Overview of lead characteristics

Read this once before you start working leads daily; the other guides in this section assume the model you'll learn here.

A lead is a residential energy-solution opportunity: a customer contact, a location, the products they're interested in (solar, storage, wallbox, heat pump, heating), and a workflow card in your pipeline. It is at once a CRM record, an energy-simulation project, and a pipeline card. You'll also see the German word Anfrage for the same thing.

Two focused sub-topics live on their own pages. For where leads come from and how to manage sources, see Set up where leads come from (lead sources). For the AI lead score and how to filter on it, see Read and filter by the AI lead score.

Before you start

• Every lead is at once a CRM record (contact plus attribution), an energy-simulation project (location, building data, target packages), and a workflow card (kanban position plus its Open/Won/Lost outcome). All three live on the same lead.
• A single lead can carry multiple offer variants. When you send the customer three options (small, medium, large), that's three variants inside one lead, not three leads.
• A lead's outcome (Open, Won, Lost) is set by an explicit action, and is separate from its kanban column. Moving a card to a column called "Lost" doesn't change the lead's outcome on its own.

How a lead relates to Contacts, Offers, and Projects

• **Contact** — The customer record: name, email, phone, address. One contact can own many leads (return customer, second property). — Auto-created with the first lead, or it pre-exists from a prior deal.
• **Lead** — The opportunity: contact, location, target products, lifecycle state. The pipeline card. — When a new customer asks for a quote, or you spot a sales opportunity.
• **Offer** — The pricing variant inside a lead. A single lead can carry several offers; the customer picks one. — When you're ready to send the customer pricing. You create it from the lead.
• **Project** — The installation work that follows a signed offer. It lives in the Installations area. — After the customer signs, automatically.

A Contact owns multiple Leads over time. Each Lead carries one or more Offer variants. When an Offer is signed, the lead is Won and a Project opens for the installation team.

Work the lead lifecycle

Every lead starts Open and progresses to Won, Lost, or Cannot fulfill:

1. A lead arrives. Open is the default state. Every new lead lands Open regardless of source.
2. Create an offer with pricing when you're ready to send the customer a quote. Open the customer's Contact and click + Create residential offer. The new offer opens, linked to the contact, and the original lead is tagged Converted to offer. Create the offer from the contact rather than the lead itself.
3. The customer signs the offer. Use the Mark as Won action in the lead sidebar. The lead's outcome flips to Won and the close date is stamped.
4. Or mark it Lost with a structured reason. Pick the best-fit value from the loss-reason list, and add free-text in the Description field for context the list can't carry (the competitor who won it, the budget gap). The reason feeds funnel analytics and win/loss reporting, so picking accurately matters. Mark as Lost and Archive closes and hides the lead in one click.
5. Or mark it Cannot fulfill for a project you can't serve (roof too weak, no-go zone, regulatory blocker). Reonic emails the customer your reason as you wrote it, locks the offer, and blocks new signature requests. Cancel any pending signature request first, otherwise the action is rejected.
6. Reopen a closed lead with the Reopen action in the sidebar. This works for Won and Lost leads. Cannot-fulfill and archived leads stay closed until your Reonic account manager clears the flag.

Note: Cannot fulfill is a one-way flag, set from the Portal. To clear a mistaken flag, contact your Reonic account manager. If you're unsure whether the deal is dead or just hard, use Mark as Lost with the cannot fulfill for reasons reason instead, since Lost can be reopened.

Note: Reopening a Lost lead clears the loss reason, description, and close date, so capture anything you'll want later in a comment or activity first. Reopening a Won lead resets the original close date. Reopen is done from the Portal, and your connected CRMs don't re-fire on reopen, so the external deal may need a manual sync.

Assign leads to users and teams

Every lead can be assigned to one or more users and one or more teams. Assignment does two jobs:

• Mobile App visibility. Field workers see only leads where they're in the assigned-users list, directly or through an assigned team.
• Portal filtering. Account managers filter the list and kanban by assignee. For editor-and-above Portal roles, assignment is a filter dimension, not an access gate: they see all leads their permission grants.

Assignment works both ways, so a lead can have multiple owners and multiple teams. Team-based assignment scales better than per-user: onboarding a new field worker just means adding them to the team, with no need to re-assign every active lead.

One of the assigned users can also be designated the Key Account Manager (KAM) — the lead's primary owner. The KAM is load-bearing downstream: they're the sender of the customer and signature emails, they appear on the offer and installation PDFs, and they sync to your connected integrations as the responsible contact (German: Bearbeiter). There's exactly one KAM per lead at a time. Assigning a new KAM replaces the previous one and notifies them; the old KAM stays a co-handler in the assigned-users list, just no longer the key account manager. If you need a clear single owner, set the KAM rather than relying on a tagging convention.

Note: Assigning a field worker is what makes the lead appear in their Mobile App. Assign them so they can pull up the site visit.

