they inquired about.
    • Assigned Representative: Assign directly to a sales agent, or leave unassigned for the manager to allocate.
    • Lead Source: Choose Walk-in, Direct Phone Call, Referral, or Newspaper Ad.
    • Initial Status: Usually set to New or Contacted.
    • Initial Temperature: Hot, Warm, Cold, or Unset.
  4. Record their Buyer Requirements:
    • Budget Range: Minimum and maximum budget (e.g., ₹75 Lakhs – ₹1.2 Crore).
    • Property Configuration: 1BHK, 2BHK, 3BHK, 4BHK, Plot, Commercial Office.
    • Notes / Client Remarks: e.g., "Looking for high floor facing garden, needs possession by Diwali".
  5. Click Save Lead.

The lead is immediately registered in the system, logged on the activity timeline, and the assigned agent receives a push notification!

#6. Deduplication & Merging Duplicates

In real estate sales, prospective buyers frequently fill out multiple Facebook ad forms over several weeks or submit inquiries across both Facebook and 99acres. Having three duplicate records for the same client confuses agents and leads to embarrassing double-calling.

SG Lead Pro has a built-in Deduplication Engine:

  1. In the top-right corner of the Lead Management screen, click the yellow Deduplicate button.
  2. The system scans your entire database and groups duplicate records by matching phone numbers or email addresses.
  3. For each duplicate group, you will see:
    • The primary record (oldest or most complete).
    • The secondary records with their source campaigns and dates.
  4. You have two options:
    • Merge: Consolidates the records into one master lead, preserving all historical call notes, task reminders, and site visit logs from both copies while deleting the duplicate.
    • Dismiss: Keeps both records separate if they represent different members of the same family or valid separate requirements.
    • Merge All: Click Merge All to automatically consolidate all identified duplicates across your company in one batch!

#7. Standard Operating Procedure (SOP): The 3-Minute First Call Script

To ensure your telecalling and sales team consistently qualifies inquiries and books site visits on the very first touchpoint, follow this proven 3-Minute Qualification SOP:

SOP Step Duration Core Telecalling Objective
Step 1: Warm Greeting & Context 30 Seconds Establish immediate rapport and reference the exact project inquired about
Step 2: 5 Golden Qualification Questions 90 Seconds Determine budget, configuration, timeline, financing, and decision maker
Step 3: Pitching the Site Walkthrough 45 Seconds Secure a confirmed day, date, and time slot for a physical site tour
Step 4: CRM Logging & WhatsApp Delivery 15 Seconds Update lead requirements card and dispatch e-brochure in 1 click

#Step 1: Warm Greeting & Immediate Context (0 to 30 Seconds)

"Hello, good morning! Am I speaking with Mr. Amitabh Verma? Hello Mr. Verma, my name is Priya from [Company Name]. I noticed you just submitted an inquiry on our Facebook page regarding our luxury 2 & 3 BHK residences at Palm Meadows. Have I caught you at a good time for a quick two-minute chat?"

  • Why this works: Mentioning the exact platform (Facebook) and the exact project (Palm Meadows) connects the call to their memory immediately, preventing them from hanging up thinking it's spam.

#Step 2: The 5 Golden Qualification Questions (30 to 120 Seconds)

Never interrogate the customer. Weave these five questions naturally into conversation:

  1. Configuration: "Mr. Verma, are you exploring this property for your own family's self-use, or are you looking at it from an investment perspective?"
  2. Size / BHK: "Great! Were you primarily interested in our 2 BHK spacious layouts (around 850 sq.ft) or our 3 BHK master suites (around 1,200 sq.ft)?"
  3. Timeline: "And when are you planning to shift? Are you looking for a ready-to-move apartment within the next 3 months, or is an under-construction possession next year suitable for you?"
  4. Budget: "Our 3 BHK units start around ₹1.15 Crore all-inclusive. Is that comfortable with the budget range you have in mind, or did you have a specific price cap?"
  5. Funding: "Will you be self-funding the purchase, or would you like our in-house banking desk to share pre-approved home loan EMI options from SBI or HDFC?"

#Step 3: The Site Visit Hook (120 to 165 Seconds)

Never ask a vague question like "Would you like to visit sometime?" Always offer an alternate choice:

"Mr. Verma, photos and brochures can only show so much. We have a fully furnished 3BHK model flat ready on-site with the exact finishes and natural lighting. We are hosting an exclusive preview walkthrough this weekend. Would Saturday at 11:30 AM or Sunday around 3:30 PM work better for you and your family to come by?"

#Step 4: CRM Logging (Last 15 Seconds)

Immediately after hanging up:

  1. Set the Lead Temperature: Hot (🔥) if they agreed to a visit; Warm (🌤) if they requested a brochure first; Cold (❄️) if budget was completely mismatched.
  2. In the Requirement Box, check 3 BHK, set budget ₹1.15 Cr, and intent Self-Use.
  3. In Log Activity, write: "Spoke with client. Very interested in 3BHK. Scheduled site visit for Saturday @ 11:30 AM with spouse."
  4. Click Message Templates $\rightarrow$ Dispatch the Site Visit Confirmation WhatsApp in 1 click!

Chapter 5: The Lead Profile in Detail

Clicking on any customer's name opens their Lead Profile Page (/leads/{id}). This screen is the single source of truth for the customer. It consolidates every phone call, WhatsApp conversation, site visit, family requirement, and sales milestone into one unified timeline.

#1. Screen Layout: The Customer Profile

The Lead Profile is organized into two primary columns:

Column Area Module Component Key Functions & Actions Available
Left Column
(Profile & Requirements)		 1. Identity & Quick Contact Direct click-to-call, 1-click WhatsApp thread launcher, email dispatch, and source attribution.
2. Stage & Temperature Dropdown to progress pipeline stages (Contacted, Site Visit Scheduled, etc.) and set Temperature (Hot, Warm, Cold).
3. Assigned Representative Shows active sales owner; allows immediate reassignment to another telecaller or field closer.
4. Buyer Requirements Specific budget range, configuration (2BHK, 3BHK), property type, and target possession year.
5. Deal Closure Actions Submit closure requests for manager approval (Deal Won with unit booking or Deal Lost with reason).
Right Column
(Activity & Timeline)		 1. SG AI Copilot Hub Unstructured chat pasting & parsing, voice note transcription, and AI-tailored WhatsApp pitch generation.
2. Quick Activity Logger Rapidly log outbound call outcomes (Connected, Busy, No Answer), meeting notes, and customer feedback.
3. Follow-ups & Reminders Schedule next callback dates and times with automatic browser push notifications.
4. Field Site Visits Book property walkthroughs, assign site drivers, and view verified GPS check-in timestamps.
5. Unified Audit Timeline Permanent, chronological log of every phone call, note, stage change, and message ever sent.

#2. 1-Click Communications (Call, WhatsApp, Email)

Directly under the client's name at the top-left, you have three immediate action channels:

  1. Click-to-Call (📞 Phone):
    • On a desktop computer with a VoIP dialer or Android companion app, clicking dials the number automatically.
    • On a mobile browser, tapping opens your phone's native dialer with the number pre-filled.
  2. Click-to-WhatsApp (💬 WhatsApp):
    • Opens WhatsApp Web (on desktop) or the WhatsApp app (on mobile) directly with the customer's chat thread.
    • Automatically handles Indian country codes (+91) and international formats without requiring you to save the number in your phone's contacts first!
  3. Direct Email (✉️ Email):
    • Opens your default email client with the customer's email pre-filled in the "To:" field.

#3. Controlling Sales Stage & Temperature

In the top status bar:

  • Sales Stage Dropdown: Change the lead's status as your conversation progresses:
    • New Inquiry $\rightarrow$ Contacted / In Discussion $\rightarrow$ Follow-up Scheduled $\rightarrow$ Site Visit Scheduled $\rightarrow$ Site Visit Completed $\rightarrow$ Negotiation & Token $\rightarrow$ Deal Won or Lost.
    • Every time you change the stage, a permanent audit record is created in the timeline showing who changed it, the exact timestamp, and from which stage to which stage.
  • Temperature Indicator:
    • Click to toggle between Hot (🔥), Warm (🌤), Cold (❄️), and Unset (⚪).
    • Setting a lead to Hot immediately prioritizes them in all manager dashboards and kanban views.

#4. Capturing Buyer Requirements

Real estate buyers have specific needs. SG Lead Pro provides a dedicated Requirement Card so that any agent who opens the profile immediately knows what the client is looking for:

  • Budget Range: e.g., Min: ₹80 Lakhs, Max: ₹1.10 Crore.
  • Preferred Configuration: 1 BHK, 2 BHK, 3 BHK, 4 BHK, Villa, Penthouse, Commercial Shop, Office Space, Residential Plot.
  • Property Type: Residential Apartment, Gated Villa Community, Commercial High-Street, Industrial Warehouse.
  • Location Preferences: Specific neighborhoods, metro line proximity, or landmark preferences.
  • Possession Timeline: Ready to Move In (RTMI), Under Construction (within 6 months), or New Launch (within 2 years).
  • Financing Intent: Self-Funded / Cash vs. Bank Home Loan required.
Pro Tip

Pro Tip: Keep the requirement card updated. When a new tower or unit becomes available in your inventory, you can search for all leads whose budget and BHK match that exact property!

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#5. Logging Activities & Call Notes

Never rely on memory. Every time an agent speaks with a client, they should record a quick note in the Log Activity box:

  1. Under the Log Activity tab, choose the activity type:
    • Phone Call: Record what was discussed on the call.
    • WhatsApp Chat: Paste key discussion points or confirmation messages.
    • In-Person Meeting: Record meeting notes from the sales lounge or office.
    • General Note: Record internal observations (e.g., "Customer is comparing our project with Godrej Woods").
  2. Type your summary into the text box (e.g., "Spoke with Mr. Verma. He likes the 3BHK East-facing layout. Requested brochure on WhatsApp. Will visit site on Saturday at 11 AM with his spouse.").
  3. Click Log Activity.

The note is saved instantly with your name and timestamp, visible to the whole authorized team.

#6. The Unified Timeline & Audit Trail

The right side of the profile features the Customer Timeline. This chronological feed records:

  • When the lead was first created and from which ad campaign.
  • Every phone call and note logged by any agent.
  • Every status change and temperature update.
  • When follow-up reminders were scheduled, marked done, or missed.
  • When site visits were scheduled, started, and checked in.
  • Every file or brochure shared with the client.
  • System notifications and escalations.

Because the timeline is immutable, business owners have complete transparency over client interactions. If an agent goes on leave, any colleague can take over the client with zero loss of context.

#7. Deal Closure & Management Approvals (Won & Lost)

Closing a deal or marking a lead as lost represents a major financial milestone in real estate. To prevent rogue agents from accidentally marking valuable inquiries as "Lost" or falsely claiming sales commissions for "Won" deals, SG Lead Pro includes a Management Approval Workflow:

Workflow Step Initiator / Reviewer Action & Verification Details
1. Submission Sales Agent Requests closure (Won/Lost) with booking amount, unit number, and remarks
2. Review Manager / Director Inspects bank deposit proof, agreement value, and loss justification
3. Approval Manager / Admin Deal is officially closed, locked into revenue reports, and commission tracked
4. Rejection Manager / Admin Lead returned to active pipeline with feedback for re-engagement

#When a Deal is Won:

  1. The agent clicks Request Deal Won.
  2. A modal prompts for booking confirmation:
    • Booked Unit / Flat Number: e.g., "Tower B, Flat 1402".
    • Agreement / Booking Value: e.g., ₹1,25,00,000.
    • Token Amount Received: e.g., ₹2,00,000.
    • Remarks / Payment Mode: Cheque / Bank Transfer / UPI.
  3. The deal is submitted to the Management Approvals Queue.
  4. Once the Manager or Admin reviews and approves it, the deal is formally marked Won, reflected in company revenue dashboards, and locked into sales reports!

#When a Lead is Lost:

  1. The agent clicks Mark as Lost.
  2. The agent must select a mandatory Lost Reason:
    • Budget Too Low / Cannot Afford
    • Bought from Competitor
    • Location Not Suitable
    • Looking for Ready Possession (We are Under Construction)
    • Invalid / Wrong Number
    • Just Exploring / No Immediate Intent
  3. The manager reviews the lost request. If the manager believes the lead can be salvaged, they can Reject the Closure and reassign the lead to a senior closer!

Chapter 6: SG AI Copilot — Supercharging Your Daily Work

Real estate sales involves hours of repetitive admin work: typing notes after every call, calculating budgets, searching for specific inquiries across thousands of leads, and writing persuasive messages.

SG AI Copilot is built directly into SG Lead Pro to eliminate manual administrative friction, allowing your sales agents to focus on what humans do best: building trust and closing deals.

#1. Omnipresent Global AI Search (Ctrl + K)

At any moment, from any page in the CRM, you can tap the top search bar or press: $$\mathbf{Ctrl + K}\quad (\text{or }\mathbf{Cmd + K}\text{ on Mac})$$

This opens the SG AI Search Command Palette.

A normal search box only looks for exact word matches in names. SG AI Copilot understands natural human queries, sales context, and property criteria.

#Real-World Search Examples:

  • By Buyer Intent: "Show me all hot leads looking for 3BHK in Pune under 1.5 Cr"
  • By Schedule: "Which site visits are scheduled for tomorrow afternoon?"
  • By Inactivity: "Find qualified leads that haven't been contacted in the last 7 days"
  • By Sales Rep: "Show me all negotiations currently handled by Rajesh Kumar"
  • By Project: "Who inquired about Skyline Towers last weekend?"

The AI queries your live database, presents structured result cards, and lets you jump directly to the customer's profile with a single click.

