How To Claim And Manage A Lead in WorkZen
Open the lead and click Claim Lead. The lead's status changes to Assigned with your name on it, so teammates stop double-chasing. Reassign it later from the Actions menu if it should belong to someone else.
When everyone owns a lead, no one owns the lead. WorkZen's claim system creates clear ownership, surfaces unclaimed opportunities, and shows who's actually closing. This walkthrough covers claiming leads and managing them through to a yes.
New leads, front and center
Your dashboard includes a New Leads module showing the most recent leads waiting to be claimed, with a View all leads link when the queue runs deeper. Nobody has to remember to check the leads page; the unclaimed ones stare at you the moment you log in.
Claim a lead
Open the lead and click Claim Lead (it appears on any lead that is still New and unclaimed). Claiming does three things:
- The status flips to Assigned with your name on it.
- WorkZen records the response time, from arrival to claim.
- Teammates get a "Lead Claimed" notification, so nobody double-calls.
There is also a shortcut: clicking the lead's email or phone number to reach out logs the contact and, if the lead was unclaimed, claims it for you in the same action.
Your company can turn on Require claiming to view details in Lead Settings. With it on, an unclaimed lead shows a locked "Unclaimed Lead" view; contact details, messages, and files stay hidden until someone commits by claiming.
Lead statuses
| Status | Meaning | What you can do |
|---|---|---|
| New | Just arrived, nobody owns it | Claim it, edit, archive |
| Assigned | Claimed by a teammate | Work it: visits, estimates, then convert to a client |
| Converted | Became a client | View the linked client profile |
| Merged | Folded into another lead as a duplicate | View for history; the surviving lead carries the data |
Archiving is separate from status: an archived lead keeps its status and can be unarchived any time.
Reassign to the right person
Wrong person claimed it, or priorities shifted? On a claimed lead, open Actions and choose Reassign. The Reassign Lead modal lets you search your team and hand the lead over. The lead's history travels with it, so a handoff never means starting the conversation over.
Watch the clock
Each unclaimed lead shows how long it has been waiting, and the lead list flags waiting leads with a severity level (low, medium, high, critical) based on thresholds your company sets in Lead Settings.
Response time tracking with severity indicators requires the ZenGrow plan or higher. See pricing.
Same person, two leads? Merge them
Duplicates happen: the client fills your web form, then calls anyway. When WorkZen spots a possible match, the lead shows a Potential Duplicates Found banner listing existing leads and clients that may match. From there, Merge Leads lets you pick which data to keep field by field. The lead you're on stays active with the chosen data, the duplicate is archived with a Merged badge, and your pipeline count goes back to reflecting actual humans instead of form submissions. Merging, like response time tracking, is available on ZenGrow and higher.
See it in action
Frequently Asked Questions
This article answers:
- How do I claim a lead?
- How do I assign a lead to a rep?
- Why do multiple reps see the same lead?
- What do the lead statuses mean?
- How do I reassign a lead to someone else?
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Still have questions?
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