> For the complete documentation index, see [llms.txt](https://themochi-app.gitbook.io/documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://themochi-app.gitbook.io/documentation/module-3-inbox-and-messaging/lead-profiles-and-timeline.md).

# Lead profiles & Timeline

## Lead Profiles & Timeline

**What it is** — Every lead has a profile alongside their conversation: an AI summary of what matters in the conversation, a timeline of key events (links sent and clicked, calls booked), team-only Internal Notes, and the contact details Mochi has picked up for them. It's where you go to get context fast before you reply, especially on a lead you haven't talked to in a while — or to hand a lead off to someone else without losing anything in translation.

**Who can use it** — Same visibility as the Inbox: Creators, Managers, and Setters can open the profile for any lead in the organization; Closers only for leads assigned to them. Available on both Web and iOS.

**Before you start** — The AI summary needs AI access enabled for your organization. The rest of the profile — timeline and contact info — works regardless.

### How to use it

**Web:** open a conversation in the Inbox — the lead's profile appears alongside it as a sidebar. **iOS:** open a conversation, then tap the lead's name to open their profile.

1. Open the lead's conversation.
2. Open the profile (sidebar on web; tap the lead's name on iOS).
3. Click **Summarise** and review the AI summary, timeline, and contact info before you reply.

### The AI summary

Click **Summarise** on a lead's profile to generate the AI summary. It reads the conversation and pulls out the parts that actually help you personalize a reply or brief someone else:

* **Pain points** — what's actually bothering the lead
* **Desires** — the outcome they're chasing
* **Key quotes** — the lead's own words worth echoing back
* **Red flags** — signs they may not be a fit, or may need careful handling

Click **Summarise** before replying to any lead — even one that's been cold for weeks — instead of scrolling back through the whole thread. It's also the fastest way to hand a lead from a setter to a closer: copy the summary and send it over so the closer walks into the call already knowing the pain points, the desired outcome, and anything to watch for.

Creators and Managers can extend what the summary captures — for example, adding a budget-qualification field or a specific objection to watch for — under **Settings > Intelligence > Lead Summary**. Custom fields apply to every summary generated afterward, for every setter. See *Lead Summary (custom AI summary)* (Module 04).

### Timeline events

The timeline logs what's happened with this lead outside the message text itself:

* **Link sent / link clicked** — when a tracked Mochi link went to this lead and whether they clicked it. See *Tracking links & attribution* (Module 06).
* **Bookings** — when a call was booked, cancelled, or rescheduled through a connected scheduler. See *Connect Calendly* (Module 06).

Timeline events only appear for activity that ran through a connected feature. A link that was never converted to a Mochi tracking link, or a call booked through a scheduler Mochi isn't connected to, won't show up here.

### Internal Notes

Internal Notes are a place to leave context on a lead that only your team can see — the lead never sees them, no matter what. Use them for qualification context, a heads-up for whoever picks up the conversation next, or coordination between a setter, closer, and manager working the same lead.

Internal Notes follow the same visibility as the rest of the lead's profile: anyone who can already see the lead (per the roles above) can see notes left on them.

### Contact info

Mochi stores the contact details it has for a lead — for example, the email and phone captured automatically when they book through a tracked Calendly link. Contact info fills in as it's captured, so it won't be complete for every lead, especially early in a conversation.

### Tips

* Click **Summarise** before jumping into an old conversation instead of scrolling back through everything yourself.
* Use Summarise for handoffs, not just cold leads — copy the summary (or drop it in an Internal Note) whenever a setter passes a lead to a closer, or to another setter.
* Use timeline events to confirm whether a link or booking actually reached this specific lead before assuming it didn't work.
* Treat missing contact info as "not captured yet," not as a sign something's broken.

### Common mistakes & fixes

| Mistake                                               | Fix                                                                                                                                     |
| ----------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- |
| AI summary is missing                                 | AI access isn't enabled for your organization.                                                                                          |
| Expected a link-clicked event but don't see one       | Confirm the link was sent as a Mochi tracking link, not pasted as a raw URL — raw links aren't tracked.                                 |
| Expected a booking on the timeline but it's not there | Confirm your scheduler (Calendly or iClosed) is still connected, and that the booking went through a tracked link or the in-app wizard. |
| Contact info blank                                    | Nothing has captured it yet. It fills in once, for example, the lead books a call and shares an email or phone number.                  |
| Closer walks into a call with no context on the lead  | Have the setter click Summarise and pass the copy along (or leave it as an Internal Note) before the handoff.                           |

### Limits & good to know

* The AI summary requires AI access enabled for your organization.
* Timeline events depend on connected integrations (tracking links, Calendly/iClosed). Disconnecting an integration doesn't delete history already recorded, but new events stop.
* Internal Notes are never visible to the lead, under any circumstances.
* Closers only see profiles for their own assigned leads.

**Related:**

* The Inbox
* Change a lead's stage
* *Lead Summary (custom AI summary)* (Module 04)
* *Tracking links & attribution* (Module 06)