Conduct Lead Follow Up Activities

The Conduct Lead Follow‑Up Activities step empowers sales teams to actively engage prospects and keep momentum moving. By logging interactions such as calls, emails, meetings, and tasks directly on the lead timeline, users create a clear history of engagement and can update status as progress is made—ensuring every lead is tracked, nurtured, and advanced toward qualification.

Set the Project Lead Status to Contacted if you have contacted a lead in your Project Lead, then set the status from New to Contacted. See Change Project Lead Status for more information.

✅ Goal

Record and manage prospect communication, qualification efforts, and follow-up actions required to evaluate a lead.

📍 When to Use This

Use follow-up activities whenever calls, emails, meetings, site visits, or other prospect interactions occur.

🚶‍➡️ Step-By-Step Guide

This demo covers managing project leads in a CRM system, including creation, assignment, follow-up, qualification, disqualification, and nurture status assignment. To create a new project lead, navigate to Projects then Leads and click New. Enter lead information including name, qualify-to setting, project class, site, start date, and bid date. Add company information such as existing account, delivery address, and address details. Enter contact information including name, title, mobile phone, and email, then save. To assign a lead to a salesperson, open an existing lead from Projects then Leads, click Assign, and choose to assign to yourself, a specific user, or a team. Select the user or team and confirm the assignment, then save. To log follow-up activities on a lead, open an existing lead and click the plus button to add a timeline activity. Available activity types include appointment, email, phone call, task, booking alert, customer voice alert, invite redemption, outbound message, portal comment, session, voicemail, and note. Enter the activity details and save. Leads can be qualified to three different record types. To qualify a lead to a project proposal, open a lead with the Qualify To field set to Proposal, click Qualify, confirm with Yes, and click Submit. The lead is assigned a quote number. To qualify a lead to an opportunity, open a lead with the Qualify To field set to Opportunity, click Qualify, confirm, and submit. An opportunity record is created. To qualify a lead to an agreement, open a lead with the Qualify To field set to Agreement, click Qualify, confirm, and submit. Fill in required agreement fields including agreement class, start date, and price list, then save. To disqualify a lead, open an existing lead, click Deactivate, select Disqualified as the status, and confirm. The record is marked as inactive with a disqualified status. To assign a lead to nurture status, open an existing lead, click the Status dropdown, select Nurture, and save.

📋 Procedure

1. Navigate to Projects > Leads

Step 2

2. Open an existing opportunity.

Step 3

3. Click + to Add new timeline activity:

Appointment
Email
Phone Call
Task
Booking Alert
Customer Voice alert
Invite Redemption
Outbound message
Portal Comment
Session
Voicemail
Note

Step 4

4. Enter the activity details

Step 5

Activity type: Phone Call

Field	Description
Subject	The name or topic of the phone call activity. The subject provides a concise summary of the purpose of the conversation and serves as the primary identifier for the activity in the timeline.
Call From	The person or user who initiated the phone call. This field identifies the originator of the communication and is used for activity ownership and tracking.
Call To	The person or contact who received the phone call. This field identifies the intended recipient of the communication.
Phone Number	The telephone number associated with the call recipient. The phone number provides a direct communication reference for the activity.
Direction	Indicates whether the phone call was incoming or outgoing. Direction helps distinguish between calls initiated by internal users and calls received from prospects or customers.
Description	Detailed notes and information captured during or after the phone call. The description typically contains discussion topics, customer requirements, questions, decisions, commitments, and follow-up details.
Regarding	The ProjectStream 365 record associated with the phone call activity. This relationship links the communication to a lead, opportunity, proposal, agreement, account, or other business record, allowing the activity to appear in the related timeline.
Duration	The planned or actual length of the phone call. Duration supports activity tracking, reporting, and workload analysis.

Activity Type: Booking

Field	Description
Subject	The name or summary of the booking activity. The subject provides a concise description of the task or action being tracked and serves as the primary identifier for the booking record.
Owner	The user responsible for managing and maintaining the booking activity. The owner is typically the salesperson or team member accountable for ensuring the activity is completed.
Description	Detailed information related to the booking activity. The description typically contains task requirements, customer requests, activity objectives, follow-up details, and other supporting information.
Regarding	The ProjectStream 365 record associated with the booking activity. This relationship links the activity to a lead, opportunity, proposal, agreement, account, or other business record, allowing the activity to appear in the related timeline.
Priority	The relative importance of the activity. Priority helps users distinguish between low, normal, and high-priority tasks when managing workload and follow-up activities.
Due Date	The target completion date for the activity. The due date is used for scheduling, task management, reminders, and activity reporting.
Assignees	The users, resources, or team members responsible for performing or participating in the activity. Multiple assignees can be associated with a booking activity when collaboration is required.

