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Client guide · 10 minutes to read · a few minutes a day after that

Your leads from Facebook and Instagram ads

When someone taps one of your ads and fills in the short form, their details come straight to you inside Meta. Not to your email, not to your feed, not to your messages. This page shows you where to find them, how to get told when one arrives, and what to do with each one so nobody slips through.

Every day, one

Open Leads Center morning and evening. Two minutes. That's where every new person is waiting.

Every day, two

Ring each new lead the same day, at the time they said suits them. Leads go cold within hours.

Every day, three

Change their stage once you've called. Then anyone looking can see who's been rung and who hasn't.

Your progress

Part 1. Where your leads live

One place to look every day, and one backup.

Steps 1 and 2

Every form someone fills in lands in Leads Center, inside Meta Business Suite. Think of it as a simple list of everyone who's asked to hear from you, newest at the top. It's easiest on a laptop.

Meta Business Suite, left menu
Home
Inbox
All toolsclick here
   then Leads Centeryour leads
  1. On a laptop, go to business.facebook.com and log in with your usual Facebook login.
  2. If it asks which business, pick your business.
  3. Click All tools in the menu on the left, then Leads Center.Meta sometimes shows it as just Leads. Same place.
  4. Or skip the menus and use the button below. It opens Leads Center directly.
  5. Bookmark the page so it's one click every morning.
Open Leads Center

Meta only keeps people's details for about 90 days. After that they're gone for good. So once a month, download a spreadsheet of everyone and keep it somewhere safe. It's also handy if Leads Center ever won't load.

  1. In Meta Business Suite, click All tools, then Instant forms.This is the list of your ad forms. Older help pages call it the Forms Library. Same thing.
  2. Find the form we built for you and click Download next to it.
  3. Choose Download by date range, pick the last month, and choose CSV.CSV opens in Excel, Numbers or Google Sheets.
  4. Save it in one folder, named by month, so you can always find an old enquiry.
!Can't see Instant forms or the Download button? That's an access setting on our side, not something you've done. Message us and we'll sort it.

Part 2. Never miss one

Get your phone to tell you when someone new comes in.

Step 3

The Meta Business Suite app can ping your phone when a new lead comes in. Whoever answers enquiries should have it on their phone.

  1. Install it: iPhone or Android. Log in with the same Facebook login as step 1.
  2. When it asks to send notifications, tap Allow.
  3. In the app, open your profile or menu, then Settings, then Notifications. Turn on anything that mentions leads or lead ads.Meta moves these settings around between versions. If you can't find it, send us a screenshot of your Notifications screen and we'll point to it.
  4. Check your phone's own settings too. iPhone: Settings, Notifications, Business Suite, Allow Notifications on.Android: Settings, Apps, Business Suite, Notifications, all on.
Why you still check every day

The ping only says a new lead has arrived. It doesn't show their details, and sometimes it turns up late or not at all. So treat it as a nudge, and still open Leads Center morning and evening.

Part 3. What to do with each lead

Read it, ring them, mark it, keep them.

Steps 4 to 7

Click a name in Leads Center to open it. You'll see their contact details and their answers to the questions on the form. Have a look before you ring, so you open with what they asked about.

One lead, opened
NameAs they gave it.
EmailWhere to send anything in writing.
Phone checkedThey confirmed it with a code sent to their phone by text, so it's a real number.
Your form questionsWhatever we agreed to ask, for example what they're interested in and how soon.
Best time to callWhen they'd like to hear from you. Ring them then.
Everyone here is worth a call

Every person on this list chose to send you their details. Treat each one as someone who wants to hear from you.

Speed is the whole game. Someone who fills in a form has you on their mind right now. By tomorrow they've moved on, or asked someone else.

  1. Ring them the same day, at the time they said suits them. If they didn't say, ring as soon as you can.
  2. Say who you are and that they just asked about your business on Facebook or Instagram. Most people are pleasantly surprised how quick you are.
  3. No answer? Send a text straight after, so they know who's been ringing. There's one ready to copy below.
  4. Still nothing? Try once more the next day at a different time, then send a short email.
The text if they don't pick up

"Hi, it's [you] from [your business]. You asked us to get in touch through Facebook or Instagram, so I've just tried to call. When's a good time to chat?"

Each lead in Leads Center has a stage. New ones start in Intake. Move them along as things happen, so if two of you share the list, you never both ring the same person, or neither of you does.

Stages in Leads Center
IntakeNew, nobody's called yet. Every lead lands here by itself.
ContactedYou've rung or texted them. If you don't see this stage, message us and we'll add it.
QualifiedYou've spoken and they're a good fit. Keep following up.
Converted wonThey've booked or bought.
LostNot right, or gone quiet after a few tries. Add a word on why.
  1. Open the lead in Leads Center.
  2. Change its stage to the one that fits. On the list view you can also drag it across.
  3. Add a quick note if there's anything to remember. Wants a call after 6. Thinking about next year.

The names on your screen may be a little different. What matters is that nobody stays in Intake once they've had a call.

Not everyone is ready to say yes on the first call. Adding them to your email list means they keep hearing from you while they decide.

  1. Copy their email from the lead.
  2. Add it to your email list, the same way you add anyone else.
  3. Mention it on the call, so it's expected and doesn't land in junk. "I'll pop you on our email list too, so you've got everything in writing."

Part 4. Where leads don't go

The thing that catches almost everyone out.

Step 8

A lead isn't a post, a comment or a message. The form is private between that person and your business, so it never appears anywhere on Facebook or Instagram itself. If you only scroll your feed, you won't see a single one.

Where to look
Your Facebook or Instagram feednot here
Messages and DMsnot here
Comments on the adnot here
Leads Centerhere
Comments and messages still matter

Some people will comment on an ad or send a message instead of filling in the form. Those show up in your normal Business Suite Inbox, not in Leads Center. Answer them too, but they're a separate thing.

If you get stuck

Leads Center isn't in my menu, or it's empty

Use the direct link in step 1 first. If it still won't show, your login needs leads access on the business. That's a setting on our side, so message us and we'll add it.

Someone else answers enquiries for me. Can they see the leads?

Yes. Send us their name and the email they use for Facebook and we'll give them access. Then they follow this same guide on their own login and phone.

I got a notification but can't find the lead

Check for a filter at the top of Leads Center, like a date or a form, that's hiding it. Clear it and look again. If it's still missing, tell us roughly when the ping came and we'll check.

Can I see the leads on my phone?

The app is best for the notification. To see the full list on your phone, open the Leads Center link from step 1 in your phone's web browser. A laptop is easier for working through several at once.

Can new leads come to my email instead?

Not on their own. Meta keeps them in Leads Center. If checking it daily isn't working for you, tell us and we'll talk through the options.

The phone number doesn't connect

Rare, because the number is checked by text, but it happens. Email them instead, and if there's no reply in a few days, mark them as Lost.

A lead is older than three months and the details have gone

Meta deletes them after about 90 days. Check the monthly spreadsheet from step 2. That's exactly what it's for.

Check daily, ring the same day, mark every one

That's the whole job on your side. The ads, the form and who sees them are ours.

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