When a new lead arrives, Reonic notifies the assigned account manager in the in-app notification bell and, depending on each user's preferences, by email. If you're not getting expected notifications, check three things: you're the assigned account manager on the lead, your user-level preferences allow this event under Settings > Organization > Notifications > Personal, and your workspace's lead-notification setting is on (admin-controlled).

Pro tip: Source-driven auto-assignment (Energy House default account manager, per-broker routing) is covered on Set up where leads come from.

Move leads between kanban stages

Your kanban status is the column the lead's card sits in: New, Qualified, In planning, Offer sent, Negotiation, Lost, and so on. The exact set of columns is configured per workspace; your admin defines them, so different workspaces see different columns.

Each column has a type (Lead, Offer, Won, Lost) that drives automation. Dropping a card into an Offer-type column mints the offer number automatically. Within a column, cards are ordered, so drag a card up or down to set its position.

To change a lead's kanban status:

1. Drag the card between columns on the Kanban view, or
2. Open the lead detail and pick a new status from the status dropdown in the header, or
3. Use the bulk action in the List view to change status across a cohort.

Moving a card across columns keeps its outcome as-is. Mark Won or Lost as a separate, explicit action.

Track notes, files, and activity history

• Internal remark. A free-text field on every lead, visible only to your team. Use it for qualitative context: "Customer wants the solar before winter", "Spouse is the decision-maker", "Competitor offered them 8% less".
• Per-offer notes. Each offer variant inside the lead has its own note slot.
• Files tab. Documents you've uploaded: site-visit photos, signed proposals, customer-provided invoices, building plans. Files attached during a site visit through the Mobile App land here too.
• Activities feed. A log of signature requests sent, notified, accepted, and withdrawn, plus lifecycle transitions, integration syncs, meeting recordings, and AI scoring updates. Entries are read-only. The feed records the event but not always the specific value. "Marked as Lost" appears, for example, while the structured loss reason lives on the lead itself, so open the lead to read it.

Search and filter your leads

The List view in the Portal filters by status (kanban column), outcome (Open, Won, Lost), date range (created, last edited, signature deadline), assigned user or team, lead source, lead score, tag, and archived. Archived leads are hidden by default. Filters combine, so you can filter by status, assigned team, and date range at the same time. Click any row to open the lead.

The Kanban view offers the same filters and shows the pipeline as columns. Drag cards between columns to advance them.

The search bar at the top of the list searches the customer's last and first name, the project or lead name, and an address fragment. Matches are exact, so type carefully.

Note: Filtering by AI lead score is covered on Read and filter by the AI lead score.

If the List view doesn't show every status you expect:

• A status filter may be active. Clear it to see all statuses.
• Closed may be toggled off. Won and Lost leads appear only when Closed is on.
• Show archived may be off. Archived leads appear only when it's on.
• A status may be set invisible by your admin. Check Settings > Kanban boards > Board management.

Create a lead manually

Most leads arrive through connected brokers and contact forms, but you'll often key one in by hand for a referral, a walk-in, your own outreach, or an on-site capture.

1. Open the residential leads list in the Portal.
2. Click New request (top-right; German: Neue Anfrage). If the button is disabled, you have a viewer role and need editor permissions.
3. In the Create new request modal, search for an existing contact first, or fill in a new one. Required fields are first name, last name, email, and the address (street, number, postcode, city). Phone is optional.
4. Set the Project address. The install address is captured separately from the customer's contact address, because the install site can differ from the billing address (a second property, or a landlord ordering for a tenant). The Same as customer address checkbox (German: Gleiche Adresse wie die des Kunden) is on by default. Leave it on when the addresses match, and the project uses the customer's address. Untick it to enter a distinct project address; the address you type sets the map pin.
5. Confirm the Installation location pin on the map. It's placed from whichever address is in effect, so adjust it manually if the pin is off.
6. Click Save. Reonic creates the lead and opens its Basics screen, where you fill in the optional details (requested solar size, storage size, customer message). Those fields aren't on the create form.

Field workers can also create a lead in the Mobile App from the Projects screen using the + button. Always confirm the map pin before saving.

Note: The customer isn't notified when you create a lead by hand. The welcome email and internal team notification are controlled by your workspace settings, not by the create modal. Talk to your admin if you expected a welcome email and it didn't send.

Pro tip: Untick and re-tick Same as customer address safely. Unticking clears the project-address fields, and re-ticking places the map pin back on the customer address, so you don't lose the location.

Note: Saving a manually-created lead syncs it out to your connected CRMs, the same as a broker import. If your workspace has a CRM integration configured, expect the deal to appear there right after you save.

Edit a lead

Open a lead and edit its fields directly in the detail view. Editable groups include:

• Customer. Name, email, phone, address. Re-saving an address updates the map location.
• Building data. Input mode (consumption-based, property-based, roomwise, manual), insulation, material, construction year. Country-specific options vary. Roomwise heating planning uses standard panel-radiator heights for radiator sizing.
• Existing equipment. Existing solar, storage, wallbox, and EV with their specs. For an existing solar system, roof angle and orientation are optional. Leave them blank if you don't know them, and Reonic fills sensible defaults (30 degrees angle, 180 degrees orientation) that you can adjust.
• Target packages and payment modes. Solar, storage, wallbox, and heating packages, each with Purchase, Lease, or Financing.
• Energy assumptions. Total demand, energy price, price increase, load profile, feed-in mode, and grid time windows. In Italy, the F1/F2/F3 time-of-use grid tariff bands.
• Timeline. Start and end year, simulation version, signature deadline.
• Internal. Internal remark, tags, lead source, attribution owner.

