Not every interested guest finishes booking on the first try. Someone gets halfway through checkout and their toddler starts crying. Someone asks your website chat a question at 11 p.m. and means to come back. Someone calls to check availability but wants to talk to their partner first. In most businesses, all of that demand simply evaporates — there's no record it ever existed. Lead Center captures those near-misses in one place, so the interest you've already earned becomes a list you can actually work instead of money quietly walking out the door.
In this article
Where leads come from
TripWorks creates a lead automatically from several sources, so you don't have to remember to log anything:
- Abandoned carts — a guest started a checkout online but didn't finish. This is often your biggest, warmest source: they picked a date and a party size, they were right there.
- AI chat — someone asked your website assistant about booking.
- AI CallBot — a caller asked your AI CallBot about availability or booking.
- Enquiry forms — a guest submitted an enquiry.
- Manual — you or your team add a lead by hand, for the walk-up or the phone conversation you want to follow up on.
Each lead carries the context of where it came from and what the guest was after — the tour, the date, the party size, the question they asked — so when you follow up, you're not starting cold. You already know what they wanted; you're just helping them finish.
Answered phone calls with a live person don't create leads on their own — they're recorded and analyzed in Calls. Lead Center is specifically for the would-be bookings that stopped short and need a nudge to finish.
Working your leads
Open Lead Center to see every lead in one place, review what each guest was trying to do, and follow up to bring them back to a completed booking. Instead of demand scattered across a checkout log, a chat history, and your memory of a phone call, it's one list of real opportunities — each with enough context to act on immediately.
Lead Center and abandoned-cart recovery
These two work hand in hand. Abandoned-cart recovery is the automatic layer — it emails shoppers who didn't finish and wins many of them back without anyone lifting a finger. Lead Center is the human layer — the pipeline where those carts, plus leads from chat, the CallBot, forms, and manual entry, collect so your team can give the high-value ones a personal touch. Automation catches the many; Lead Center is where you close the ones worth a phone call or a tailored reply.
Why it's worth the habit
The leads in here are the warmest prospects you'll ever get: people who already chose you, already picked a tour, and stopped one step from booking. Winning back even a fraction of them is pure recovered revenue from demand you'd otherwise never have known about — no ad spend, no new marketing, just following up on interest you already earned.
Frequently asked questions
Does every phone call become a lead?
No. Live phone calls are captured in Calls with full transcripts and analysis. Leads come from unfinished online checkouts, AI chat and CallBot conversations, enquiry forms, and manual entry.
How is this different from abandoned-cart recovery?
Abandoned-cart recovery sends automatic emails to bring shoppers back. Lead Center is the pipeline view where those carts — and leads from chat, calls, and forms — collect so you can follow up personally. See Recover abandoned carts.
What information does a lead include?
The source it came from and what the guest was after — typically the tour, date, and party size, or the question they asked — so you can follow up already knowing what they wanted.
Can I add a lead myself?
Yes. Alongside the automatic sources (abandoned carts, AI chat, AI CallBot, and enquiry forms), you can add a lead manually for someone you want to follow up with.
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