Your first lead

What happens the moment a guest hits Submit — and where everything ends up.

What happens between a guest sending your booking form and the lead reaching your CRM. If something looks wrong, this page helps you find where it stopped.

When the guest sends the form

  1. We check the form came from your website. If you've listed allowed domains, it must come from one of them.
  2. A lead is created, marked New. If the same email enquired recently (within 30 days, unless you've changed that in Settings → Business profile), the enquiry is added to their existing lead instead.
  3. A quote is created, marked Sent, with every item they chose, your pricing plan applied, and its own proposal link.
  4. If they booked a viewing, it's added to the lead and they get a confirmation email.
  5. The enquiry is sent to every active connection. Each one is sent separately, so if HubSpot is having a bad day, your email notification still arrives.
  6. The guest sees "Your proposal is ready" and a button to open it. They're also emailed the link, from your venue's name. If they reply, it goes to your venue's contact email.

What you see in the dashboard

  • Dashboard: the new lead appears under Recent leads, and the bell shows a notification.
  • Leads: name, email, event date, guest numbers and status.
  • Quotes: the quote with its full breakdown and share links.
  • The lead's own page: contact and event details, the quote, any viewing, and internal notes for your team.

What the guest sees

Their proposal, on a private link at innkept.co.uk (or your own web address, if we've set one up for you). It shows everything they chose, with switches on optional items, a place to comment and, if you've set them up, your contract and a deposit button.

The first time they open it, the quote changes from Sent to Viewed in your dashboard.

What reaches your CRM

The guest's contact details, their event details, the quote total and the proposal link. Each CRM gets them in its own form: a Contact in HubSpot, a Person and Deal in Pipedrive, a Lead in Salesforce. If you're building your own connection, the webhook reference lists every field.

If nothing arrives

  • Look for the lead in your dashboard. If it's there, the booking form worked and the problem is further along.
  • Open Integrations. Each connection shows when it last sent a lead, and the last problem if there was one.
  • Check the obvious: is your CRM still connected? Has someone changed the password or removed access?
  • Still stuck? See Troubleshooting or contact us.