A lead is any contact who has signaled interest, by calling, filling a form, replying to an email, or starting a chat, but has not yet been qualified as a real opportunity.
Not every lead is worth the same effort. The job of a CRM is to capture each lead, score it, and route it before it goes cold.
When every inbound call, text, and chat is captured automatically, no lead falls through the cracks. In Frontdesk, this is handled automatically: the AI listens to every call, reads every text and email, and updates the record without anyone typing it in.