#2. In-Lead AI Chat & Text Parser

When agents chat with prospective buyers on WhatsApp or receive lengthy email inquiries, customers rarely speak in structured database fields. A customer might write:

"Hi Rajesh, this is Dr. Sneha Kulkarni. Saw your ad for Palm Meadows. We are looking for a 3BHK or 4BHK for self-use. Budget is around 1.8 Cr. Needs to be near Hiranandani school because of my daughter. We are ready to visit this Sunday around 11:30 AM if sample flat is ready. Let me know."

In a traditional CRM, the agent would have to manually read through the message, open five different tabs, fill out the budget field, select the 3BHK checkbox, add notes, and create a site visit reminder.

#With SG AI Copilot:

  1. Open the Lead's Profile.
  2. Click the ✨ AI Parse tab.
  3. Paste the raw text, WhatsApp conversation, or email into the box.
  4. Click Parse with SG AI.
  5. Within 2 seconds, the AI analyzes the text and presents structured extraction fields:
    • Detected Name: Dr. Sneha Kulkarni
    • Configuration: 3 BHK / 4 BHK
    • Budget Range: ₹1.80 Crore
    • Intent: Self-Use / Ready Buyer
    • Special Requirements: Near Hiranandani School
    • Suggested Next Action: Site Visit on Sunday @ 11:30 AM
  6. Review the extracted fields and click Apply to Lead.

All fields, requirements, and scheduled visits are automatically saved to the lead record in 1 click!

#3. AI Voice Notes & Speech-to-Text Transcription

Sales agents on the road or walking back from a client meeting often do not have the time or patience to type out lengthy call summaries on their smartphone keyboard.

SG Lead Pro features AI Voice Note Logging:

  1. Open the Lead Profile on your phone or laptop.
  2. Click the Microphone Icon (🎙️ Voice Note).
  3. Speak naturally in Hindi, English, or mixed conversational language:

    "Met Mr. Sharma at the sales lounge. He liked Flat 804 in Tower B. His home loan is already approved with HDFC for 90 lakhs. He wants a 5% discount on the floor rise charge. If we can waive the parking fee, he will sign the booking application on Tuesday."

  4. Click Stop & Transcribe.
  5. The audio is instantly transcribed into crisp, professional English text.
  6. The AI automatically highlights key commitments (HDFC pre-approval, 5% floor rise request, potential Tuesday booking) and saves it directly into the customer's timeline!

#4. Personalized AI WhatsApp Pitch Generator

When a customer inquires about a project, sending a generic, copy-pasted wall of text gets ignored. Customers respond when the message addresses their exact family size, budget, and lifestyle requirements.

Instead of spending 10 minutes drafting a custom message, agents can use the AI WhatsApp Pitch Generator:

  1. On the Lead Profile, navigate to ✨ AI WhatsApp Pitch.
  2. Select the Pitch Goal / Angle:
    • First Welcome & Project Introduction
    • Site Visit Invitation & Exclusive Preview
    • Urgent Inventory Scarcity (Few Units Remaining)
    • Price Revision / Festival Offer Alert
    • Post-Visit Follow-up & Feedback Request
  3. Select the Tone: Executive & Professional, Warm & Friendly, or Urgent & Value-Focused.
  4. Click Generate Pitch.
  5. SG AI synthesizes the client's name, preferred BHK, budget range, and the specific project's key highlights into a compelling, formatted WhatsApp message complete with emojis, bullet points, and a clear call to action.
  6. Click Open in WhatsApp. WhatsApp opens with the tailored message pre-filled in the chat box, ready to send!
  7. The CRM automatically logs that an AI pitch was generated and sent, including the timestamp in the timeline.

#5. Security & Privacy of AI Features

  • Private Workspace Isolation: Your customer data, phone numbers, and notes are never used to train public AI models. All AI interactions run in secure, enterprise-grade isolated containers.
  • Admin Control: Company Administrators can enable or disable AI features anytime through Company Settings.

Chapter 7: Visual Sales Pipeline (Kanban Board)

While the tabular Lead Database is ideal for searching and filtering large volumes of data, sales leaders and closers thrive on visual clarity. The Pipeline Board (/leads/kanban) transforms your customer database into an interactive, visual sales pipeline.

Inspired by agile Kanban boards, every lead is represented as a visual card organized into vertical columns matching your company's sales stages.

#1. Anatomy of the Pipeline Board

When you click Pipeline Board in the sidebar, you see your sales process laid out horizontally from left to right:

Pipeline Stage Column Volume / Stage Intent Key Card Information Displayed Quick Actions Available Directly on Card
1. New Inquiries Fresh ad submissions awaiting first touch Buyer name, source channel (Meta Ads, 99acres), timestamp, temperature pill. 1-Click Call, 1-Click WhatsApp, quick qualification notes.
2. Contacted & Nurturing Active conversations & discovery underway Configuration (2BHK, 3BHK), budget range (₹85 Lakhs), next follow-up due timer. Log call outcome, reschedule callback, adjust temperature (Hot/Warm).
3. Site Visit Scheduled High-intent buyers with booked tours Destination project, scheduled date & time (Sat 11:30 AM), cab pickup requirement. WhatsApp Google Maps pin, send visit reminder, adjust appointment time.
4. Site Visit Completed Walkthrough concluded; evaluating units Specific unit numbers shortlisted (Tower B - Flat 702), client feedback summary. Share customized cost breakdown, dispatch floor plans, log objections.
5. Negotiation & Token Pending Final stage before formal booking Negotiated offer, discount approval, pending token cheque amount. Request Manager approval for Deal Won or log Deal Lost reason.

#What You See on Each Lead Card:

  • Buyer Name & Temperature Pill: Instantly recognize whether the lead is Hot (🔥), Warm (🌤), Cold (❄️), or Unset (⚪).
  • Project & Configuration: See at a glance what they want to buy (e.g., "Palm Meadows • 3BHK • ₹1.2 Cr").
  • Assigned Representative: Shows the initials or avatar of the agent managing the client.
  • Urgent Time Badges: Visual indicators showing if a follow-up is due today, overdue, or upcoming.
  • 1-Click Call & WhatsApp Icons: Click to initiate communication directly from the board without opening the full profile.

#2. Moving Leads with Drag-and-Drop

Updating a lead's stage is as simple as dragging a card with your mouse (on desktop) or finger (on touch screens):

  1. Click and hold the customer card you wish to update.
  2. Drag the card across the board toward the desired new stage.
  3. Release the card into the target column.
  4. The system automatically:
    • Updates the customer's pipeline stage in real-time.
    • Logs the stage transition in the customer's permanent activity timeline.
    • Updates the column counters and value totals at the top of each column.
    • Notifies the assigned team leader if the deal entered a critical stage like Negotiation or Won.

#3. Workflow Guardrails (Allowed Target Guidance)

In professional real estate sales, leads must follow a logical qualification path. Allowing an agent to jump a brand new uncontacted lead directly into "Deal Won" without conducting a site visit or qualifying budget leads to dirty data and flawed commission reports.

SG Lead Pro features Dynamic Workflow Drag Guidance:

  • When you start dragging a card, the system evaluates your company's sales rules.
  • Columns that represent valid next stages highlight with a soft blue/green boundary (.col-allowed-target), indicating you can drop the lead there.
  • Columns that represent invalid or skipped stages remain dimmed.
  • If you try to drop a card into a disallowed stage, the card snaps back to its original column with a clear notification explaining what step was missed (e.g., "A Site Visit must be logged before moving to Negotiation").
Note

Customizing Your Workflow Rules: Company Administrators can customize which stage transitions are allowed or restricted through Settings $\rightarrow$ Lead Statuses & Workflow Canvas.

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#4. Quick Actions Directly from Kanban Cards

You don't need to leave the board to take everyday actions:

  • Quick Call: Click the blue phone icon (📞) on the card to trigger the phone dialer.
  • Quick WhatsApp: Click the green WhatsApp icon (💬) on the card to open a chat thread.
  • Open Full Profile: Click on the client's name to view their complete timeline, requirements, and notes.
  • Quick Status Context Menu: Click the three dots (⋮) on any card to quickly reassign the lead or schedule a follow-up task.

#5. Filtering Your Pipeline Board

When an agency manages hundreds of leads, looking at the entire company's board at once can be overwhelming. The Kanban toolbar at the top allows you to filter the view:

  • Filter by Project: View only the pipeline for a specific building or campaign (e.g., see only "Skyline Towers" leads).
  • Filter by Agent: Sales managers can isolate the board for an individual representative during 1-on-1 pipeline reviews.
  • Filter by Temperature: Filter to see only Hot (🔥) deals across all stages to forecast this weekend's closings.
  • Compact View Toggle: Switch between detailed cards and ultra-compact cards to fit more leads on your screen.

Chapter 8: Follow-ups & Daily Task Management

In real estate sales, the fortune is in the follow-up. Over 80% of property bookings occur on or after the 5th follow-up call, yet average sales agents give up after just two attempts.

The Follow-up Records & Reminders Engine (/followups) ensures that no client drops through the cracks, no callback is forgotten, and every sales representative maintains rock-solid daily discipline.

#1. The Daily Follow-up Dashboard

When you click Follow-ups in the sidebar, you are greeted by the Day-Slider Navigation View:

Control Zone Interface Element Operational Function & Daily Usage
Header Filter Bar Agent & Date Pickers Switch between My Tasks and Entire Team, filter by task status (Pending, Completed, Overdue), or jump to any specific date on the calendar.
Weekly Day Slider Interactive 7-day strip Displays scheduled workloads across the week (Monday through Sunday). Clicking any date button instantly populates that day's calling agenda without reloading the page.
Active Day Badge Blue highlighted tab (Today) Shows the currently selected date along with an active task count (e.g., 12 tasks scheduled).
Week Navigation Prev (<) & Next (>) arrows Shift the entire calendar forward or backward by 7-day increments to review past completed records or prepare upcoming weekend appointments.

#The Interactive Week & Day Slider

  • Shows the entire current week day-by-day.
  • Each day shows the abbreviated day name, numerical date, and total scheduled tasks.
  • The active day is highlighted with a blue indicator bar.
  • Clicking any day instantly loads that day's task list without navigating away.
  • Use the < (Previous Week) and > (Next Week) arrow buttons to shift your calendar forward or backward in 7-day increments.

#2. Scheduling a Follow-up Task

You can schedule a follow-up directly from a Lead Profile, from the Kanban Board, or from the Follow-ups screen:

  1. Click + Schedule Follow-up.
  2. Select the Task Type:
    • Phone Call (📞): Callback to discuss project details, answer questions, or negotiate price.
    • WhatsApp Message (💬): Send brochure, rate card, or video walkthrough link.
    • In-Person Meeting (🤝): Meeting at the client's office, residence, or sales lounge.
    • Document Collection (📄): Collecting KYC documents, PAN card, or booking cheque.
  3. Specify the Due Date & Time:
    • Pick the exact calendar date (e.g., Tomorrow).
    • Set the scheduled time (e.g., 11:30 AM).
  4. Add Task Notes / Instructions:
    • Write clear instructions so you remember the context: e.g., "Call back after client discusses 3BHK layout with his wife. Send video walkthrough before calling."
  5. Click Save Task.

#3. The Dual Reminder System: Never Miss a Call

A reminder that only rings when you are already supposed to be on the phone is too late. You need advance notice to review client notes, open the brochure, and prepare your pitch.

SG Lead Pro uses an Intelligent Dual Reminder Engine:

Alert Stage Timing Notification Message Example Purpose
🚨 1st Alert: Advance Warning 5 Mins Before Due Time "⏳ Follow-up in 5 Mins: Call Mr. Amitabh Verma regarding Palm Meadows 3BHK" Review customer requirements and wrap up current task
🚨 2nd Alert: Immediate Action Exact Due Time "🚨 Follow-up Due NOW: Call Mr. Amitabh Verma for Palm Meadows 3BHK" Tap green phone icon to initiate the scheduled outbound call

#1. Advance Warning Notification (5 Minutes Before)

  • Arrives on your desktop browser and Android smartphone notification shade.
  • Gives you 5 minutes to conclude your current conversation, review the customer's requirement card, and get ready.

#2. Immediate Action Notification (At Exact Scheduled Time)

  • Sounds an audible alert and displays a high-priority banner on your screen.
  • Includes a direct 👀 View Lead quick action button. Tapping it opens the lead record and initiates dialing with zero friction.

#Native Web Push Technology

These alerts are delivered as Native Web Push Notifications. Even if your CRM browser tab is minimized, hidden in the background, or your phone is locked in your pocket, the notification arrives like a native mobile app alert!

#4. Managing Tasks: Completing, Rescheduling & Deleting

On the Follow-up Records screen, all tasks for the selected date are organized in a clean table:

Name & Phone Scheduled Time Assigned Sales Rep Follow-up Details Status Badge Quick Actions
Amitabh Verma
9876543210		 11:30 AM Rajesh Kumar Call regarding 3BHK East-facing flat
Wants possession by Diwali		 ⏳ Pending ✔ Done
✏️ Edit
🗑️ Delete
Sneha Joshi
9123456780		 02:15 PM Priya Patil Send WhatsApp brochure for Skyline ✅ Completed 👁 View
Dr. Kulkarni
9822012345		 10:00 AM Vikram Mehta Site visit confirmation call ⚠️ Overdue ✔ Done
✏️ Reschedule

#Completing a Task:

  • After concluding your call, click the Checkmark Button (✔).
  • A small popup prompts you to log a quick outcome note (e.g., "Spoke with client. Confirmed site visit for Sunday at 11 AM").
  • The task is marked Completed, logged in the customer's timeline, and cleared from your pending list!

#Rescheduling a Task:

  • If the customer was busy or requested a callback later, click Reschedule (✏️).
  • Pick a new date and time (e.g., "Today at 5:00 PM" or "Monday morning").
  • The task is shifted automatically, and fresh reminders are armed for the new time.