Note: Editing fields here keeps the data in Reonic. Specific actions, like status moves and signing, trigger the CRM sync, so don't rely on a plain edit to propagate to your connected CRMs.

Note: When you and a teammate edit the same lead's roomwise building data at the same time, you'll see a conflict warning in the Portal. To avoid one edit overwriting the other, coordinate in the team before editing a lead someone else has open.

Import leads in bulk and from connected brokers

The Bulk Excel import is the path for migrating an existing pipeline. It opens from Import leads, next to the New request button. After migration, work one lead at a time for state changes.

For connected brokers, once your admin has set up the connection, lead imports begin automatically: the broker sends new leads into Reonic as they arrive, so you don't trigger the first import yourself. To confirm the connection is live:

1. Open the List view and filter Lead source to your specific broker.
2. Give it a few minutes after the connection was completed. Broker leads appear in the filtered list as they arrive.
3. If nothing appears within an hour or two and you expect queued leads, ask your admin to check the integration's activity log.

For a one-time backfill of leads that arrived before the connection went live, contact your Reonic account manager. Broker imports also sync out to your connected CRMs, so the new deal appears there automatically.

Detect and handle duplicates

Reonic's automatic duplicate detection matches on the broker's own record ID. If the same customer's lead comes in twice from the same broker, the second arrival recognizes the existing customer record and links the new lead to it. A customer who fills out your public contact form twice creates two separate customer records, because the match keys on the broker ID, not on email, phone, or name.

The same customer holding multiple leads is by design: a return customer's second project is a new lead, not a clone, so keep both. For accidental duplicates, triage by hand:

1. Filter the list by email or last name to surface both rows.
2. Open each one and confirm they're the same person.
3. Keep the more complete record (more leads, comments, and activity) as the primary.
4. To archive the duplicate, open its detail panel from the leads list, click the ⋮ More menu in the header, choose Archive, and confirm. Archive hides the lead.

When you create a lead manually, type the customer's email or last name into the search field at the top of the New request modal first. If a match exists, link the new lead to that contact and Reonic reuses it.

See the Mobile App view

Field workers on the Reonic Mobile App see a focused subset of the lead model:

• Assigned leads appear. A lead shows up when you're in its assigned-users list, directly or through a team.
• Pricing visibility is a workspace setting, off by default. Your admin can turn it on.
• The detail view is site-visit-focused: building data, on-site measurements, photos, customer notes.
• Creating a lead works on the Mobile App.

Pricing, offers, signatures, and the lifecycle close-out actions (Mark Won, Mark Lost, Cannot fulfill, Reopen, Archive) live in the Portal, so head there for those.

Export leads

To pull lead data out of the Portal for a migration, an analysis, or a one-off report, contact your Reonic account manager for an extract. Bulk import of leads is a separate capability you run yourself; see Import leads in bulk and from connected brokers above.

Things to know

• A single lead can carry multiple offer variants. Three options for the customer means three variants in one lead, not three leads.
• A lead's outcome is independent of the kanban column. A card in a "Lost" column isn't Lost until you press Mark as Lost, so mark first, then move.
• Cannot fulfill is set from the Portal. To clear a mistaken flag, contact your Reonic account manager.
• Reopening a Lost lead clears the loss reason, and reopening a Won lead resets the original close date. Reopen is done from the Portal, and connected CRMs don't re-fire on reopen, so the external deal may need a manual sync.
• The signature deadline is a date field for your own tracking. It doesn't trigger reminders, escalations, or status changes.
• The activity feed records events but not every value. "Marked as Lost" appears; the specific reason lives on the lead, so open it to read it.
• The "average lead quality" figure on the dashboard is a conversion rate (offers divided by leads in the time window), not an average of AI lead scores. Treat it as a funnel-volume metric.
• For a customer's GDPR right-to-be-forgotten, use the contact-level GDPR delete, which anonymizes the contact across all their leads. Contact your Reonic account manager to run it. Archive is the strongest cleanup you control directly.

Need help?

• Step-by-step questions about this flow → contact your Reonic account manager.
• Feature requests or something missing → send a note to your Reonic account manager.
• Bug reports → include the lead ID, the action you tried, and any error message, plus a screenshot and the URL where it happened, in your support email.

Related

• Set up where leads come from (lead sources) — where leads come from and managing sources.
• Read and filter by the AI lead score — the AI lead score and filtering on it.
• Bulk-import leads from an Excel spreadsheet — bulk import for migrating a pipeline.

Last updated on August 4, 2026