Lead Inactivity Response
Lead Inactivity Response makes sure a new lead does not sit unattended. If nobody in your team has picked a lead up within a time limit you set, Leadpro automatically moves that lead to another office of your choosing, and lets that office know.
This is useful where one office is busy, covers unusual hours, or where you want a central or head office to act as a safety net for leads nobody has reached yet.
Who can set this up
Lead Inactivity Response is configured by an Admin user on your Leadpro account, from Settings > Account > Leads. You can have one rule for your Leadpro account.
Setting up your lead inactivity response
Go to Settings, open Account, and select the Leads tab.
Scroll to Lead Inactivity Response.
Switch on Enable lead inactivity response.
Set your Inactivity time limit (minutes). This is how long a new lead may go unattended before Leadpro steps in, and can be anything from 1 minute up to 480 minutes (8 hours).
Choose the Lead types the rule should apply to. You must select at least one, and you can select as many as you need.
Choose your Response Action. Reroute to Office is currently the action available.
Choose the Office the lead should be moved to.
Press Save.
What counts as your team attending to a lead
The clock starts the moment a lead arrives in your dashboard. When your time limit is reached, Leadpro checks whether anyone on your team has either:
added a note against the contact, or
made any update to the lead.
If either has happened, the lead stays exactly where it is. Only actions taken by your team count towards this — automatic updates made by Leadpro itself, and notes generated by your other tools, are not treated as your team attending to the lead.
Notes are held against the contact rather than against each individual lead. If a contact has enquired with you before and already has a note on their record, a new lead from that same contact will be treated as attended to, and will not be rerouted.
What happens when a lead is rerouted
The lead moves to the office you selected.
Its status changes to Redirected, which sits in your Unread leads — so it arrives as new, unworked business for the receiving office.
A note is added to the contact recording which office the lead came from, and how long it had gone unattended.
The receiving office's lead notification recipients are emailed, telling them the lead has been redirected to them and how long it had been waiting.
The email goes to the recipients set up against the receiving office for that lead type. If that office has no recipients set up for the lead type, the lead still moves across but no email is sent.
When a lead will not be rerouted
Someone in your team attended to it within your time limit.
Its lead type is not one of the types you selected.
The lead is already in the office you chose as the destination.
The destination office has since been removed from your account.
You switched the rule off before the time limit was reached.
Changing your settings later
Switching the rule off also stops any leads that are currently waiting from being rerouted.
Changing your time limit applies to leads that arrive afterwards. Leads already waiting keep the time limit that was in place when they arrived.
Each lead is checked once, when its time limit is reached. A lead that has already been rerouted will not be rerouted again, and a lead that was picked up promptly and then left will not be picked up later.