#5. Handling Overdue Tasks (Manager Escalation)

When a scheduled task passes its due time without being completed or rescheduled, it is flagged as Overdue (⚠️):

  1. It moves to the top of the agent's task list in bright red.
  2. In the team manager's dashboard, overdue task counters turn red.
  3. If a task remains overdue for more than 48 hours without explanation, the system sends an Overdue Escalation Alert to the sales manager, allowing leadership to step in and reassign the neglected lead before the buyer loses interest.

#6. The 5-Touchpoint Follow-up Cadence That Closes Deals

When a prospect doesn't book a site visit on the very first call, inexperienced agents abandon the lead. Elite closers use a multi-touchpoint follow-up cadence spread over 30 days:

Touchpoint Schedule Channel Primary Call / Message Objective
Touchpoint 1 Day 1 (Within 5 Mins) Direct Call + WhatsApp Immediate first-touch qualification & send brochure link
Touchpoint 2 Day 3 (48 Hours Later) WhatsApp Media Send 3D walkthrough video link & specific floor plan options
Touchpoint 3 Day 7 (Thursday/Friday) Phone Call Personal invitation for a dedicated weekend physical site visit
Touchpoint 4 Day 14 (2 Weeks Later) Phone Call / WhatsApp Offer bank loan pre-qualification & festive payment plans
Touchpoint 5 Day 30 (1 Month Later) WhatsApp / Call Scarcity notification (price revision alert or new inventory launch)

#Touchpoint 1: Day 1 (Within 5 Minutes of Lead Arrival)

  • Channel: Direct Phone Call + WhatsApp Follow-up.
  • Goal: Immediate qualification and rapport building.
  • CRM Action: If unreached, schedule a callback task for 4:30 PM today. Send WhatsApp Template: "Missed Call / Inquiry Introduction".

#Touchpoint 2: Day 3 (48 Hours Later)

  • Channel: WhatsApp Media Share + Short Check-In Call.
  • Goal: Provide value without being pushy.
  • Message: Share a 60-second drone video walkthrough or 3D architectural render of the clubhouse and swimming pool from Project Drive.
  • CRM Action: Log activity: "Sent video walkthrough via WhatsApp. Client responded asking about parking allocation."

#Touchpoint 3: Day 7 (Thursday or Friday Afternoon)

  • Channel: Phone Call.
  • Goal: Lock in weekend walkthrough.
  • Pitch: "Hi Mr. Verma, our project architect and senior bank manager will both be on-site this Saturday to answer technical layout and loan queries. We have 4 families visiting between 11 AM and 1 PM. Can I reserve a parking slot for your vehicle?"
  • CRM Action: If agreed, schedule Site Visit on the calendar.

#Touchpoint 4: Day 14 (Two Weeks In)

  • Channel: WhatsApp + Email.
  • Goal: Remove financial anxiety.
  • Message: Share an indicative bank EMI calculation sheet (e.g., "How to own a 3BHK for ₹68,000/month with our 10:90 developer payment scheme").
  • CRM Action: Update temperature to Warm (🌤).

#Touchpoint 5: Day 30 (One Month In)

  • Channel: Personalized SG AI Pitch or Direct Call from Senior Manager.
  • Goal: Create urgency / FOMO (Fear Of Missing Out).
  • Message: "Dear Mr. Verma, Tower B higher floors are now 85% booked. The developer is revising base rates by ₹250/sq.ft starting next Monday. If you are still exploring, this weekend is your final opportunity to lock in original launch pricing."
  • CRM Action: If the customer remains completely silent or states they bought elsewhere, submit for manager Deal Lost review with the verified lost reason.

Chapter 9: Field Site Visits Management

In real estate, property sales are rarely closed over the phone. The true moment of truth happens when a prospective buyer arrives at the project site, walks through the model flat, touches the finishes, and pictures their family living there.

The Site Visits Module (/visits) manages the entire lifecycle of in-person property walkthroughs—from initial scheduling to field GPS check-in and post-visit feedback.

#1. The Site Visit Overview Dashboard

Clicking Site Visits in the sidebar opens the central visits control room:

Visit Status Filter Example Load Operational Focus & Meaning
Upcoming & Today 24 Bookings All confirmed walkthrough appointments scheduled across your team awaiting execution.
Today's Schedule 8 Visits The dedicated agenda of buyer walkthroughs arriving at project sales galleries today.
In Progress 3 Active Clients currently traveling to the site (en route) or walking sample flats with an executive.
Completed 14 Conducted Visits successfully concluded, with logged feedback ratings and shortlisted unit numbers.
Missed / Overdue 2 Flagged Scheduled walkthroughs where the buyer did not arrive or the agent failed to check in on-site.

#2. Scheduling a Site Visit (Step-by-Step)

A site visit can be scheduled directly from any Lead Profile or from the Site Visits screen:

  1. Click + Schedule Site Visit.
  2. Select the Lead / Client: Choose from your database or type their name.
  3. Select the Destination Project: Choose the property they will inspect (e.g., "Palm Meadows Phase 2").
  4. Select the Assigned Sales Representative: The executive who will receive the client at the site lounge or accompany them.
  5. Set the Scheduled Date & Time: e.g., Saturday, 06 Sep 2026 at 11:30 AM.
  6. Add Logistics & Pickup Notes:
    • e.g., "Client coming by own car with family (3 adults, 1 child). Gate security notified. Wants to see 3BHK model flat and clubhouse amenities."
    • Specify if company cab pickup was requested.
  7. Click Confirm Visit Booking.

The system immediately:

  • Locks the appointment on the company calendar.
  • Sends a calendar invite and confirmation WhatsApp message to the customer (if templates are configured).
  • Arms the dual reminder alerts for the assigned sales representative.

#3. The 4-Stage Site Visit Field Lifecycle

Field representatives on-site execute a seamless 4-stage workflow using their mobile browser:

Lifecycle Stage Mobile Button / Trigger GPS & Action Performed
Stage 1: Scheduled Appointment Created Lead booked on schedule; calendar alert armed
Stage 2: Start Journey Tap Start Journey Agent is en route; departure timestamp recorded
Stage 3: Check-In Tap Check-In Client arrives; GPS coordinates verify physical site presence
Stage 4: Check-Out Tap Check-Out & Report Tour concludes; agent logs client rating & next steps

#Stage 1: Scheduled / Upcoming

The appointment is confirmed and waiting on the daily schedule.

#Stage 2: Start Journey (En Route)

  • When the sales executive departs the office or begins traveling to the site to meet the client, they tap Start Journey.
  • The system logs the departure timestamp and changes the status to In Progress.

#Stage 3: On-Site Check-In

  • When the client arrives at the project sales lounge or gate, the representative taps Check In.
  • The system records the exact check-in time and GPS verification, proving the visit took place.

#Stage 4: Check-Out & Feedback Logging

  • When the walkthrough concludes and the client departs, the representative taps Check Out.
  • A structured feedback modal appears immediately:
    • Client Interest Level: Extremely Interested (Hot), Moderately Interested (Warm), Neutral / Exploring, or Not Interested (Cold).
    • Specific Units Liked: e.g., "Flat 804 in Tower B" or "Villa #12".
    • Objections / Client Concerns: e.g., "Wants higher floor with sea view", "Budget slightly tight, asking for 3% discount", "Awaiting father's approval".
    • Agreed Next Step: e.g., "Send revised cost sheet with bank loan EMI breakdown by Monday morning".
  • The visit is marked Completed, and the notes are automatically appended to the customer's permanent lead timeline.

#4. Handling Missed Visits, No-Shows & Cancellations

Not every scheduled visit happens. Buyers get caught in traffic, have family emergencies, or simply forget.

SG Lead Pro ensures these inquiries are not abandoned:

#When a Client Cancels in Advance:

  • Click Cancel Visit.
  • Select the cancellation reason (Rescheduling for next week, Family emergency, Budget reconsidered).
  • The visit is marked cancelled, and the lead status automatically updates to Follow-up Required.

#When a Client Does Not Show Up (No-Show):

  • If 45 minutes pass beyond the scheduled time with no check-in, the visit is flagged Missed.
  • The agent clicks Mark No-Show.
  • A prompt asks: "Would you like to schedule an immediate callback?"
  • Clicking Yes automatically schedules a follow-up task for the next morning: "Follow up with client regarding missed visit and reschedule".

#5. Site Visits Analytics: Tracking What Converts

Clicking the Analytics button at the top-right of the Site Visits screen reveals critical operational insights:

  • Total Visits Conducted vs. Scheduled: Measure your team's walk-in realization rate.
  • Top Converting Projects: Which properties generate the highest ratio of booking tokens per site visit?
  • Agent Conversion Leaderboard: Which sales executives are the best closers on-site?
  • Visit-to-Booking Velocity: How many days pass between a client's first site visit and their final booking signature?

#6. The High-Converting Site Visit Playbook: From Arrival to Token Booking

In high-ticket real estate, the site visit is the closing arena. A structured, hospitable, and persuasive walkthrough dramatically increases the chance of securing an on-the-spot token booking.

Below is the standard 5-step operational playbook followed by top-performing property developers and agency sales teams:

#Step 1: Pre-Visit Preparation (30 Minutes Before Arrival)

  • Check Unit Availability: Open the SG Lead Pro Projects tab. Confirm that the exact sample unit, floor, or layout the buyer wants to see is currently unlocked and ready for viewing.
  • Review Buyer Profile: Pull up the client's record on your mobile device. Refresh your memory on their family composition, budget ceiling, preferred facing direction (e.g., East-facing / Vastu compliant), and primary motivation (self-use vs. investment).
  • Prepare Documentation: Have printed brochures, customized payment schedules, floor layouts, and sample booking forms ready in the conference folder.
  • Notify Site Security: Send the visitor's car number and name to the entrance security booth so the gate opens seamlessly without the customer waiting.

#Step 2: The Warm Welcome & Scale Model Briefing (First 15 Minutes)

  • Greet the client and their family warmly at the sales lounge reception with refreshments (coffee, tea, water).
  • Guide them to the Physical Architectural Scale Model before heading up to any construction or sample flat:
    • Orient them with the master site plan: point out the entry gates, clubhouse, landscaped central greens, children's play area, and parking basements.
    • Explain future connectivity: nearby metro lines, arterial highways, international schools, and tech parks.
    • Show them the exact tower and elevation where their preferred configuration is situated.

#Step 3: Guiding the Sample / Model Apartment Walkthrough (30 Minutes)

  • Let the Family Enter First: Allow the husband, wife, and parents to step into the living room first so they experience the volume, ceiling height, and natural daylight organically.
  • Sensory Highlights:
    • Direct their attention to premium fittings, Italian marble flooring, high-acoustic windows, and cross-ventilation.
    • Show the utility balcony and kitchen work triangle.
    • Walk into the master bedroom, showing wardrobe niches and en-suite bathrooms.
  • Strategic Open-Ended Questions to Ask During the Walk:
    • "Can you picture your living room sofa set right against this feature wall?"
    • "How does the natural sunlight in this balcony compare to your current residence?"
    • "Does this kids' bedroom provide enough study desk space for your children?"
    • Listen carefully to their comments. Every observation is a clue to their decision criteria or hidden hesitation.

#Step 4: The Closing Room Table Discussion (20 Minutes)

Never discuss price standing in a hallway or drafty balcony. Always escort the family back to a quiet, private negotiation room in the sales gallery.

  1. Inventory Shortlist: Open the SG Lead Pro unit matrix on your tablet or laptop. Show the client the 2 or 3 specific units that meet their criteria:
    • "We have Flat 702 (7th floor, garden view) and Flat 1202 (12th floor, panoramic skyline view) available today."
  2. Present the Cost Breakdown:
    • Walk through the base unit price, floor rise charges, covered car parking, GST, stamp duty, and maintenance deposit transparently.
    • Present the milestone-linked construction payment schedule or subsidized subvention/EMI scheme.
  3. Handle Price Objections Confidently:
    • If the client asks: "Is the price negotiable?"
    • Respond: "Our prices are standardized by the management to ensure fairness to all homeowners. However, if you are in a position to finalize your unit selection today, I can speak with my Sales Director to request an executive waiver on club membership or a complimentary covered car parking bay."
  4. Closing for the Token Booking:
    • "Tower B 3BHK units with this garden orientation are down to our last two inventory slots. Let us block Unit 702 with a nominal refundable token cheque today so you don't lose the early-bird launch pricing while your bank loan gets processed."

#Step 5: Immediate Post-Visit Follow-Up (Within 30 Minutes of Departure)

As soon as the client drives away:

  1. Tap Check Out in SG Lead Pro and log the full visit notes while your memory is fresh.
  2. Send an instant WhatsApp thank you message:
    • "Dear [Client Name], it was an absolute pleasure hosting you and your family at Palm Meadows today! As discussed, I have attached the detailed cost breakdown for Unit 702 (Tower B) along with the bank approved loan list. Feel free to call me if you have any questions over the weekend."

#7. Transport & Cab Management for Client Pickups

For premium luxury developments or remote suburban townships, providing chauffeur-driven cab pickups dramatically boosts site visit attendance by over 40%.

#Scheduling a Company Cab:

  1. When booking the visit, select Pickup Required: Yes.
  2. Input the client's home or office address and preferred pickup time (usually 45–60 minutes prior to the scheduled tour).
  3. Assign the driver or logistics fleet partner.
  4. The system logs the cab requisition on the central fleet roster.
  5. The driver receives an automated alert with the customer's pickup address and phone number.

#Logistics Checklist for the Sales Executive:

  • Call the client 2 hours before pickup to confirm they are ready.
  • Confirm the cab driver is en route 30 minutes before the pickup time.
  • Share the driver's contact details and car registration number with the customer via WhatsApp.

