# Customers and leads

> People, companies and leads: where they come from and how they are qualified.

- Canonical page: https://synconone.com/docs/customers-and-leads
- Section: Workspace
- Updated: 2026-10-22

Every conversation belongs to a person. What they say, the company they work for, and whether they are worth following up all land on records your team shares.

## Customers and companies

Customers and Companies hold the people and organisations you deal with. A customer's record shows their conversations, opportunities, meetings and tasks together, and what the agent remembered from earlier conversations.

## Leads

Leads lists the people the agent or your team has judged worth following up, with an owner. Assignment rules decide who that owner is, and say why.

## Qualification and scoring

1. In Qualify, build a playbook: the few questions that separate a lead from a browser. The agent asks them while it helps, and publishes nothing until you do.
2. From Growth up, Score holds the scoring model that turns what was said into a score.

> **Routing never moves an owned lead** Once a lead has an owner, a new conversation from the same person does not reassign it.