For a full overview of how Leads Management works, see Leads Management Overview.
Where do call-in and SMS leads appear?
It depends on whether Leads Management is enabled:
Leads Management ON: All call-ins and SMS are automatically captured as leads and appear in the Leads Dashboard — regardless of your auto-create client profiles setting.
Leads Management OFF + Auto-create ON: Call-ins and SMS create client profiles directly (named by phone number, e.g., "123456_call"). They appear in Clients & Pets, not the Leads Dashboard.
Leads Management OFF + Auto-create OFF: Call-ins and SMS appear as new visitors in your calling activity only. No lead or client profile is created automatically — you can add them manually.
To check your auto-create setting: Settings > General Settings > Advanced Settings.
What happens to my existing leads if I turn off Leads Management?
Your existing lead records are not affected. All leads remain visible on the Leads Dashboard, and all actions still work — including messaging, calling, and converting leads to clients. Turning off Leads Management only stops new leads from being auto-captured and hides the Add Lead button. It does not delete or archive anything.
Does turning on Leads Management affect the "auto-create client profiles" setting?
Yes. When Leads Management is ON, call-ins and SMS always create leads — the auto-create client profiles setting is effectively overridden for those channels. New contacts from calls and messages go to the Leads Dashboard instead of directly to Clients & Pets.
Can a lead book an appointment online?
Yes. A lead can use your Online Booking link to request an appointment. When they complete a booking, purchase a package or membership, or complete a transaction, MoeGo automatically converts them from a lead to a client. You do not need to convert them manually.
What's the difference between Lifecycle stage and Action status?
Lifecycle stage tracks where a lead is in your overall pipeline — for example, Lead, Opportunity, or Trash. It answers: how far along is this person?
Action status tracks the outcome of your most recent interaction — for example, Connected, Voicemail, or In Progress. It answers: what happened last time we reached out?
Both are customizable. To edit defaults: Settings > Customers & Pets > Leads.
Does a new lead have an action status assigned automatically?
No. When a lead is created — whether automatically or manually — the action status starts empty. You or your staff need to set it manually after your first interaction with the lead.
Can a lead appear in Leads Management but not in Abandoned Bookings?
Yes. Leads Management captures contacts from multiple channels — including calls, SMS, intake forms, and abandoned bookings. Abandoned Bookings only shows people who started but did not complete an online booking request. So a lead who came in via a phone call or intake form will appear in Leads Management but not in Abandoned Bookings.
Does source tracking work for Facebook or Instagram ads?
No. MoeGo's source tracking currently supports Google Ads only, using the Google Click ID (GCLID). Leads from Facebook, Instagram, or other ad platforms will not be automatically tracked by source. You can still assign a referral source to those leads manually from the lead profile.
For Google Ads setup, see Google Ads integration & leads report.
What number is used for SMS and calls to leads?
Your MoeGo business number — the same number used for regular client messaging.
Where are SMS and email records stored?
All SMS and email communication with a lead is logged in two places:
Lead History — visible inside the lead's profile under the History tab
Message Center — click View Detail from the lead profile to jump directly to the conversation thread
Email is two-way: replies from leads sent to your MoeGo email domain are automatically tracked and logged under the lead's history.