#8. Virtual / Remote Video Walkthroughs for NRI & Out-of-Station Buyers

Non-Resident Indian (NRI) buyers and out-of-city investors frequently purchase high-value residential or commercial properties without physically traveling to the site before booking.

SG Lead Pro treats Virtual Video Tours with the exact same rigor as physical site visits:

#Booking a Virtual Walkthrough:

  1. In the Site Visits scheduler, set the Visit Type to Virtual / Zoom / Google Meet Walkthrough.
  2. Paste the meeting video conference link into the Meeting URL field.
  3. The customer receives an automated calendar invite with the meeting link and international time zone conversion.

#Best Practices for Conducting Virtual Walkthroughs:

  • High-Resolution Drone Footage: Start the video meeting by sharing high-definition aerial drone footage showing the construction velocity, surrounding roads, and green belt.
  • 3D Digital Twin / Matterport Tour: Use an interactive 3D virtual tour to navigate room by room, pointing out dimensions, ceiling heights, and view angles from specific balconies.
  • Live Video Streaming from Site: If requested, have an on-site field junior walk through the actual under-construction tower with a gimbal-mounted smartphone, showing the real concrete progress and view in real-time.
  • Digital Token Payment: Immediately after the call, dispatch a secure payment link or bank RTGS wire details via WhatsApp/email so the overseas investor can lock their preferred unit without delay.

Chapter 10: Projects & Property Inventory Catalog

In real estate and property sales, your product is not a generic item on a shelf—it is a physical development with specific towers, floors, orientations, square footage, and individual apartment units.

The Projects & Unit Inventory Module (/projects) connects your customer inquiries directly with the physical homes, plots, or commercial offices you are selling.

#1. The Project Directory

Clicking Projects in the sidebar opens your master property catalog. Here, you can organize all the developments your company represents:

Project Attribute What It Captures
Project Name The official commercial or marketing name (e.g., "Palm Meadows Phase 2" or "Skyline Business Park").
Property Type Residential High-Rise, Luxury Villas, Commercial Office Complex, Retail High-Street, Plotted Development, Industrial.
Location & City Detailed address, landmark proximity, Google Maps pin URL, and neighborhood tags.
Developer / Builder In-house development or partner developer name.
RERA Registration No. Official government real estate regulatory authority registration number for legal transparency.
Possession Date Target completion or handover date (e.g., "Ready to Move" or "December 2027").
Starting Price Range Minimum base price (e.g., "₹65 Lakhs onwards").
Available Configurations 1BHK, 2BHK, 3BHK, 4BHK, Studio, Penthouse, Retail Shop.
Amenities Swimming pool, clubhouse, gymnasium, children's park, 24/7 security, EV charging stations.

#2. Adding & Managing Projects

To register a new project:

  1. Click + Add Project in the top-right corner.
  2. Enter the Project Name, Category, and RERA Number.
  3. Upload the Cover Hero Image (used on brochures, cards, and client share links).
  4. Specify the Address & Google Maps Location Link (used for sending automatic site visit directions to buyers via WhatsApp).
  5. List key Highlights & Amenities.
  6. Set the status to Active (inquiries can be linked) or Inactive (project sold out or paused).
  7. Click Save Project.

#3. Detailed Property Unit Inventory

Many real estate developers face the nightmare of two different agents accidentally selling the same apartment or plot to two different buyers on the same day.

SG Lead Pro solves this with Live Unit Inventory Tracking (/projects/{project}/units):

Tower / Wing Unit Number Configuration Carpet Area Facing & Orientation Base Price Current Inventory Status
Wing A Unit 401 2 BHK Premium 785 sq.ft East / Central Park View ₹82 Lakhs 🟢 Available (Open for pitching)
Wing A Unit 402 3 BHK Luxury 1,120 sq.ft North / City Skyline ₹1.15 Crore 🟡 Booked / Held (48h Token Lock)
Wing A Unit 403 3 BHK Luxury 1,120 sq.ft North / City Skyline ₹1.18 Crore 🔴 Sold (Agreement Executed)
Wing B Unit 1201 4 BHK Sky Villa 2,450 sq.ft 360° Panoramic View ₹2.85 Crore 🔵 Reserved (Management Quota)

#Understanding Unit Statuses:

  • 🟢 Available: The unit is completely open for sale. Any agent can pitch, quote, or take a client for walkthrough.
  • 🟡 Booked / On Hold: A client has shown serious commitment or given a temporary token cheque. The unit is locked for 48–72 hours while loan documentation or agreement drafting proceeds. Other agents cannot book this unit.
  • 🔴 Sold: The formal agreement has been executed and down payment received. The unit is permanently removed from active sales inventory.
  • 🔵 Reserved: Withheld by management (e.g., developer quota, investor share, or model flat).

#4. Booking a Unit for a Client

When a buyer decides to proceed with a purchase:

  1. Open the Project Unit Inventory screen.
  2. Locate the unit (e.g., Wing A, Flat 402).
  3. Click Book Unit.
  4. A booking form appears:
    • Select Customer / Lead: Type the client's name or phone number.
    • Booking Amount / Token Received: Enter the initial earnest money deposit (e.g., ₹1,00,000).
    • Hold Duration: Specify how many days the hold is valid (e.g., 3 business days).
    • Booking Remarks: Payment mode (Cheque number, NEFT reference, or UPI transaction ID).
  5. Click Confirm Hold.

The unit turns Yellow (Booked) immediately across all agents' screens. A booking entry is automatically created in the customer's lead timeline, and an alert is dispatched to the sales manager.

#5. Releasing an Expired Hold

If the client's home loan is rejected or they fail to pay the full booking amount within the agreed hold window:

  1. Open the unit record.
  2. Click Release Unit.
  3. Enter the reason for release (e.g., "Client loan rejected by bank; earnest money refunded").
  4. Click Release to Active Pool.
  5. The unit instantly flips back to Green (Available), ready to be pitched to the next buyer.

Chapter 11: Project Drive & Buyer Asset Sharing

Real estate marketing materials are heavy. A single high-resolution project brochure, 3D master layout, or promotional walkthrough video can easily exceed 20 to 50 megabytes.

When agents try to send these heavy files as direct attachments on WhatsApp or email, three problems occur:

  1. The customer's WhatsApp download fails due to low mobile data.
  2. The customer's phone memory fills up, causing them to delete the brochure.
  3. The sales manager has no idea if the agent sent the latest approved rate card or an outdated, incorrect pricing sheet.

The Central Project Drive (/drive) solves this completely.

#1. Central Drive Hub

Clicking Project Drive in the sidebar opens your digital asset repository:

  • Organized by Project: Every real estate project has its own dedicated folder.
  • Categorized Document Types:
    • Brochures & Catalogs (📘): Official e-brochures, lifestyle imagery, and project overviews.
    • Floor Plans & Layouts (📐): Unit plans for 1BHK, 2BHK, 3BHK, penthouses, and cluster master layouts.
    • Pricing & Payment Schedules (💰): Approved base rate cards, floor rise rules, payment milestone plans, and stamp duty estimates.
    • Legal & Approvals (⚖️): RERA certificates, environmental clearances, title deed verification summaries, and bank pre-approval approval letters (SBI, HDFC, ICICI).
    • Site Videos & Photos (🎥): Construction progress photos, drone walkthroughs, and model flat virtual tours.

#2. Uploading Files to Project Drive

To add new documents to a project:

  1. Navigate to Project Drive or click the Drive tab inside any Project page.
  2. Select the destination project.
  3. Click + Upload Files.
  4. Drag and drop your PDFs, images (PNG, JPG), or video links.
  5. Tag the file with a descriptive label (e.g., "Palm Meadows - Master 3BHK Cluster Plan (Updated Sep 2026)").
  6. Click Save & Upload.

Once uploaded, the file is instantly accessible to your entire sales team from their laptops and smartphones.

Instead of sending heavy 40MB PDF attachments over WhatsApp, SG Lead Pro allows you to generate instant, secure public links:

Example Secure Public Link Format:
https://sgleadpro.com/d/abc789xyz123

  • The customer clicks the link in their WhatsApp or SMS message.
  • A fast, beautifully branded mobile landing page opens instantly in their browser with your company logo and project header.
  • The customer can inspect the floor plan or brochure directly on-screen without downloading, or tap Download PDF if they want to save it.
  • Expiry Controls: Administrators can configure links to expire after 7 or 14 days, preventing outdated pricing sheets from circulating months later.

#4. 1-Click WhatsApp & Email File Sharing Directly from CRM

You can share brochures and cost sheets with a customer directly from their Lead Profile:

  1. Open the customer's Lead Profile.
  2. Click the Share Documents button.
  3. Check the boxes beside the files you wish to share:
    • [✔] Official E-Brochure (PDF)
    • [✔] 3BHK East-Facing Floor Plan
    • [✔] Current Cost Sheet & Payment Schedule
  4. Click Share via WhatsApp:
    • SG Lead Pro creates an encrypted public download link.
    • It pre-populates a polite WhatsApp message:

      "Dear Mr. Verma, thank you for your interest in Palm Meadows. As discussed, please find the official e-brochure and floor plans at the link below: https://sgleadpro.com/d/abc789xyz. Feel free to call me if you have any questions!"

    • WhatsApp opens instantly with the message ready to send!
  5. Click Send via Email:
    • A professional HTML email is dispatched to the client with tracked download buttons.
  6. The action is permanently recorded in the customer's timeline:

    "Rajesh Kumar shared E-Brochure and 3BHK Floor Plan via WhatsApp at 11:42 AM."

Chapter 12: Communication Templates & Omnichannel Messaging

Consistency in sales communication builds trust. When five different agents write five different, poorly worded WhatsApp messages with typos or wrong pricing, your company looks unprofessional.

The Message Templates Engine (/templates) lets your marketing and sales leadership pre-write high-converting, professional messages that agents can dispatch with a single click.

#1. The Template Management Center

Clicking Message Templates in the sidebar brings you to your template library:

  • WhatsApp Templates: Formatted with bold text, bullet points, emojis, and clickable links.
  • Email Templates: HTML-ready formatted emails with headers, company logo, and download buttons.
  • Categorized by Sales Milestone:
    • New Lead Welcome & Introduction
    • Brochure & Floor Plan Delivery
    • Site Visit Confirmation & Directions
    • Post-Visit Thank You & Next Steps
    • Festival / Limited-Time Price Discount
    • Re-Engagement / Cold Lead Reviver

#2. Using Dynamic Merge Tags (Placeholders)

You never have to manually type the client's name, their interested project, or your phone number. SG Lead Pro supports Dynamic Merge Tags:

Merge Tag What It Automatically Replaces In The Sent Message
{lead_name} The buyer's full name (e.g., "Amitabh Verma").
{lead_first_name} Just their first name (e.g., "Amitabh").
{project_name} The property they inquired about (e.g., "Palm Meadows").
{agent_name} The name of the logged-in sales agent sending the message (e.g., "Rajesh Kumar").
{agent_phone} The sales agent's direct mobile phone number.
{company_name} Your real estate agency or developer company name.
{visit_date} The scheduled site visit date (e.g., "Saturday, 06 Sep 2026").
{visit_time} The scheduled visit time (e.g., "11:30 AM").
{project_location_url} Google Maps link directly navigating to the site sales lounge.
{brochure_link} The secure Project Drive link for downloading the brochure.

#Example Template in the Editor:

💬 Template Message Content:

Hello {lead_name},

Thank you for your inquiry regarding {project_name}.

My name is {agent_name} and I am your dedicated property consultant.

As requested, here are the key highlights of {project_name}:
• 2 & 3 BHK Luxury Residences starting from ₹85 Lakhs
• 5 Minutes from the Metro Station
• Over 25+ Lifestyle Clubhouse Amenities
• RERA Approved & Bank Loan Pre-Approved

You can view the official floor plans and brochure here:
{brochure_link}

Would tomorrow at 11:30 AM or 4:00 PM work for a quick 5-minute call to discuss available floor levels?

Warm regards,
{agent_name}
{company_name} | {agent_phone}

When an agent clicks to send this message to client Sneha Joshi, all {...} placeholders are replaced automatically with Sneha Joshi, Skyline Towers, Priya Patil, and the active link!

#3. Creating a New Template (Step-by-Step)

  1. Click Message Templates in the sidebar.
  2. Click + Create Template.
  3. Enter a descriptive Template Title (e.g., "Site Visit Confirmation (WhatsApp)").
  4. Select the Channel: WhatsApp or Email.
  5. Write your message in the text area. Click any of the Merge Tag Badges below the editor to insert placeholders directly into your text.
  6. Check the Live Preview Box on the right side to see exactly how your message will look on a customer's phone screen.
  7. Click Save Template.

#4. Sending Pre-Approved Messages from Any Lead Profile

Once templates are saved, any sales agent can dispatch them in seconds:

  1. Open any Lead Profile.
  2. Click the Send Message button at the top.
  3. Select your template from the dropdown list (e.g., "Site Visit Confirmation").
  4. The system previews the customized message with all of the customer's actual details filled in.
  5. Click Open in WhatsApp (or Send Email).
  6. The message is sent, and a verification entry is permanently logged into the customer's activity timeline!

#5. 15 High-Converting, Field-Tested WhatsApp Templates for Real Estate

Below are 15 ready-to-copy, industry-proven templates designed specifically for real estate developers and agency consultants. You can copy and paste these directly into your SG Lead Pro Message Templates catalog.

#Template 1: Instant Welcome & Brochure Dispatch (First Contact)

Purpose: Sent within 2 to 5 minutes of a prospect submitting an ad form or website inquiry.

💬 Template Message Content:

Hello {lead_name},

Thank you for your interest in {project_name}! 🏙️

My name is {agent_name} and I am your dedicated property advisor.

