The hierarchy
| Term | What it is |
|---|---|
| Source | A platform your leads come from: Thumbtack or Google Local Services. Yelp is coming soon. |
| Connected account | One authorised sign-in to a source. Shown as a card on Sources. |
| Business | One business inside that account — usually one location. |
| Lead | One customer request, with its conversation attached. |
| Timeline | The event log inside a lead: messages, notifications, calls, decisions. |
Settings live on the business
Almost everything you configure — services, prices, quiet hours, reply limits, thresholds — belongs to a business, not to your account. Two locations can behave completely differently.
The exceptions are per-lead switches. Auto-reply can be turned off for a single lead without touching anything else.
Why the timeline matters
Every decision the system makes is written to the timeline, including the decisions to stay silent. If you ever wonder why something did or did not happen, the answer is there rather than in a support ticket.