> ## Documentation Index > Fetch the complete documentation index at: https://docs.worldvisagroup.com/llms.txt > Use this file to discover all available pages before exploring further. # Lead journey > Follow an enquiry through WorldVisa CRM, understand its stages and statuses, and learn what happens when a client proceeds, pauses, or returns later. Every enquiry starts with someone looking for help. Your job is to understand their plans, guide them through their options, and help them take the next step. WorldVisa CRM keeps that progress visible so you and your team can pick up the conversation with the right context. ## Understand the main stages The main stages are the milestones of an enquiry. **New, Contacted, Proposal, Deal, and Won** form the typical path forward. **Nurture** and **Lost** describe other paths an enquiry can take. ![Main CRM stage diagram showing New, Contacted, Proposal, Deal, Won, and the Nurture and Lost branches with a return route](https://mintcdn.com/wv-enterprise/PcTxd3WLo5iruk9e/images/crm/lead-journey.svg?fit=max\&auto=format\&n=PcTxd3WLo5iruk9e\&q=85\&s=49b30dd29c7cdeddb141cd1d83041d5b) The main CRM stages, with Nurture and Lost shown as side paths. ### New An enquiry has entered your workspace. Review the client's details, check what they are interested in, and look for previous enquiries before reaching out. The [Lead creation guide](https://docs.worldvisagroup.com/crm/lead-creation.md) explains how enquiries arrive and how to add one yourself. ### Contacted You are gathering information and assessing the enquiry. Keep the client's details and requirements up to date so your conversations and recommendations reflect their circumstances. The CRM can move an enquiry into Contacted as profile information is completed. The stage alone does not confirm that a conversation has taken place. Check the activity history to see what has happened. ### Proposal You are discussing the options and helping the client understand what comes next. This can include meetings and sending, revising, or confirming a proposal. ### Deal The enquiry has reached the commercial steps. Review the service invoice, payment, and agreement, and help the client complete what is outstanding. ### Won The enquiry has converted and a case has opened for processing. This is a milestone in the sales journey. It does **not** mean the visa has been approved. ### Nurture The enquiry is set aside because the person is not interested or may be ready later. Record the outcome so your team knows whether and when to revisit the conversation. ### Lost The deal did not proceed, or a refund resulted in closure. Record the reason and review the history if the person returns. ## Understand the statuses within the journey A **stage** gives you the overall position. A **status** gives you more detail about what is happening. For example, **Proposal** tells you where the enquiry sits, while **Proposal Sent** tells you that a proposal has been shared. These are the smaller steps and outcomes you will see as you work. ![CRM stages with common statuses including Future Prospect and Not Interested under Nurture, Deal Lost and Refunded under Lost, and Not Qualified across active stages](https://mintcdn.com/wv-enterprise/PcTxd3WLo5iruk9e/images/crm/lead-stages-and-statuses.svg?fit=max\&auto=format\&n=PcTxd3WLo5iruk9e\&q=85\&s=f5f576476a12791348ce1c50c5a61c14) Common statuses within the journey. Not Qualified is shown separately because it keeps the current stage unchanged. | Stage | Common status examples | | - | - | | New | No Contact, Call Attempted, No Response | | Contacted | Info Gathering, Qualified | | Proposal | Scheduled Meeting, Proposal Sent, Revised Proposal, Proposal Accepted | | Deal | Deal Discussion, Awaiting Payment, Agreement Pending | | Won | Converted | | Nurture | Future Prospect, Not Interested | | Lost | Deal Lost, Refunded | These are common groupings, rather than a fixed sequence. Some statuses can appear across multiple stages. Assessment reports and lawyer consultations also have their own statuses, depending on the service and activity. ## How an enquiry moves forward You do not need to update every milestone yourself. The CRM responds to work completed on the enquiry: * **Log an initial call:** No Contact can change to Call Attempted without changing the stage. * **Complete profile information:** A profile-completion update reaching 45% can move a New enquiry to Contacted with Info Gathering status. * **Schedule or start a regular meeting:** A New or Contacted enquiry can move to Proposal. Lawyer consultations follow separate status rules. * **Send a proposal from Contacted:** The enquiry moves to Proposal with Proposal Sent status. Revisions and acceptance can update its status afterward. * **Create the primary service invoice:** The enquiry moves to Deal. An assessment-report invoice does not represent this milestone. * **Complete the service agreement:** The enquiry can convert to Won. Eligible payments can also trigger conversion where an agreement is not required or an approved waiver applies. Use the actions available on the enquiry and review the resulting status. The journey is not a checklist that every enquiry must pass through in order. ## When the client is not moving forward Recording the right outcome helps your team understand the conversation and whether another follow-up would be useful. > [accordion] Future Prospect: revisit the enquiry later > > The person may need more work experience, documents, a language test, or time to discuss their plans. Select the category and reason, then choose when to follow up. The enquiry moves to **Nurture**. > [accordion] Not Interested: record why they do not want to proceed > > Record the category and reason so the next staff member understands the conversation. The enquiry moves to **Nurture**. This action is available before Deal; Deal has its own Deal Lost outcome. Respect any request not to receive further follow-ups. > [accordion] Not Qualified: record suitability for this enquiry > > Record why the enquiry is not suitable to proceed. **The current stage stays unchanged**; the enquiry does not automatically move to Nurture or Lost. This outcome belongs to the particular enquiry, rather than every service or destination the person may consider. > [accordion] No Response: review the contact attempts > > No Response describes the contact situation. It does not automatically close the enquiry or move it to Lost. Review previous attempts before deciding your next action. > [accordion] Deal Lost: record why the deal did not proceed > > Use the available Deal Lost action and record the category and reason. The enquiry moves from **Deal to Lost**. If an invoice or payment commitment prevents the change, review the message shown in the CRM before continuing. > [accordion] Refunded: the refund has been processed > > A processed refund moves the enquiry to **Lost** with **Refunded** status. ## When someone returns Start by reviewing the existing client and their enquiries. If the person returns for the **same service and destination**, the CRM can reuse an open enquiry or reopen a matching Nurture or Lost enquiry at New. Staff can also use the available **Push back to** actions to return an enquiry to the active pipeline. A different service or destination can have its own enquiry under the same client. Before taking the next action, read the previous notes and conversations. The client should be able to continue without having to explain everything again. ## An example of the overall journey Imagine a client enquires about permanent residency. You review their details, learn about their plans, and discuss the options available to them. As the conversation progresses, you share a proposal and help them work through the commercial steps. Once the enquiry converts, their case opens for processing. The illustration below brings that overall experience together. It is a simplified example of the conversation with a client; use the stage and status diagrams above to understand the actual CRM labels and outcomes. ![Illustrated client journey from new enquiry through review, proposal and negotiation, with conversion and alternative outcomes](https://mintcdn.com/wv-enterprise/PcTxd3WLo5iruk9e/images/crm/lead-journey.png?fit=max\&auto=format\&n=PcTxd3WLo5iruk9e\&q=85\&s=b974d031f589dcf30918eb8d96fa571c) An example of the client's overall experience, from their first enquiry to a decision. The illustration groups some outcomes under Closed / Lost. In the CRM, **Not Interested moves to Nurture**, while **Not Qualified and No Response do not automatically move the enquiry to Lost**. The person may also need more time, in which case Future Prospect keeps that context under Nurture. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.