Here are the key highlights of {project_name}:
✨ 2 & 3 BHK Premium Residences starting from ₹78 Lakhs*
📍 Prime location with direct highway & metro connectivity
🏊 30,000 sq.ft. Clubhouse with Olympic Pool, Gym & Sky Lounge
📜 100% RERA Approved with 5 leading national bank approvals

📥 You can view the master floor plans and project brochure here:
{brochure_link}

Would you prefer a quick 3-minute call today at 12:30 PM or 4:00 PM to discuss available unit layouts?

Best regards,
{agent_name} | {company_name}
Direct: {agent_phone}

#Template 2: The Unanswered Call Follow-Up

Purpose: Sent immediately when an agent calls a new lead but the call is disconnected or unanswered.

💬 Template Message Content:

Hi {lead_name},

I just tried reaching you regarding your inquiry on {project_name}, but wasn't able to connect. I understand you might be busy in a meeting!

I have attached the official project brochure and pricing sheet here for your convenient review:
{brochure_link}

When would be a convenient time for a brief 3-minute chat?
1️⃣ Today evening after 6:00 PM
2️⃣ Tomorrow morning at 11:00 AM

Looking forward to connecting with you,
{agent_name} | {agent_phone}

#Template 3: Site Visit Pitch & Slot Invitation

Purpose: To convert an engaged caller into a scheduled on-site walkthrough.

💬 Template Message Content:

Hello {lead_name},

Based on our discussion regarding your requirement for a spacious {preferred_configuration} in {city}, I would love to invite you and your family to experience the {project_name} actual sample apartment!

Experiencing the natural daylight, 10.5 ft ceiling height, and landscape views in person is truly special.

We are hosting exclusive preview walkthroughs this weekend:
🗓️ Saturday or Sunday
⏰ Preferred slots: 11:00 AM | 2:30 PM | 4:30 PM

We will also have our senior architecture team on-site to walk you through custom interior configurations.

Which slot works best for you and your family?

Warm regards,
{agent_name} | {company_name}

#Template 4: Site Visit Booking Confirmation & Google Maps Navigation

Purpose: Dispatched automatically as soon as a site visit is confirmed in SG Lead Pro.

💬 Template Message Content:

CONFIRMED SITE VISIT BOOKING 📍

Dear {lead_name},

Your exclusive walkthrough for {project_name} is confirmed! Here are your appointment details:

📅 Date: {visit_date}
⏰ Time: {visit_time}
👤 Host: {agent_name} ({agent_phone})
📌 Location: {project_name} Experience Center & Sales Gallery

🚗 One-Click Google Maps Directions:
{project_location_url}

ℹ️ Important Information for Arrival:
• Complimentary valet parking is available at Gate #2.
• Please show this message at the security gate for priority reception entry.
• Refreshments will be served at the preview lounge.

We look forward to hosting you!

Best regards,
{company_name} Hospitality Team

#Template 5: 2-Hour Advance Site Visit Reminder

Purpose: Reduces weekend no-shows by reminding the customer on the morning of their visit.

💬 Template Message Content:

Good morning {lead_name}! ☀️

This is a gentle reminder that your personalized property walkthrough at {project_name} is scheduled for today at {visit_time}.

Our sales lounge team has prepared your customized cost breakdown and the sample flat keys are ready for your viewing.

If you encounter any traffic or need driving directions, feel free to call me directly at {agent_phone}.

See you shortly!
{agent_name} | {company_name}

#Template 6: Post-Site Visit Thank You & Cost Sheet Delivery

Purpose: Dispatched within 30 minutes after the customer departs the site visit.

💬 Template Message Content:

Dear {lead_name},

It was an absolute pleasure meeting you and your family at {project_name} today! 🏡

As discussed during our walkthrough, here is the detailed breakdown for the specific unit you liked:

🏢 Selected Inventory: Tower B - Unit 702 (3BHK + Servant)
📐 Carpet Area: 1,420 sq.ft.
🌅 Facing: East Facing (Pool & Central Greens View)

📄 Download your customized Cost Sheet & Bank Loan EMI Schedule here:
{brochure_link}

Management has agreed to hold the launch incentive pricing on this unit until Monday, 5:00 PM.

Let's touch base on Monday morning to address any questions your family may have!

Warm regards,
{agent_name} | {agent_phone}

#Template 7: Price Hike & Stage Escalation Notice (Urgency Driver)

Purpose: Re-engages warm leads who are sitting on the fence.

💬 Template Message Content:

⚠️ IMPORTANT PRICE REVISION NOTICE: {project_name}

Dear {lead_name},

Due to rapid sales velocity and the completion of the 14th-floor slab casting, our management has officially announced a price revision:

📈 Price Increase: +₹350 per sq.ft.
Effective Date: Starting next Monday

As you previously shortlisted a unit at {project_name}, you can still lock your apartment at the current pre-hike rate by submitting your token booking before this Sunday evening.

Saving on a typical 3BHK: Approximately ₹4.5 to ₹6 Lakhs!

Would you like me to temporarily hold your preferred inventory slot today?

Reply 'YES' or call me directly at {agent_phone}.

Best regards,
{agent_name} | {company_name}

#Template 8: Weekend Open House & High-Tea Invitation

Purpose: Drives high-volume walk-ins for weekend sales events.

💬 Template Message Content:

You're Invited: Exclusive High-Tea & Property Showcase! ☕🍰

Dear {lead_name},

Join us this Saturday & Sunday for an exclusive high-tea preview at {project_name}!

Special Event Highlights:
✨ Unveiling of the new Penthouse & Sky Villa floor plans
🏦 On-spot Home Loan approvals with special 0.25% interest rate concessions from HDFC & SBI
🎁 Exclusive Event Privilege: Fully modular kitchen voucher on spot bookings this weekend

📅 Dates: This Saturday & Sunday
⏰ Timings: 11:00 AM to 7:00 PM
📍 Venue: {project_name} Experience Gallery

Reserve your family's VIP entry pass here:
{project_location_url}

Looking forward to welcoming you!

Warm regards,
{company_name}

#Template 9: Festive Launch / Limited-Time Festival Offer

Purpose: Capitalizes on festive buying seasons (Diwali, New Year, Akshaya Tritiya, etc.).

💬 Template Message Content:

🎉 FESTIVE HOMEOWNERSHIP OFFER at {project_name}! 🪔

Dear {lead_name},

Celebrate this festive season by stepping into your dream home with unmatched benefits:

🎁 Zero Stamp Duty & Registration Fees (Save up to ₹3.8 Lakhs)
🎁 Assured Gold Coin on every confirmed token booking
🎁 Flexible 20:80 Payment Plan (Pay 20% now, balance on possession)

Valid only for the first 10 bookings made before this Sunday!

Check available units and book your private consultation:
{brochure_link}

Call me at {agent_phone} to block your festival benefit package today.

Best wishes,
{agent_name} | {company_name}

#Template 10: Construction Progress & Drone Video Update

Purpose: Keeps pipeline leads excited and demonstrates developer delivery speed.

💬 Template Message Content:

Exciting Construction Update: {project_name} 🏗️

Dear {lead_name},

We believe in complete transparency. We are thrilled to share that Tower A & B have completed their 18th-floor casting 2 months ahead of the RERA schedule!

🎥 Watch the latest 4K Drone Construction Walkthrough here:
{brochure_link}

Highlights of this month's progress:
• Clubhouse structure 90% completed
• Internal plastering underway for lower residential floors
• Model landscaping garden now open for visitors

Thinking of making {project_name} your future address? A few premium higher-floor residences have just been released.

Call me at {agent_phone} to view the latest inventory list!

Warm regards,
{agent_name} | {company_name}

#Template 11: Bank Loan Pre-Approval & EMI Calculation Assistance

Purpose: Solves financing hesitation for middle-income and first-time buyers.

💬 Template Message Content:

Hello {lead_name},

Financing a new home doesn't have to be complicated! 📊

If you are evaluating {project_name}, our in-house banking desk provides end-to-end loan assistance with zero processing fees:

🏦 Partner Banks: SBI, HDFC, ICICI, Axis & Bank of Baroda
📉 Interest Rates: Starting from 8.35% p.a.*
⏳ Loan Tenures: Up to 30 Years
💡 Estimated EMI on 3BHK: Approx ₹68,500/month

Would you like our loan specialist to run a free eligibility check for you today? It only takes 5 minutes and requires no paperwork upfront.

Reply 'LOAN' or reach me directly at {agent_phone}.

Best regards,
{agent_name} | {company_name}

#Template 12: NRI Virtual Video Walkthrough Invitation

Purpose: Tailored for overseas buyers living in UAE, USA, UK, Singapore, etc.

💬 Template Message Content:

Namaste {lead_name},

Greetings from {company_name}, India! 🇮🇳

We understand that visiting our project site in person from abroad is challenging. That is why we offer an interactive Virtual 3D Video Walkthrough for {project_name}.

What we cover during the 30-minute private video session:
✨ 360-degree Matterport walkthrough of the model residences
📍 Aerial drone tour of the neighborhood, upcoming metro, and road infrastructure
📈 Rental yield & capital appreciation forecast for overseas investors
⚖️ Complete NRI legal documentation & FEMA compliant payment repatriation guidance

I can accommodate your local time zone. Would this Saturday evening at 8:00 PM IST (which is 6:30 PM UAE / 10:30 AM EST) work for a video call?

Looking forward to your reply,
{agent_name} | {company_name}
WhatsApp: {agent_phone}

#Template 13: "Lost Contact" 30-Day Re-Engagement Reviver

Purpose: Re-activates unresponsive leads without sounding needy or aggressive.

💬 Template Message Content:

Hi {lead_name},

I haven't heard from you in a few weeks regarding {project_name}, so I wanted to check in quickly!

Have you already finalized a property elsewhere, or have your property search plans been paused for now?

1️⃣ Finalized another home (I will close your file so you don't receive further calls)
2️⃣ Search temporarily paused (I will check back with you in a few months)
3️⃣ Still searching! (Looking for different budget or configuration)

Just reply with 1, 2, or 3 so I know how best to assist you without bothering your busy schedule.

Thank you,
{agent_name} | {agent_phone}

#Template 14: Booking Confirmation & Congratulatory Welcome

Purpose: Solidifies the purchase, eliminates buyer remorse, and welcomes the customer.

💬 Template Message Content:

🎉 CONGRATULATIONS & WELCOME TO THE FAMILY! 🏡

Dear {lead_name},

On behalf of the entire leadership team at {company_name}, congratulations on booking your dream residence at {project_name}!

📋 Booking Summary:
• Unit Number: {preferred_configuration}
• Customer Welcome ID: {lead_id}

Our CRM Customer Relations Desk will contact you within 48 hours to schedule your formal Agreement for Sale signing and verify your KYC documentation.

In the meantime, feel free to review your digital welcome kit here:
{brochure_link}

We are honored to partner with you on this journey to your new home!

Warmest regards,
{agent_name} & The Management Team
{company_name} | {agent_phone}

#Template 15: Homeowner Referral Request

Purpose: Converts satisfied existing buyers into continuous sources of organic leads.

💬 Template Message Content:

Hello {lead_name},

We hope you are excited about the progress at {project_name}! 🌟

Did you know that you can choose your own neighbors?

Under our Homeowner Referral Program, when you introduce a friend, family member, or colleague who reserves a home at any {company_name} project:
🎁 You receive a referral privilege reward of ₹50,000 to ₹1,00,000*
🎁 Your friend receives an exclusive ₹25,000 interior upgrade voucher!

If you know anyone looking for a premium home, simply reply with their name and number, and we will take care of them with VIP hospitality.

Thank you for being part of our community!

Warm regards,
{agent_name} | {company_name}

#6. WhatsApp Etiquette & Compliance Best Practices

When communicating with property buyers via WhatsApp, adhering to professional standards protects your brand image and prevents your mobile numbers from being flagged or banned:

  1. Observe Business Calling Hours: Never send unsolicited WhatsApp messages before 9:00 AM or after 8:30 PM local customer time, except in response to a direct customer inbound message.
  2. Personalize Every Outbound Message: Always utilize dynamic merge tags so the client is addressed respectfully by name. Mass generic broadcasts generate high block rates.
  3. Always Include Clear Opt-Out Options: For promotional announcements or event invitations, include a courteous opt-out note: "If you wish to stop receiving project updates, reply STOP".
  4. Keep Text Clean & Formatted: Use bullet points and line breaks. Long unbroken walls of text are intimidating on small phone screens and rarely get read.
  5. Never Send Heavy Uncompressed Media: Instead of sending 50MB PDF files that consume the client's mobile data, share secure, trackable Project Drive links generated through SG Lead Pro.

Chapter 13: Omnichannel Lead Capture & Integrations

The fastest sales team wins. Research shows that responding to an online real estate inquiry within 5 minutes increases conversion rates by over 390% compared to waiting 30 minutes.

The Integrations Hub (/settings/integrations) connects your advertising channels, property portals, and landing pages directly to SG Lead Pro, so leads appear on your agents' screens within seconds of submission.

#1. Supported Integration Channels

SG Lead Pro features native connectors for every major lead generation channel used in modern real estate marketing:

Channel Connection Method Delivery Speed
Meta Lead Ads
(Facebook & Instagram)		 Google Sheets Bridge Queue Engine or Direct Webhook Instant ($\le 5\text{ seconds}$) with automated retry queue
Google Search & YouTube Ads Google Sheets App Script / Webhook Endpoint Instant
Real Estate Portals
(99acres, MagicBricks, Housing.com)		 Inbound API Token / Webhook Receiver Real-time as portal dispatches leads
Company Website / Landing Pages
(WordPress, Elementor, Webflow, Custom)		 Inbound Webhook with Secret Token Instant
Custom CRMs / External Forms Custom JSON Inbound Field Mapper Instant
CSV / Excel Spreadsheets Visual 4-Step Import Wizard Batch Processing

#2. Meta Lead Ads (Facebook & Instagram) — Complete Setup

Meta is the primary advertising channel for real estate developers and agencies. SG Lead Pro features an Enterprise-Grade Self-Healing Queue Engine that guarantees zero lead loss, even during temporary network drops or server maintenance.

