Deskie includes a lightweight CRM for tracking prospects from first contact through to becoming a member. Each prospect is stored as a lead with a name, optional email, phone, and company, a source that records where they came from, a pipeline stage, an estimated value, an assigned owner, free-form notes, and a full activity timeline. This article explains where leads come from, how the pipeline stages work and how to customize them, how stale leads are moved automatically, and how the contextual outreach templates help you respond quickly.
Where leads come from
Leads land in your CRM two ways: you create them by hand, or Deskie captures them automatically as people interact with your space and your public site.
Creating leads manually
You can add a lead directly from the CRM. The Add Lead form captures a name, optional email, phone, and company, a source (walk-in, referral, website, phone call, or other), free-form notes, and a next step with an optional due date. New manual leads start in the New stage. You set the estimated value and the assigned owner afterward from the lead's detail view. Manually created leads behave exactly like captured ones once they exist.
Automatic lead capture
Several flows create a lead for you in the background. In each case Deskie first checks whether an active lead with the same email already exists in your workspace; if one does, it reuses that lead rather than creating a duplicate. The automatic sources are:
- Tour requests. When someone books a tour through your public site, a lead is created with the source set to tour and a starting stage of Engaged. See Tours.
- Visitor check-ins. When a visitor checks in at your front desk, a lead is created with the source set to visitor. See Visitors and check-in.
- Waitlist sign-ups. When someone joins a waitlist, a lead is created with the source set to waitlist, and the item they were waiting for is recorded as an interest on the lead. See Waitlist.
- Guest checkout. When a non-member buys a day pass, books a resource, or buys an event ticket through your public site as a guest, a lead is created with the source set to guest. See Passes, Booking a resource, and Events.
- Website inquiries. Submissions through your public site (the contact form and asset interest sign-ups) create a lead with the source set to website. For the contact form, the submitted message is also logged on the lead's timeline and the operator is emailed at the workspace contact address. See Public website.
Automatically captured leads start in the New stage unless noted otherwise (tours start in Engaged), and the creation event is logged on the timeline marked as system-generated.
Turning automatic capture off
Automatic lead creation is controlled by a workspace-level switch. If you prefer to run the CRM as manual-entry only, you can turn off auto-creation in your CRM settings. With it off, the tour, visitor, waitlist, guest, and website hooks simply do nothing rather than spawning leads, and the rest of those flows continue to work normally.
The pipeline and its stages
Leads move through a pipeline of stages, shown as a kanban board you can drag cards across. Every workspace starts with six built-in stages:
- New: a fresh lead that has not been worked yet.
- Engaged: a lead you are actively in conversation with.
- At Risk: a lead that has gone quiet and needs follow-up.
- Won: a lead that converted. This is a terminal stage.
- Lost: a lead that did not convert. This is a terminal stage.
- Archived: a long-dormant lead. This stage is hidden by default and is terminal.
Each stage has a color and a display order. Moving a lead to a new stage is logged on its timeline, and several stages carry special behavior:
- Lost requires a reason. When you move a lead to the Lost stage you must supply a lost reason. You can add optional lost notes as well. A lost lead can later be reopened, which returns it to the New stage and clears the lost reason and notes.
- Won is set on conversion. Converting a lead to a member (which creates the member record for you) marks the lead as Won, links it to the new member profile, and records when the conversion happened. See Managing members.
Customizing stages
The pipeline is customizable per workspace from your CRM settings. You can:
- Rename and recolor any stage, including the six built-in ones. For example you can rename "Lost" to "Cancelled" without breaking anything, because Deskie tracks each built-in stage by an internal key rather than by its label. The lost-reason requirement, auto-conversion to Won, and the automatic decay rules all continue to apply to the renamed stage.
- Hide stages so they do not clutter the board. Archived is hidden by default.
- Reorder stages by dragging them into the order you want.
- Add your own custom stages. New custom stages appear at the end of the pipeline and participate fully in the board and the stage dropdown. Custom stages are not targeted by the built-in automation rules; they sit alongside the system stages.
The six built-in stages cannot be deleted, because core logic depends on them; you can rename, recolor, reorder, or hide them instead. A custom stage can be deleted only once no leads remain in it. Move those leads elsewhere first, then delete the stage. Managing stages requires workspace management permission. See Roles and permissions.
Estimated value and pipeline stats
Each lead can carry one or more interests, which represent the things the prospect wants, such as a specific desk or office. When you attach an interest tied to an asset, Deskie can pull in that asset's rate as the estimated rate. A lead's estimated value is the sum of its interests' estimated rates and is recalculated automatically whenever you add or remove an interest. Waitlist leads get their interest attached automatically when they sign up.
The CRM dashboard summarizes the pipeline: counts of leads by stage, total pipeline value (the sum of estimated values across leads that are not Won or Lost), a conversion rate (Won divided by Won plus Lost), the average number of days it takes to convert a Won lead, and a comparison of new leads this month against last month.
Auto-decay of stale leads
To keep the pipeline honest, Deskie automatically moves leads that have gone quiet. The decay runs when the CRM page is loaded and is safe to run repeatedly. The rules are:
- A lead in New or Engaged with no activity for 15 or more days is moved to At Risk.
- A lead in At Risk with no activity for 30 or more days is moved to Archived.
"Activity" here means the most recent of the lead's logged timeline events, the last time the lead record was updated, and the lead's creation date. So as soon as you do something with a lead (log a note, send an email or SMS, change its stage, or move its card), the clock resets and it will not decay. Each automatic move is logged on the lead's timeline and labeled as automated, so you can always see why a card moved.
Auto-decay has its own workspace-level switch. If you turn it off, cards stay wherever a person last put them and Deskie will not move them for you. Both the auto-create and auto-decay switches default to on.
Working a lead and contextual outreach
Opening a lead shows its full detail: contact information, interests, estimated value, the assigned owner, a next step with an optional due date, notes, and a timeline of every event. For leads captured from a tour, visitor check-in, waitlist sign-up, or guest checkout, the detail view adds an overview panel summarizing the source, for example the tour date and time, when a visitor checked in, or what a waitlist lead was interested in.
From the lead you can log notes, set or complete a next step, reassign the owner, add or remove interests, and reach out by email or SMS. The next step and assignment changes are recorded on the timeline. Notes are appended with a timestamp and the author's name.
The email and SMS composers offer contextual quick templates chosen from the lead's source and current stage, so you can respond appropriately in one click and then edit before sending. For example:
- A tour lead in New or Engaged is offered tour follow-up and membership-info messages, while one that has slipped to At Risk is offered a gentle check-in.
- A guest lead is offered a "hope you enjoyed it" message that nudges toward a regular membership.
- A walk-in or referral lead is offered a message inviting them to schedule a tour, and referrals get a dedicated welcome message.
- A website or phone call lead is offered a "thanks for reaching out" message.
- Any lead that has reached At Risk is also offered a final "last chance" message.
A custom option is always available so you can write from scratch. Sending an email delivers a styled message to the lead (using your workspace company name and contact address for the reply-to), and sending an SMS goes to the lead's phone. Both are logged on the timeline so the full history of outreach stays with the lead.
When a lead is ready to join, convert it to a member directly from the CRM. Deskie creates the member, assigns them to the location you choose with the role you pick, marks the lead Won, and links the two records together. From there you manage them like any other member: see Managing members and Inviting and onboarding.