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Where do website enquiries land, and how do I turn one into a member?

Settings › Website & API › Receive your website forms as leads › Open the guide6 min read
The short answer

Connect your website form, triage what arrives, and know exactly what Convert does.

On this page

Steps

  1. Open Settings › Website & API, then Open the guide on the row Send the guide to your developer.
  2. Copy the guide for your developer, or copy the form snippet or the endpoint from it if your website builder asks for a URL.
  3. Paste it on your site and style it. The field names are what matter.
  4. Add your domain under Allowed website domains in the guide and Save.

Adding a lead by hand#

Path: Leads › New lead.

Log an enquiry that came in by phone, walk-in or referral, without creating a member yet. Choose a Source (Phone call, Walk-in, Referral, Social media, Event, Website or Other), then type the name, phone, email and what the person is interested in. Only the name is required.

A lead added by hand is never merged with an earlier one. Edit lead, in the menu of a row or on the lead sheet, corrects any of these details later.

Two submissions from the same person#

A second submission from the same email within 48 hours is merged into the first one, filling the blanks and raising no second notification.

That only happens while the first lead is still New. As soon as you have answered, which moves it to Contacted, a new submission creates a SECOND lead, with its own notification and its own automation.

One journey, six stages#

Each lead has one stage: New, Contacted, Visited, Trial, Converted or Lost. It is the pill on each row, and the tabs at the top of the page filter by it, each with its count.

Archived is not a stage: the Archived filter shows the leads you put away, and a lead keeps its stage underneath. To follow up is a calculated filter: it shows open leads whose last action is three days old or more. The list starts with the lead that has waited longest.

Sending an email to a lead at the New stage moves it to Contacted. A converted or archived lead is never pushed back by a message.

Choosing Converted in the Move to stage menu runs the same conversion as the Convert button: it creates the member and sets the stage. The Set stage menu for several leads does not offer Converted, because each lead becomes a member of its own; convert them one at a time.
Writing to a lead

The Message button offers your templates first, then the channel. Email is offered when the lead has an email address. WhatsApp appears only if the lead has a phone number and WhatsApp is connected, and it opens WhatsApp with the text ready to send.

Tick several leads and Message sends one email to all of them. Only the ones with an email address count, and the panel tells you how many out of how many.

A lead has no member space, so {link} and the member tags resolve to nothing in these messages. Group messages to leads are email only.
Converting creates the member immediately

Convert creates the member on the spot, on a trial plan, and opens their profile, with a message that names them and gives the next step: add a membership. Use Edit on the profile to add what a web form never asks, such as a date of birth or an emergency contact.

Closing the profile undoes nothing. The person is already a member, which is the right behaviour with someone standing at your desk. The lead moves to the Converted stage.

Converting fires everything a normal sign-up fires: your new member automation, the staff notification, the Zapier event.

Being over your plan's active member cap does not refuse the conversion straight away. It is refused once the tolerance window that follows the cap has run out, and the lead simply stays a lead. Nothing is half created.
When the person signs up another way

A lead closes by itself when the same person is added as a member, pays or books by another route, and the software is sure it is the same person: the same email address or the same phone number, with a first name that fits. The lead moves to Converted, nothing is created, no message goes out, and the History says it closed on its own.

When it is less sure, such as the same name with no email or phone to prove it, nothing happens by itself. The lead sheet then shows a box, with the person's name followed by may already be on file, that says what matched: Same email address, Same phone number, or Same name, and nothing contradicts it. Mark as signed up closes the lead, and Open their profile lets you check first.

Two open leads with the same email never close by themselves, because the software cannot tell which one it is.
Archive, delete, and the History view

Archive takes a lead out of the working list and keeps it under the Archived filter. Move back to leads, in the menu of the row, brings it back later.

Delete puts the lead in the Trash, in Settings › Data & history, restorable until the retention period runs out, thirty days by default.

The History view, next to Cards and List at the top of the page, lists what has been done: messages sent, status and stage changes, conversions.

Delete asks for a confirmation, and a toast then offers Undo. You can still restore the lead from the Trash while you are inside the retention window. Only emptying the Trash is final.
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