Ingestion Step Component Involved Step Description & SLA
1. Ad Submission Meta Ad Form Buyer submits Facebook/Instagram instant form inquiry
2. Cloud Vault Connected Google Sheet Instant cloud backup ensures zero lead loss under all conditions
3. Real-Time Sync Apps Script Webhook Automated trigger delivers lead payload into CRM in under 3 seconds
4. CRM Assignment Round-Robin Engine Automatically dedupes and routes lead to the next active agent
5. Mobile Alert Agent Push Notification Agent's smartphone chimes with 1-click call and WhatsApp buttons

#The 3-Step Setup Guide:

  1. Navigate to Integrations:
    • Go to Settings $\rightarrow$ Integrations.
    • Click on Meta Lead Ads (Facebook & Instagram).
    • Copy your unique Inbound Webhook URL and Secret Auth Token.
  2. Open Your Google Sheet:
    • Open the Google Sheet where your Meta Lead Ads form is dumping leads (via Zapier, Make, or native Meta Lead Sync).
    • Click Extensions $\rightarrow$ Apps Script.
    • Delete any existing code and paste the SG Lead Pro Automation Script provided in the integration page.
    • Set your CRM_WEBHOOK_URL and AUTH_TOKEN at the top of the script.
  3. Run 1-Click Trigger Setup:
    • In the Apps Script dropdown, select the function setupAutomationTriggers and click Run.
    • Grant Google authorization permissions when prompted.
    • You're done! The script automatically installs both the Instant Real-Time Trigger (onLeadRowAdded) and the 1-Minute Self-Healing Backup Poller (processLeadQueue).

#Why the Self-Healing Queue is Revolutionary:

  • Instant Delivery: When an ad form is submitted, the trigger fires within 3 seconds, assigns the lead, and rings the sales agent's phone.
  • Automated Tracking Columns: The script automatically adds tracking columns to your Google Sheet: CRM Status, Retry Count, Last Attempt, Lead ID, and Error Message.
  • Automatic Exponential Backoff: If your internet drops or the server is updating, the script does not crash. It automatically marks the row as RETRYING and re-attempts delivery after 1 min, 2 mins, 5 mins, and 10 mins until 100% of leads are safely in your CRM!

#3. Real Estate Portals (MagicBricks, 99acres, Housing.com)

Real estate portals forward buyer inquiries through API webhooks:

  1. In SG Lead Pro, go to Settings $\rightarrow$ Integrations.
  2. Click on your portal (e.g., 99acres or MagicBricks).
  3. Copy your dedicated Portal Inbound URL.
  4. Log into your portal advertiser dashboard (e.g., 99acres Lead Center).
  5. Paste the Inbound URL into their "Lead Forwarding / Webhook Settings".
  6. In SG Lead Pro, make sure the integration toggle is switched to Active & Ingesting.
  7. When a buyer clicks "Contact Agent" on your portal listing, the lead appears in SG Lead Pro with the source tagged as "99acres" or "MagicBricks".

#4. Website & Landing Page Inbound Webhooks

If you run Google Ads or traffic campaigns to custom landing pages built in WordPress, Elementor, Webflow, or Unbounce:

  1. In SG Lead Pro, navigate to Settings $\rightarrow$ Integrations $\rightarrow$ Website.
  2. Copy your Website Webhook Endpoint:

    https://sgleadpro.com/api/v1/leads/webhook

  3. In your landing page form builder (e.g., Elementor Form Webhook, Contact Form 7, or Zapier), set the form action to send a POST request to the endpoint.
  4. Pass standard fields: name, phone, email, project_slug, city, and notes.
  5. Every website inquiry lands directly in your database in real time.

#5. Custom Webhook Inbound Field Mapping

If you receive leads from a third-party vendor or specialized property portal that sends non-standard JSON payload field names (e.g., they send "client_full_name" instead of "name", or "mobile_num" instead of "phone"), you do NOT need a software developer to write custom code!

SG Lead Pro includes a Visual Inbound Field Mapper:

  1. Go to Settings $\rightarrow$ Integrations $\rightarrow$ Custom Webhook.
  2. Under Inbound Field Mapping Rules, enter the exact key names sent by your provider:
    • Client Name Key: e.g., client_full_name or fullName
    • Phone Number Key: e.g., contact_number or mobile
    • Email Address Key: e.g., email_address
    • Project Name Key: e.g., campaign_name or project_slug
    • Remarks / Notes Key: e.g., buyer_comments or message
  3. Click Save Mapping Rules.

SG Lead Pro automatically translates the incoming vendor data into standard CRM fields on the fly!

#6. Monitoring Integration Logs & Health

To ensure your ad campaigns are delivering smoothly:

  1. Click Integration Logs at the top of the Integrations screen.
  2. Review the live stream of inbound requests:
    • Timestamp: Exact second the inquiry was received.
    • Source: Facebook, Instagram, Google, Website, or Portal.
    • HTTP Status: 200 OK (successfully ingested) or 422 Validation Error (e.g., missing phone number).
    • Raw Payload: Inspect the exact data sent by the advertising platform.
  3. If an ad form was configured with an invalid required field, the error log explains the issue in clear plain English so your marketing team can correct the form immediately.

Chapter 14: CSV Lead Import Wizard

Whether you are migrating from an old spreadsheet, uploading offline leads from a weekend property exhibition, or loading a database of existing investors, the CSV Lead Import Wizard (/settings/imports) makes bulk onboarding fast, safe, and error-free.

#1. Preparing Your Spreadsheet (Best Practices)

Before uploading, taking two minutes to review your spreadsheet ensures a 100% clean import:

  • Save your spreadsheet as a standard .csv (Comma Separated Values) or .xlsx file.
  • Ensure the first row contains column headers (e.g., Full Name, Phone Number, Email, Project, City, Notes).

#Sample Ideal Spreadsheet Layout:

full_name phone email project city budget notes
Amitabh Verma 9876543210 amitabh@example.com Palm Meadows Mumbai 1.2 Cr Looking for 3BHK East-facing
Sneha Joshi 9123456780 sneha@example.com Skyline Towers Pune 85 L Possession by Diwali
Dr. Kulkarni 9822012345 kulkarni@example.com Palm Meadows Pune 1.8 Cr Self-use, 4BHK
Pro Tip

Phone Number Formatting: Phone numbers do not need complex country code formatting. SG Lead Pro automatically strips out spaces, hyphens, and parentheses (e.g., +91 (987) 65-43210 cleanly becomes 9876543210).

---

#2. The 4-Step Import Wizard Walkthrough

Navigate to Upload Leads in the sidebar (or go to Settings $\rightarrow$ CSV Imports).

Step Phase Key Action
Step 1 Upload File & Pick Project Select CSV file and assign default project
Step 2 Visual Column Mapping Map spreadsheet columns to CRM lead attributes
Step 3 Duplicate Rules & Team Allocation Choose duplicate handling rules and lead assignees
Step 4 Background Import & Success Report Queue batch processor and download audit summary

#Step 1: Uploading the File

  1. Click the blue Upload New CSV button.
  2. Drag and drop your .csv file into the upload dropzone, or click Browse File.
  3. Select the Default Target Project (e.g., "Palm Meadows"). If individual rows in your spreadsheet contain different project names, you will be able to map that column in Step 2.
  4. Click Continue to Column Mapping.

#Step 2: Visual Column Mapping

The wizard inspects the first five rows of your spreadsheet and displays an interactive mapping interface. For each CRM field, select the corresponding column header from your file:

CRM Field Direction Your Spreadsheet Column Header
Lead Full Name $\leftarrow$ Dropdown: "full_name" or "Client Name"
Primary Phone $\leftarrow$ Dropdown: "phone" or "Mobile Number"
Email Address $\leftarrow$ Dropdown: "email" or "Email ID"
Interested Project $\leftarrow$ Dropdown: "project" or "Campaign"
City / Location $\leftarrow$ Dropdown: "city" or "Residence Area"
Budget / Requirement $\leftarrow$ Dropdown: "budget" or "Price Range"
Notes / Remarks $\leftarrow$ Dropdown: "notes" or "Comments"
Note

Automatic Header Recognition: If your spreadsheet uses common column names like "Name", "Phone", or "Email", SG Lead Pro pre-selects the correct mappings automatically!

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#Step 3: Duplicate Handling Rules & Assignment

Before processing the rows, choose how you want the system to handle phone numbers that already exist in your CRM:

  1. Skip Duplicates (Recommended):
    • If a phone number in the spreadsheet already exists in your database, the system skips it and does not create a duplicate record.
  2. Update Existing Leads:
    • If the lead already exists, the system updates their requirements, project interest, and appends the new notes to their existing profile without creating a new lead.
  3. Allow All / Create New:
    • Creates a new record even if the phone number already exists (useful if you deliberately maintain separate project-specific records).

Assign to Sales Team:

  • Choose whether to assign all imported leads to a Specific Agent, assign them equally via Round-Robin to a Team, or leave them in the Unassigned Pool for later distribution.

#Step 4: Import Processing & Audit History

  1. Click Start Import.
  2. The import runs in the background. You do not need to keep the screen open—you can continue working elsewhere in the CRM!
  3. When the import completes, a detailed summary report is displayed:
    • Total Rows Processed: e.g., 500
    • Successfully Created: e.g., 482
    • Duplicates Skipped: e.g., 16
    • Invalid Rows (e.g., missing phone): e.g., 2
  4. You can download an Error Log CSV that isolates any failed rows with the exact reason (e.g., "Row 45: Phone number has only 7 digits"), making it easy to fix and re-upload.

Chapter 15: Teams, Hierarchies & Round-Robin Assignment

Managing a sales team of 5, 20, or 100 representatives requires structure. If incoming online leads are dumped into one unorganized pile, aggressive agents grab the best leads while newer or remote agents get nothing. Furthermore, leads get cold while waiting for someone to manually decide who should call them.

The Teams & Round-Robin Engine (/teams & /users) automates lead distribution, enforces organizational accountability, and ensures every inquiry is routed to the right specialist instantly.

#1. Organizing Your Sales Hierarchy: Teams

Clicking Teams in the sidebar opens your sales team structure. You can group agents by function, project specialty, or geography:

Department / Team Leadership & Sales Members Primary Focus & Assigned Inventory
Team 1: Pre-Sales Telecalling Team Leader: Priya Patil (Manager)
Members: Agent A, Agent B, Agent C		 Rapid inbound digital ad response, 3-minute initial phone qualification, scheduling on-site walkthroughs.
Team 2: Palm Meadows Direct Sales Team Leader: Rajesh Kumar (Senior Manager)
Members: Agent D, Agent E, Agent F		 On-site luxury walkthroughs, sample flat presentations, price negotiations, and token booking closures.
Team 3: Commercial & Plots Division Team Leader: Vikram Mehta (Manager)
Members: Agent G, Agent H		 Commercial office suites, retail SCO plots, plotted land layouts, and institutional investor transactions.

#2. Creating a Team & Assigning Members

To build a new team:

  1. Go to Teams $\rightarrow$ Click + Create Team.
  2. Enter the Team Name (e.g., "Luxury Residential Closers").
  3. Select the Team Leader / Manager:
    • The team leader automatically receives visibility over all leads, follow-ups, and site visits assigned to their team members.
    • The team leader has authority to approve or reject deal closures (Won/Lost) for this group.
  4. Select the Team Members: Check the boxes beside the sales executives who belong to this unit.
  5. Link Assigned Projects: Choose which real estate projects this team is responsible for selling.
  6. Click Save Team.

#3. Automated Round-Robin Lead Distribution

Round-Robin is an automated rotating mechanism that assigns incoming digital leads (from Meta Ads, 99acres, MagicBricks, or websites) equally among team members.

Sequence Step Incoming Lead Event Assigned Sales Representative Allocation Result
Rotation 1 Fresh Meta Lead Ad submission Agent Amit (Pre-Sales Telecalling) Assigned instantly; push notification triggered.
Rotation 2 Fresh 99acres Portal inquiry Agent Priya (Pre-Sales Telecalling) Assigned instantly; push notification triggered.
Rotation 3 Fresh MagicBricks portal inquiry Agent Rahul (Pre-Sales Telecalling) Assigned instantly; push notification triggered.
Rotation 4 Fresh Website Landing Page lead Agent Amit (Cycle repeats fairly) Round-robin loops back to first available representative.

#Key Rules of the Round-Robin Engine:

  1. Fair Allocation: Every agent receives an equal share of opportunities over the course of the day.
  2. Project-Smart Routing: If Lead A inquires about Palm Meadows, the system automatically checks which team is assigned to Palm Meadows and runs round-robin only among that project's certified agents.
  3. Availability / Attendance Awareness:
    • If an agent is marked Inactive or is on leave, the round-robin engine automatically skips them and hands the lead to the next active representative.
    • You never have leads sitting uncalled in the inbox of an agent who is on vacation!
  4. Instant Ring Alert: The exact second the lead is assigned via round-robin, the winning agent receives a native push notification on their phone and laptop:

    "🚨 New Lead Assigned: You have been assigned Amitabh Verma (Palm Meadows). Tap to call now!"

