Key concepts

These are the terms used throughout NZ Leads and this documentation. Skim this page once and the rest of the product will feel familiar.

Source

A source is one connected account or profile on an external platform that sends you customer inquiries. Examples:

• One Yelp location = one source.
• One Thumbtack Pro account = one source.
• One Facebook Page (Messenger) = one source.
• One Facebook Lead Ads form campaign = one source.
• One Instagram Business account = one source.
• One Google Local Services account = one source.

Every source has its own Messaging Settings, its own Integrations, its own row in Analytics, and its own price on your monthly bill. See Lead Sources for the full list of supported platforms.

Business

A business is a group that owns one or more sources. For a single-location company this is just “your business”. For a multi-location or multi-brand organization, each business can hold its own set of sources so messaging, branding, and reporting stay separate.

Switching between businesses

If your account has access to more than one business, a business switcher button sits at the top of the app next to the logo. It shows the current business’s name with a location-city icon.

• Click the button to open a picker dialog listing every business you can access.
• Pick a business to switch to it — the sidebar, sources, leads, and analytics all update to that business’s data.
• If payment is an issue on the current business, the button shows a Payment Issue tooltip as a reminder.

Single-business accounts don’t need this — the switcher is only shown when you have more than one business to choose from.

Lead

A lead is a single customer inquiry, bound to exactly one source. Each lead has:

• A conversation thread — every message between your business and the customer.
• A status — see below.
• Memos — private notes your team can add (the customer never sees them).
• Customer info — name, phone, email, address, and any structured details the source extracted from the inquiry.

All leads across all sources live together in the Leads inbox.

Status

A status is a label on a lead that tells you where it is in your pipeline. The seven statuses are:

• Answered (green) — a business reply has been sent.
• No Answer (red) — no business reply yet.
• Follow-up (orange) — you’ve flagged this lead for a follow-up.
• Bot Follow-up (yellow) — the system has queued an automatic follow-up.
• Scheduled Messages (purple) — a scheduled message is queued for this lead.
• Meeting (blue) — a meeting/appointment is booked.
• Done (white/gray) — the lead is closed (won, lost, or not a fit).

Full details: Lead Statuses.

Voice Agent

A Voice Agent is an AI phone agent that:

• Answers inbound calls to a phone number you assign it.
• Calls new leads outbound when a qualifying lead arrives.
• Runs batch call campaigns on a list of contacts.

The agent uses a knowledge base you configure to answer questions, qualify callers, and book appointments. See Voice Agent.

Integration

An integration is a per-source connection to an external tool. Integrations fall into two categories:

• CRM integrations — push new leads and conversations into HubSpot, Pipedrive, Salesforce, GoHighLevel, Workiz, HousecallPro, Monday.com, and similar systems.
• Notification / messenger integrations — send alerts about new leads or new messages to Slack, Telegram, SMS, WhatsApp, or custom webhooks.

Each source has its own integrations panel in Messaging Settings. See Integrations.

Override and inherit

In Messaging Settings, a source that belongs to a multi-location business can either inherit a setting from its parent business or override it with its own value.

• Inherit means the source uses the same value as the business. Change the business and the source picks up the change automatically.
• Override means the source has its own value that does not change when the business changes.

This lets you set a default at the business level and override only the sources that need to be different.

Putting it together

A typical account looks like this:

• One business (your company).
• Several sources under it — one per Yelp location, one per Thumbtack Pro account, one per Facebook Page, and so on.
• Each source has its own Messaging Settings, Integrations, and billing line.
• Every inquiry on any source becomes a lead in the shared Leads inbox.
• Your team triages leads by status and lets automation handle follow-ups until a customer replies.

Questions? Email support@nzleads.com.