Converting Leads to Customers

In Rotor, a lead is someone who might buy and a customer is someone who has. Conversion is the moment you move a record across that line. It matters more than it looks: a lead can hold quotes, notes, tags, and conversations, but a lead cannot have jobs, service plans, invoices, or a card on file. Until you convert, you can't put anyone on the schedule.

The full Leads page walkthrough lives in Leads. This article covers the conversion itself.

When to convert

Convert when the person has actually committed — they've said yes to a quarterly pest plan, signed for a lawn route, or agreed to a one-time window clean you're about to schedule. Don't convert "warm" leads early just to tidy up your board. Two reasons:

• Conversion is one-directional. There is no way to demote a customer back to a lead, because customers carry entangled data like active service plans, recurring jobs, and payment history that would break the lead funnel.

• Converting early inflates your customer count and distorts conversion-rate and lifetime-value reporting.

If you just want to track a maybe through a process, add them to a pipeline instead. See Pipelines.

The four paths to conversion

1. Manually, from the lead profile

This is the direct route and the one most teams use.

1. Open the lead by clicking their name from the Leads list or the stage board.

2. Click Convert to Customer in the lead profile.

3. Confirm. The record now appears under Customers, where you can build a service plan, schedule jobs, and take payment.

2. Automatically, when a quote is approved and the agreement is signed

If you enabled Auto-advance to agreement in the quote's advanced settings, the client approves the quote, gets redirected straight into the agreement, and on signature Rotor creates the service plan and converts the lead to a customer in one motion. With auto-advance off, the client has to navigate to the agreement themselves, and conversion happens at signature rather than at approval. Details are in Quotes: Web.

3. At agreement signature

Agreements are tied to service plans, and service plans only exist on customers — so signing an agreement for a lead completes the conversion as part of the signup. This is the standard door-to-door flow: pitch, build the plan, sign on the tablet, and the record lands in Customers before you walk away. See Agreements.

4. From the mobile app

In the field, open the lead card and convert from there.

Related but different: a map pin also has a Convert action, described in Mobile: Maps. That one turns a door interaction into a new Lead or Customer record — it is not converting an existing lead, so it doesn't carry lead history with it.

What carries over

Conversion changes the record type. It is not a copy-and-delete, so the history you built while they were a lead stays attached.

• Contact details — name, phone, email, and the service address, which keeps the record in the same spot on the map.

• Notes — internal notes written on the lead.

• Conversation history — the SMS and email thread continues on the customer's Conversations tab rather than starting fresh.

• Attachments — photos, site documents, and signed paperwork uploaded to the lead.

• Activity log — the timeline of messages, status changes, and completed tasks.

• Tags and lead source — both remain filterable on the Customers page, which is what makes source attribution work end to end.

• Assigned user — the rep who owned the lead stays the owner of the customer record. Record ownership is separate from sales commission, so you can still credit a different seller on the plan.

• Pipeline opportunities — an opportunity is its own object attached to the contact, so it keeps moving through its stages.

What does not carry over

• Lead stage. Customers aren't managed on a kanban board — the Customers page is list view only. Sales stages stop applying.

• Projected value. Customer value is measured by most recent contract value and lifetime value (the total of all paid jobs) instead of the estimate you typed at the top of the funnel.

• Nothing financial exists yet. Conversion does not create a service plan, a job, or an invoice on its own. If you converted manually, your next step is to build the plan.

What happens to the lead record

The record becomes a customer — it isn't duplicated. It drops off your active Leads list and stops counting toward open pipeline value, and it appears on the map as a customer star rather than a lead star. The original lead record is archived.

Can it be undone?

Yes. You can also revert a customer back to a lead. However as customers accumulate plans, jobs, and payment history Rotor may not allow you to revert this record.

A short pre-conversion checklist

• Confirm the service address is correct — it drives the map, routing, and the agreement.

• Check the phone and email, since every quote, agreement, and invoice link goes to them.

• Confirm the assigned user is the person who should own the account.

• Make sure any notes worth keeping are in the notes field, not buried in a text thread.

Congratulations! You can now convert leads to customers by the right path at the right moment, and you know exactly what data comes with them.

Have additional questions? Our team is ready to help you succeed. Contact us through the chat or drop us an email at support@getrotor.com.