#4. User Management: Adding & Managing Team Members

Under Team & Operations $\rightarrow$ Users (/users), administrators can manage company staff:

  • Add New User:
    • Name, Email, Phone Number, Job Designation.
    • Role: Company Admin, Sales Manager, or Sales Executive.
    • Initial Password (user will be prompted to customize upon first login).
  • Activate / Deactivate Users:
    • When an employee leaves the company, toggle their status to Inactive.
    • Inactive users are instantly locked out of the CRM, their active sessions are destroyed, and their leads can be bulk-reassigned to remaining team members in 1 click.
  • Password Reset: Admins can trigger a password reset email or set a temporary password directly if an agent is locked out.

#5. User Impersonation (Admin Support & Training Tool)

Sometimes an agent reports an issue: "I can't see the site visit button for my client" or "My dashboard numbers look different."

Instead of asking the agent for their password or walking across the office to look at their screen, Company Administrators can use User Impersonation:

  1. Go to Users.
  2. Click the three dots (⋮) beside any team member's name.
  3. Click Login as User.
  4. The CRM temporarily switches into that agent's exact viewpoint. You can see their assigned leads, pipeline board, and permissions exactly as they see it.
  5. When you finish troubleshooting, click the bright blue Stop Impersonating banner at the top of your screen to return instantly to your administrator account.
Caution

Audit Trail: Every impersonation session is logged in the company security audit log to prevent abuse.

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#6. Designing Your Shift Roster & Fair Lead Distribution Policies

A great CRM is only as effective as the operational discipline behind it. To maximize digital ad conversion and keep your sales team motivated, leadership should establish clear distribution policies:

#1. Daily Inbound Lead Caps (Preventing Agent Burnout)

  • When telecallers are flooded with 40 or 50 new leads in a single morning, call quality plummets. Agents rush through conversations, fail to ask qualifying questions, and forget to log follow-up tasks.
  • Recommended Practice: Set an operational cap of 15 to 20 fresh leads per telecaller per day. Once an agent reaches their daily cap, the round-robin engine diverts subsequent leads to teammates with lower workloads.

#2. Speed-to-Lead SLA & Automated Escalation Re-Routing

  • In online real estate advertising, contacting a lead within 5 to 15 minutes increases conversion rates by up to 391%. After 60 minutes, the buyer has likely clicked on a competitor's ad or forgotten submitting the inquiry.
  • Enforcing the SLA Rule:
    • If an agent is assigned a lead during working hours (9:30 AM – 7:00 PM) and does not log a call attempt or message within 20 minutes, the system generates an urgent alert to the Team Leader.
    • If 45 minutes elapse with zero contact, the Team Leader reassigns the lead with 1 click to an active representative on the floor.

#3. Handling Night-Time & After-Hours Inquiries (8:00 PM to 9:00 AM)

  • Online buyers frequently browse Instagram, Facebook, and property portals late at night between 10:00 PM and 1:00 AM.
  • Calling a customer at 11:30 PM is unprofessional and invasive.
  • The Ideal After-Hours Workflow in SG Lead Pro:
    1. The inquiry is ingested instantly by the webhook engine.
    2. The system sends an immediate automated WhatsApp confirmation (Template #1: "Thank you for your interest! We have received your inquiry. Our property consultant will connect with you tomorrow morning at 10:00 AM.").
    3. The lead is held in the Morning Priority Queue.
    4. At 9:30 AM the following morning, round-robin activates, evenly distributing overnight leads to the morning shift agents for immediate first-hour calling.

#7. Advanced Distribution Modes: Weighted & Tiered Routing

Not all sales executives possess the same closing experience, and not all leads have the same financial value. SG Lead Pro supports specialized routing strategies:

#1. Weighted Round-Robin (Experience-Based Allocation)

If you have senior top-closers alongside junior trainees, equal distribution may not be optimal for revenue:

  • Senior Closer (Rajesh): Weight ratio of 3 (Receives 3 leads for every 1 lead given to a junior).
  • Intermediate Agent (Sneha): Weight ratio of 2.
  • New Trainee (Amit): Weight ratio of 1 (Protected from overload while completing induction).

#2. Budget-Tiered Routing

Real estate inquiries range from modest studio flats to ₹10 Crore luxury penthouses:

  • Inquiries with budget criteria $\le$ ₹75 Lakhs automatically route to the Mass-Affordable Residential Team.
  • Inquiries with budget criteria $\ge$ ₹2 Crores automatically route to the High-Net-Worth (HNI) Luxury Division, where senior consultants handle private presentations.

#3. Language & Geography Routing

  • In diverse property markets, buyers often prefer discussing legal terms, payment schedules, and family considerations in their native tongue.
  • Leads indicating specific regional preferences or coming from specific city pincodes can be automatically assigned to agents fluent in Hindi, Marathi, Gujarati, Telugu, Tamil, or Kannada.

#8. Employee Offboarding & Pipeline Reallocation SOP

When a sales executive resigns or is terminated, their assigned leads and ongoing deals must be transferred immediately to prevent customer neglect or data theft:

#Step-by-Step Reallocation Procedure:

  1. Deactivate User Account: In /users, toggle the departing employee to Inactive. This immediately terminates active browser sessions on all devices.
  2. Review Open Pipeline: Open the Kanban board or Lead Index filtered by the departing agent's name. Check how many leads are in Site Visit Scheduled, Negotiation, or Token Booking Pending.
  3. Execute Bulk Transfer:
    • Go to Leads.
    • Filter by Assigned Agent = [Departing Employee] and Status = Active.
    • Select all leads using the master checkbox.
    • Click Bulk Actions $\rightarrow$ Reassign Leads.
    • Choose the recipient agent (or distribute evenly across the remaining team via Round-Robin).
    • Enter an audit note: "Bulk transfer due to employee offboarding - authorized by Sales Director".
  4. Notify Active Pipeline Buyers: Dispatched a brief WhatsApp or email update to active prospects in negotiation:
    • "Dear [Client Name], we wish to inform you that your file for [Project Name] has been transitioned to our Senior Sales Consultant, [New Agent Name] ([Phone Number]), who will assist you moving forward."

Chapter 16: Attendance & Android Call Tracker

Managing sales representatives and field agents who spend half their time outside the office requires transparent accountability. How many hours did the agent work? How many client calls did they actually make today? How long did they spend talking to buyers?

SG Lead Pro provides a dual-layer tracking suite: Daily Attendance & Work Hours and the Android Call Tracker Companion App.

#1. Daily Attendance & Working Hours (/attendance)

Clicking Attendance in the sidebar opens the company attendance registry.

Attendance Metric Active Count Operational Meaning & Impact
Present Today 18 Staff Sales representatives clocked in; actively receiving inbound round-robin leads.
Late Arrivals 2 Flagged Logged clock-ins occurring after the company grace period threshold.
On Field / Leave 1 Excused Representatives on approved leave or remote out-of-city property exhibitions.
Total Registered Workforce 21 Total Complete registered company headcount across all sales divisions.

#The 1-Click Clock-In / Clock-Out Workflow:

Every employee clocks in and out directly from their CRM interface (desktop or smartphone browser):

  1. When starting work in the morning, the employee clicks the Clock In button in the top navbar or attendance screen.
  2. The system records:
    • The exact arrival timestamp (e.g., 09:14 AM).
    • The user's browser device and IP location.
    • Flags whether the employee arrived on time or late based on company shift rules.
  3. Throughout the day, the active working timer tracks productive hours.
  4. When finishing work for the evening, the employee clicks Clock Out.
  5. The system calculates total work duration (e.g., 8 hours 42 minutes).

#2. Attendance Roster & Payroll Export

Sales managers and HR administrators can monitor the team's presence:

  • Daily Grid: See who is currently working, who clocked out, and who is absent today.
  • Monthly Summary: Review total days present, half-days, and total overtime hours for each sales representative.
  • 1-Click Payroll Export:
    • Click Export Attendance.
    • Choose the date range (e.g., Last Month).
    • Download a clean Excel / CSV file ready to hand over to your accountant or payroll software.

#3. The Android Call Tracker Companion App (DLC)

In real estate sales, telecalling is the primary engine of pipeline velocity. Sales executives make 50 to 100 calls a day from their company-provided Android smartphones.

However, asking agents to manually log every single call duration, timestamp, and phone number by hand leads to inaccurate reports and lost data.

The SG Call Tracker Companion APK runs quietly in the background on your sales agents' Android smartphones to automate call tracking completely.

Stage Component / Flow Operational Detail
1. Agent Device Android Smartphone Agent initiates or answers a buyer call natively
2. Background Service SG Call Tracker APK Captures timestamp, phone number, and exact talk duration
3. Secure Sync Encrypted SSL API Transmits call telemetry in real time to the CRM
4. Timeline Entry Lead Profile Timeline Automatically logs the call history under the matched buyer profile
5. Manager Insights Productivity Reports Aggregates daily talk time, call volume, and pickup ratios

#What the Call Tracker Automatically Logs:

  • Call Type: Outbound Call, Inbound Call, Missed Call, or Rejected.
  • Customer Matching: Automatically matches the phone number against your CRM lead database.
  • Call Duration: Exact seconds and minutes spent talking (e.g., 4 mins 32 secs).
  • Exact Timestamp: Date and second the call began and ended.
  • Call Recording / Notes Prompt: Immediately after the call concludes, a clean popup appears on the phone screen asking: "Would you like to log a quick note for this call?" The agent speaks or types their note, and it syncs to the CRM timeline instantly!

#4. Downloading & Installing the Android APK

  1. In SG Lead Pro, go to your User Profile or have your administrator navigate to Addon Downloads (/download/call-tracker-apk).
  2. Click Download Call Tracker APK.
  3. Transfer or open the APK file on the sales agent's Android phone.
  4. Tap Install. (If prompted, enable "Allow installation from unknown sources" for this app).
  5. Open the app and log in using the agent's regular SG Lead Pro email and password.
  6. Grant the required Android phone permissions:
    • Call Log Permission (READ_CALL_LOG): Needed to detect inbound and outbound talk time.
    • Phone State (READ_PHONE_STATE): Needed to detect when a call begins and ends.
    • Battery Optimization Bypass: Needed so Android does not kill the background sync service when the screen is locked.
  7. Tap Start Call Tracking Service.

#5. Monitoring Call App Health in CRM

In the CRM Users List (/users), managers can inspect each agent's Call App Status:

Badge Status Meaning Action Required
🟢 Tracking App installed, permissions granted, service actively logging calls. Everything is working perfectly.
🔴 Denied The agent installed the app but revoked phone/call permissions in Android settings. Manager should instruct the agent to re-enable permissions.
⚪ Not Set The agent has not yet installed or logged into the mobile tracker APK. Remind the agent to install the companion app.

Chapter 17: Reports, Analytics & Custom Report Builder

Data without clarity is just noise. High-performing real estate sales organizations make decisions based on numbers, not gut feeling.

SG Lead Pro provides a two-tier reporting system: Pre-Built Executive Analytics (/analytics & /reports) for instant daily monitoring, and the Custom Report Builder (/reports/custom) for tailored business intelligence.

#1. Pre-Built Executive Reports

Clicking Reports in the sidebar presents a suite of out-of-the-box analytical dashboards:

#1. Lead Source ROI Report

  • What It Answers: Which marketing channel makes us the most money?
  • Key Metrics:
    • Total Spend vs. Inquiries Received (Cost Per Lead - CPL).
    • Site Visits Realized by Source (Cost Per Site Visit - CPSV).
    • Bookings Closed by Source (Cost Per Acquisition - CPA).
  • Executive Value: Stop wasting advertising budget on channels that generate thousands of junk leads and double down on the channels that produce actual buyers.

#2. Sales Representative Performance Leaderboard

  • What It Answers: Who are our top performers, and who needs coaching?
  • Key Metrics:
    • Average First Response Time (minutes from lead creation to first call).
    • Total Talk Time & Call Volume logged per day.
    • Number of Site Visits Conducted.
    • Total Booking Value & Revenue Generated.
    • Conversion Rate from Assigned Lead to Closed Deal.

#3. Pipeline Velocity & Aging Report

  • What It Answers: How long do inquiries sit in each stage before moving?
  • Key Metrics:
    • Average days in Contacted, Site Visit Scheduled, and Negotiation.
    • Identification of Stagnant Leads (leads that have sat in the same stage for more than 14 days without an update).

#4. Lost Deal Analysis Report

  • What It Answers: Why are our prospects choosing not to buy?
  • Breakdown: Pie chart of primary lost reasons (Price Too High, Location Preference, Bought Competitor X, Loan Rejection).
  • Executive Value: Provides invaluable feedback to developers on pricing, floor plans, and amenities.

#2. Exporting Data to Excel & CSV

Every standard report in SG Lead Pro can be exported with 1 click:

  1. Open any report screen.
  2. Select your desired Date Range (e.g., Q3 2026 or Last 30 Days).
  3. Apply any desired filters (e.g., Project: Palm Meadows).
  4. Click the Export to Excel / CSV button in the top-right corner.
  5. A clean, professionally formatted spreadsheet downloads immediately to your computer.

#3. The Custom Report Builder (/reports/custom)

Every real estate business has unique metrics they care about. Perhaps you want to see how many 3BHK inquiries from Facebook in Mumbai converted to site visits by agent Rajesh Kumar during Diwali.

The Custom Report Builder gives you unlimited reporting power without needing SQL queries or technical skills.

