Unsorted: how to triage new leads

ChatsUpdated 19 October 2026Video 0:57

Unsorted is a folder in Chats that collects new leads nobody has handled yet. For each one you decide: take it on or remove it as spam.

Where to find it

Open Chats in the left menu and choose the Unsorted folder. The number next to the folder and next to the page title shows how many leads are waiting.

How leads get there

If the Solwees CRM app is connected in the App Directory (AI Agent → App Directory), a lead appears here on its own as soon as a client writes to any connected channel. It is a deal on the first stage of your main pipeline. A client has one open deal in the main pipeline: their next messages are attached to it, and no new lead appears until that deal is closed.

The list refreshes itself about every 30 seconds. The most recently changed leads are on top.

What a card shows

What	Where it comes from
Client name	From the contact. With no name, the phone or email is shown
Channel	Where the lead came from, for example WhatsApp or web chat
Amount	The deal amount, if it is set
Time	How long ago the lead appeared

Accept

Accept moves the deal to the first working stage (type Regular) of your main pipeline, the one marked with a star. The lead leaves the folder, and you continue with it in Deals.

If the main pipeline has no regular stage, the button is inactive. Right after you open the folder it can also stay grey for a few seconds while the pipeline stages load.

Mark as spam

Click the bin icon on the right of the card.
In the dialog, click Mark as spam. Cancel closes the dialog without deleting anything.

What happens:

Only the lead is deleted: the deal itself, its history and the tasks attached to that deal. It can’t be restored.
The contact and the whole conversation stay.
The client does not go to the Spam folder, and the assistant keeps replying to them. If they write again, the lead comes back.

To make the assistant stop replying to someone, mark them as spam in the chat itself: the spam icon in the chat header. See the video “Close, spam, blacklist”.

Tips

Go through the folder every day: undecided leads pile up, and the number next to the folder tells you how many are left.
Not sure whether it’s a lead or spam? Find the client in Chats by name or phone, read the conversation, then come back to the card.
Don’t mark a lead as spam if it already has a task: the task is deleted together with the deal.

FAQ

Can I open the conversation from the card?

No, a card in this folder doesn’t open the chat. Find the client in Chats by searching for their name or phone.

Why is the folder empty?

When every lead is handled you see “All caught up”. If new leads never appear at all, check that the Solwees CRM app is connected in the App Directory.

Where does the deal go after Accept?

To the first regular stage of your main pipeline. The main pipeline is marked with a star on the Deals page and in the pipeline settings. The Deals section itself is part of the CRM and tasks module.

The client wrote again after Mark as spam. Why are they back in the folder?

Mark as spam here deletes only the lead, it doesn’t block the client. To make the assistant stop replying, mark them as spam in the chat header or add the contact to the blacklist.

Video transcript

Everything the narrator says. A time code plays the video from that moment.

What Unsorted is and where to find it

Unsorted collects new leads: this is where you decide whether to take them on. Open Chats and choose the Unsorted folder. The number next to it shows how many leads are waiting.

How leads get there and what the card shows

Leads land here on their own as soon as a client writes, if the Solwees CRM app is connected. Each card shows the client's name, the channel, the amount if there is one, and when the lead came in.

Accept a lead or mark it as spam

The Accept button moves the deal to the first working stage of your main pipeline. Not a real lead? Click the bin icon and confirm Mark as spam. Only the lead is deleted: the contact and the chat stay. If the client writes again, the lead comes back. Done. Next: the chat side panel, with everything about the client right next to the conversation.