Agents can receive lead offers via SMS, email, or in-app notifications. Clicking the link in any of these notifications—or using the Accept or Decline buttons in the email—will take the agent to the Lead Offer screen.
Lead Offer Window
Each lead is offered exclusively to one agent for a limited period of time. The length of this window is controlled by company settings configured by an administrator.
While the lead is being offered:
- The remaining time to respond is clearly displayed
- Any available tags, hints, or AI summaries are shown to help evaluate the lead
- The agent should choose to Accept or Decline based on the information provided
Letting a lead time out without taking action will negatively impact the agent’s performance score.
Accepting a Lead
When an agent decides a lead is a good fit, they should select Accept from the Lead Offer screen.
When a lead is accepted:
- The lead is immediately assigned to the agent
- The full lead details become visible
- A copy of the lead is delivered to the agent using their preferred contact methods
- The agent becomes the official owner of the lead for follow-up and conversion
Accepting a lead confirms that the agent is available and ready to work the opportunity. Promptly accepting qualified leads helps:
- Improve response time
- Increase conversion rates
- Maintain a strong agent performance score
Agents should review all available information—such as tags, hints, and AI summaries—before accepting to ensure the lead is a good match.
Declining a Lead
If an agent determines that a lead is not a good fit, they can choose to Decline the lead from the Lead Offer screen.
When a lead is declined:
- The lead is immediately released back into the routing system
- The next eligible agent can be offered the lead without waiting for a timeout
- The declining agent will not receive that lead again
Declining a lead is preferred over letting the lead time out, as it:
- Keeps the lead moving quickly to another agent
- Helps maintain accurate routing and availability
- Avoids unnecessary decreases to the agent’s performance score
Agents should decline leads promptly when they know they cannot work the opportunity.
Timing Out on a Lead
If an agent times out before accepting or declining a lead, they are considered to have missed the lead. When this happens, the agent will see a screen offering another opportunity to receive the lead.
Give Me Another Chance
From the missed lead screen, the agent can click “Give Me Another Chance.”
When selected:
- The agent is placed back in line for the lead
- The lead will be reassigned to the agent if the current agent being offered the lead declines or times out
- No immediate reassignment occurs until the current offer cycle is completed
This feature allows agents to recover from missed opportunities while preserving the integrity and fairness of the lead distribution process.