Step Configuration Phase User Action
Step 1 Select Primary Entity Choose base data: Leads, Site Visits, or Follow-up Tasks
Step 2 Choose Key Metrics Select aggregates: Record Count, Deal Value, or Average Conversion Time
Step 3 Group & Aggregate Group results by Sales Agent, Project, Source, or Month
Step 4 Filter & Save Set custom date or status filters, save view, and export to CSV/Excel

#Building a Custom Report (Step-by-Step Walkthrough):

  1. Navigate to Reports $\rightarrow$ Custom Reports.
  2. Click + Create Custom Report.
  3. Report Details:
    • Report Name: e.g., "Weekend Expo Lead Conversion by Agent".
    • Description: e.g., "Tracks offline expo leads and their site visit conversion rate".
  4. Choose What to Measure (Metrics):
    • Total Lead Count
    • Sum of Booking Agreement Value
    • Average Call Duration
    • Site Visit Completion Rate
  5. Choose How to Group the Data (Dimensions):
    • Group by Assigned Sales Agent
    • Group by Real Estate Project
    • Group by Marketing Source / Campaign
    • Group by Calendar Month or Week
  6. Apply Filtering Criteria:
    • Source = Property Expo 2026
    • Temperature = Hot or Warm
    • Created Date between 01 Aug 2026 and 31 Aug 2026
  7. Click Preview Report:
    • An interactive table and chart render on-screen so you can verify your results.
  8. Click Save Report.

Your custom report is permanently saved in your Custom Reports Library, updating automatically with fresh real-time data every time you open it!

Chapter 18: Workspace Settings, Security & FAQ

The Settings area (/settings) is where Company Administrators configure company branding, tailor sales workflows, manage custom user permissions, and ensure complete workspace security.

#1. Company Profile & Branding (/settings/company)

Make SG Lead Pro feel like your company's proprietary software:

  • Company Name & Legal Entity: Displayed on reports, client download pages, and email headers.
  • Brand Logo Upload: Upload your company logo (PNG or SVG format). It replaces the default logo in the top-left sidebar and customer-facing shared brochure links.
  • Default Timezone & Currency: Set your primary operational timezone (e.g., Asia/Kolkata (IST)) and currency symbol (₹ INR, $ USD, AED).
  • Default Office Location: Used as the default starting point for mapping site visit directions.

#2. Roles & Granular Permissions (/settings/roles)

Not every employee should have permission to delete customer records, download entire client databases, or view financial commission reports.

SG Lead Pro uses a Granular Permission Matrix:

Permission Category Specific Permission Toggles Recommended Roles
Lead Permissions • lead.view: View assigned leads
• lead.view_all: View all company leads
• lead.create: Add new leads
• lead.edit: Update requirements & stages
• lead.delete: Permanently remove leads
• lead.import: Upload CSV spreadsheets
• lead.export: Download leads to Excel		 • view, create, edit: All Agents
• view_all, import: Managers & Admins
• delete, export: Admins Only
Project Permissions • project.view: Inspect projects & drive
• project.edit: Add units & change pricing		 • view: All Staff
• edit: Admins & Sales Heads
Team Permissions • team.manage: Create teams & round-robin • Admins Only
Financial / Reports • report.view: Access analytics & leaderboards
• company.edit: Modify company settings		 • Managers & Admins Only

#Creating a Custom Role:

  1. Go to Settings $\rightarrow$ Roles.
  2. Click + Add Custom Role (e.g., "Junior Telecaller" or "Channel Partner Broker").
  3. Check the specific permission boxes this role is allowed to perform.
  4. Uncheck destructive permissions like lead.delete and lead.export.
  5. Click Save Role. You can now assign this role to any team member!

#3. Lead Statuses & Sales Pipeline Workflow Builder (/settings/lead-statuses)

Every real estate business follows a slightly different sales methodology. Some teams have 5 stages; others have 9 stages including legal verification and loan approval.

SG Lead Pro lets you customize your stages and workflow rules:

#Customizing Status Stages:

  • Add custom stages (e.g., "Token Received", "Home Loan Sanctioned", "Agreement Signed").
  • Reorder stages using the Move Up and Move Down buttons.
  • Assign custom colors and icons to each stage so they stand out clearly in the Kanban board.

#The Visual Workflow Canvas:

Click Workflow Canvas to configure transition guardrails:

  • Define which stages can progress into which next stages.
  • Prevent agents from skipping required milestones (e.g., require Site Visit Completed before moving to Negotiation).
  • Click Publish Workflow to apply your rules across the entire CRM immediately.

#4. Browser Sessions & Device Security (/settings/sessions)

Customer data is your company's most valuable intellectual property. To prevent data leakage and unauthorized logins from unknown devices:

  1. Navigate to Profile $\rightarrow$ Active Sessions (/settings/sessions).
  2. Review all computers, tablets, and smartphones currently logged into your account:
    • Device Type & Browser: e.g., "Chrome on Windows 11" or "Safari on iPhone".
    • IP Address & Location: e.g., "Mumbai, India".
    • Last Active Timestamp: Exact time the device last communicated with the CRM.
  3. If you see an unrecognized device (e.g., an old hotel computer or a lost tablet), click the red Revoke (🗑️) button. That device is instantly logged out!

#5. Native Web Push Notifications Setup

To ensure you receive instant alerts on your desktop or phone when leads are assigned or follow-ups are due:

  1. When logging into SG Lead Pro for the first time, your browser will display a popup:

    "sgleadpro.com wants to send you notifications"

  2. Always click Allow.
  3. On Android Mobile:
    • In Chrome, tap the three dots (⋮) $\rightarrow$ Settings $\rightarrow$ Site Settings $\rightarrow$ Notifications $\rightarrow$ Ensure sgleadpro.com is set to Allowed.
  4. On Windows / Mac Desktop:
    • Ensure your operating system's "Do Not Disturb" or "Focus Assist" mode is not blocking browser banners.
  5. Testing Your Notifications:
    • Click your profile avatar in the top-right corner of the CRM.
    • Click Send Test Notification.
    • A test notification should arrive on your screen within 2 seconds with sound and vibration!

#6. Frequently Asked Questions (FAQ) & Troubleshooting

#Q1: An agent made a call from their phone, but the note isn't showing in CRM. Why?

Answer: Check if the agent has installed the Android Call Tracker Companion APK and granted both READ_CALL_LOG and READ_PHONE_STATE permissions. If using the mobile browser directly, ensure the agent tapped the green phone icon and entered their notes into the Log Activity box immediately after concluding the call.

#Q2: Why did an incoming Meta lead not get assigned via Round-Robin?

Answer: Check three settings in Teams & Round-Robin:

  1. Is the Meta Lead Ad campaign connected to a project that is assigned to an active team?
  2. Are the team members toggled to Active? If all agents in a team are toggled Inactive or on leave, the lead is held in the Unassigned pool to avoid neglect.
  3. Check Settings $\rightarrow$ Integrations $\rightarrow$ Integration Logs to verify the ad platform sent a valid phone number.

#Q3: A sales agent left the company. How do I protect our leads?

Answer:

  1. Immediately go to Users, locate the employee, and toggle their status to Inactive. This instantly terminates all their active logins and blocks password resets.
  2. In the Lead Database, filter by Agent: [Ex-Employee Name].
  3. Use the bulk selection tool to select their leads and click Bulk Reassign to distribute their active clients to remaining sales agents.

#Q4: Can two agents edit the same lead simultaneously?

Answer: Yes, but SG Lead Pro uses atomic timeline logging. If Agent A logs a call note at 11:30 AM and Agent B logs a WhatsApp update at 11:31 AM, both updates are safely saved to the permanent customer timeline in chronological order without overwriting each other.

#Q5: Can I export our entire customer database to Excel?

Answer: Yes, provided you have the lead.export permission (reserved for Company Administrators). Navigate to Lead Management, apply any filters (or leave clear for all), and click Export to Excel / CSV in the top action bar.

#Q6: What happens if our Meta/Facebook access token expires and ad leads stop syncing?

Answer: Meta user tokens typically remain valid for 60 to 90 days. If an ad account password changes or permissions expire:

  1. SG Lead Pro's self-healing webhook engine logs an alert: "Meta Token Expired / Permissions Revoked".
  2. The Company Administrator receives an instant email notification.
  3. In the meantime, Meta queues missed leads on their servers.
  4. Navigate to Integrations $\rightarrow$ Meta Lead Ads, click Reconnect Meta Account, and re-authorize the page.
  5. Once reconnected, click Sync Missed Leads. The system retroactively fetches every inquiry submitted during the disconnected period without a single lost lead!

#Q7: Can we prevent telecallers from copying or exporting phone numbers to their personal phones?

Answer: Yes. Under Settings $\rightarrow$ Roles $\rightarrow$ Security Policies:

  • Toggle off lead.export to disable spreadsheet downloading.
  • Enable Phone Number Masking: The CRM will display numbers as +91 98765 *****. Agents can still click the green Call button to initiate outbound calls via the Android companion or cloud telephony without viewing or copying the complete unmasked number.

#Q8: Why are Web Push notifications not appearing on an iPhone (iOS)?

Answer: Apple iOS requires websites to be saved as a Progressive Web App (PWA) to enable background Web Push notifications:

  1. Open Safari on your iPhone and navigate to your SG Lead Pro portal URL.
  2. Tap the Share button (the box with an upward arrow at the bottom of the screen).
  3. Scroll down and tap Add to Home Screen.
  4. Launch the newly created SG Lead Pro icon from your iPhone home screen.
  5. Log in and tap Allow Notifications when prompted. Notifications will now trigger native iOS lock-screen banners with sound!

#Q9: Why does a lead appear with "Source: Unknown / Direct Webhook"?

Answer: This occurs when a custom landing page, Zapier webhook, or third-party portal sends lead data without specifying the utm_source or platform parameter in the payload. To fix this, update your website form script or webhook mapping to include "platform": "Website Contact Page" or "utm_source": "Google Ads".

#Q10: How do I recover a lead that was mistakenly marked as "Deal Lost"?

Answer: Deals marked Lost are never deleted from your database:

  1. Go to Sales Pipeline or Leads.
  2. Set the stage filter to Deal Lost.
  3. Locate the customer record and open their Lead Profile.
  4. In the top action bar, click Reopen Lead.
  5. Select the stage to restore them to (e.g., Site Visit Completed or Follow-up Scheduled).
  6. Enter an explanation note (e.g., "Customer secured loan pre-approval; re-evaluating 3BHK"). The lead returns immediately to your active pipeline.

#Q11: What is the maximum file size supported in Project Drive?

Answer: Individual floor plan images, brochures, and price lists can be uploaded up to 100 MB per file. For 4K walkthrough videos or drone footage exceeding 100 MB, we recommend hosting the video on YouTube or Vimeo as an unlisted video, and pasting the video link directly into the Project Video URL field.

#Q12: How does the AI Copilot handle regional Indian accents or mixed Hindi-English (Hinglish) voice notes?

Answer: The SG AI Copilot is specifically fine-tuned on South Asian multilingual speech models. You can dictate call summaries mixing Hindi, English, and Marathi (e.g., "Customer ko budget issue hai, but he agreed for a site visit this Saturday if we give him covered car parking"). The AI accurately parses the intent, converts it to professional English, and automatically schedules the Saturday site visit task!

#Q13: How do we prevent spam bots from submitting junk leads through our website forms?

Answer: When using the SG Lead Pro Embeddable Web Form or public Webhook endpoints:

  • Enable Google reCAPTCHA v3 in Settings $\rightarrow$ Integrations $\rightarrow$ Website Forms.
  • The CRM automatically verifies browser trust scores in the background without forcing real buyers to solve annoying image puzzle captchas. Inquiries with high bot confidence scores are quarantined in the Spam filter.

#Q14: Can an agent log in from outside the office or after working hours?

Answer: By default, agents can log in from any approved device. However, if your enterprise requires strict compliance, Admins can enable:

  • Office IP Whitelisting: Restrict CRM logins exclusively to your sales office's static broadband Wi-Fi IP address.
  • Shift Geofencing: Require mobile agents to clock in via GPS attendance before accessing customer contact details.

#Q15: How does SG Lead Pro prevent duplicate leads across multiple portals?

Answer: The CRM uses an intelligent deduplication engine. When an inquiry arrives, the system checks both the 10-digit phone number and email address against your existing database. If a match is found, the system does not create a duplicate row; instead, it appends a new activity log to the existing lead's timeline: "Customer re-inquired via 99acres (Campaign: Monsoon Offer)" and alerts the currently assigned agent.

#Q16: What happens if an agent's phone is stolen or lost?

Answer: The Company Administrator should take two immediate steps:

  1. Go to Settings $\rightarrow$ Active Sessions, locate the lost device, and click Revoke Device. This instantly kills the session token.
  2. Go to Users, open the agent's profile, and click Force Password Reset. The thief will see a locked login screen and cannot access any customer phone numbers or confidential project data.

#Q17: What is the difference between a "Lead" and an "Inventory Unit"?

Answer:

  • A Lead is a person (the prospective buyer, their budget, and contact history).
  • An Inventory Unit is a physical asset (Tower B, Flat #1402, 1,450 sq.ft., ₹1.2 Crore).
  • When a lead decides to buy, you associate the Lead with the Unit in the system, changing the unit's inventory status from Available to Booked/Held.

#Q18: What should I do if a CSV import fails with an error?

Answer: If a spreadsheet upload encounters formatting errors, the CSV Import Wizard generates a downloadable Error Reconciliation File. Open this file to see exact row numbers with specific issues (e.g., "Row 42: Invalid phone number format - contains letters"). Correct those specific rows and re-upload only the corrected file.

#Q19: Is our company client data secure and encrypted?

Answer: Yes. All data in SG Lead Pro is transmitted using TLS 1.3 256-bit encryption (the same standard used by financial banking institutions). Passwords are encrypted using one-way cryptographic hashing (bcrypt), and automated daily encrypted database snapshots ensure zero risk of permanent data loss.

#Q20: How do we get onboarding assistance or technical support?

Answer: For technical inquiries, feature suggestions, or enterprise onboarding assistance:

  • Email dedicated enterprise support: support@sgleadpro.com
  • Access the in-app Help & Documentation center by clicking the question mark (?) icon at the top-right corner of any screen.
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