Activity Type: Customer Voice Alert

Field	Description
Subject	The name or summary of the Customer Voice Alert. The subject serves as the primary identifier for the feedback record and typically reflects the survey response or customer issue being tracked.
Owner	The user responsible for managing, reviewing, and resolving the Customer Voice Alert. The owner maintains accountability for follow-up and resolution activities.
Regarding	The ProjectStream 365 record associated with the feedback. This relationship connects the alert to a lead, opportunity, proposal, agreement, account, project, or other business record.
Assignee Email	The email address of the individual assigned to review or resolve the survey feedback.
Assignee Name	The name of the individual assigned responsibility for evaluating or responding to the customer feedback.
Customer Name	The name of the survey respondent or customer providing the feedback.
Customer Email	The email address of the customer who submitted the survey response.
Date Created	The date and time the Customer Voice Alert was generated in the system.
Notes	Additional comments, observations, or information related to the customer feedback and resolution process.
Project	The project associated with the survey response or feedback submission. This relationship allows customer feedback to be linked directly to a specific project record.
Questions	The survey question or questions associated with the response that triggered the alert.
Reason	The reason identified for the customer feedback, issue, concern, or satisfaction rating.
Resolution Detail	Detailed information describing the actions taken to address customer feedback or resolve identified concerns.
Resolution Sentiment	The sentiment classification associated with the resolution outcome, providing insight into customer perception following resolution activities.
Resolver Email	The email address of the individual who resolved or closed the feedback item.
Resolver Name	The name of the individual responsible for resolving the customer feedback or completing the required follow-up actions.
Satisfaction Metric	The satisfaction measurement associated with the survey response, such as rating, score, Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or another survey metric.
Survey	The Customer Voice survey from which the feedback was collected.
Survey Response	The specific survey response record associated with the alert. This relationship provides access to the original customer feedback data.
To	The recipient or recipients associated with the survey communication or alert notification.
Last Updated	The date and time the Customer Voice Alert was last modified, updated, or closed.

Activity Type: Outbound Message

Field	Description
Subject	The name or summary of the outbound message. The subject serves as the primary identifier for the communication record and provides context regarding the purpose or content of the message.
Owner	The user responsible for creating, managing, or initiating the outbound message. The owner maintains accountability for the communication activity and its associated follow-up actions.
Regarding	The ProjectStream 365 record associated with the outbound message. This relationship links the communication to a lead, opportunity, proposal, agreement, account, project, or other business record, allowing the activity to appear in the related timeline.
Channel Type	The communication channel used to deliver the message. The channel type identifies the messaging platform or delivery method used for customer communication, such as email, SMS, chat, or other supported channels.
Message Text	The content of the outbound communication. Message Text stores the body of the message that was sent to the recipient and provides a historical record of the communication.

Activity Type: Session

Field	Description
Subject	The name or summary of the session activity. The subject serves as the primary identifier for the session and typically reflects the purpose, topic, or nature of the customer interaction.
Owner	The user responsible for managing the session record. The owner maintains accountability for reviewing, monitoring, and maintaining the session activity.
Conversation	The conversation associated with the session. This field identifies the communication thread, chat interaction, or engagement record that generated the session.
Channel	The communication channel through which the interaction occurred. The channel identifies the source of the session, such as chat, messaging, social media, web engagement, or another supported communication method.
Session Created On	The date and time the session was created. This timestamp marks the beginning of the customer interaction and is used for activity tracking and reporting.
Session Closed On	The date and time the session was completed or closed. This timestamp indicates when the interaction concluded.
Agent Assigned On	The date and time responsibility for the session was assigned to an agent or user. This value supports workload management and response time analysis.
Agent Accepted On	The date and time the assigned agent accepted responsibility for the session. This timestamp provides visibility into assignment acknowledgement and response performance.
Regarding	The ProjectStream 365 record associated with the session. This relationship links the activity to a lead, opportunity, proposal, agreement, account, project, or other business record, allowing the session to appear in the related timeline.

Activity Type: Voicemail

Voicemail audio recording can be stored and summarized.

Activity Type: Note

Text notes can be stored with record.

5. Click Save

Step 6

✅ Result

The lead record contains a complete history of activities, communications, and qualification progress.

💡 Tips

Record activities immediately after they occur.
Capture key needs, timelines, and project requirements.
Schedule the next follow-up before ending each interaction.
Keep notes concise and actionable.

🧭 What Happens Next?

Based on the outcome of qualification activities, the lead can be qualified, disqualified, or placed into nurture status.