This article explains the difference between Leads and Cases in Smartr365, and how to convert a Lead into a Case so it appears on the Cases tab.
What is a Lead?
A Lead represents a prospective client who is in the early stages of your pipeline — for example, a new enquiry or a contact you have yet to take on as a full working case. Leads appear in the Leads (or Pipeline) section of Smartr365, not in the Cases tab.
Lead statuses include: New Lead, Call Back, Appointment Set, and similar pipeline stages.
What is a Case?
A Case is created when you start active work on a specific financial need for a client — such as a mortgage application or protection policy. Cases appear in the Cases tab and unlock access to the full Fact Find, sourcing tools, document store, and submission workflows.
Why Can't I See a Client in the Cases Tab?
If a client record has a Lead status but no mortgage or protection case has been created for them, they will not appear in the Cases tab. You first need to create a case for that client.
How to Convert a Lead to a Case
Go to the Leads / Pipeline section and open the client's lead record.
Click Add New Case (or the button to add a Mortgage or Protection need).
Select the case type (Mortgage or Protection) and complete the required fields.
Save — the client will now appear in the Cases tab.
Alternative: Create a Case Directly
You can also create a case for an existing client directly from their client record without going through the Leads pipeline:
Search for the client by name or email in the Clients section.
Open their record and click + New Case.
Select Mortgage or Protection and complete the details.
Tip
Once a case is created, the original Lead record in the pipeline is linked to it. Both the Lead pipeline view and the Cases tab will reflect the same client going forward.