The following pages outline some of the more advanced settings and configurations available within your account.
Setting Distribution Model
Disabling multiple agents queuing will send the incoming lead to the agent or office that best matches the lead only. The timer will be disabled and the lead will be considered automatically accepted.
This is useful when there are is one parent and multiple child accounts under one company, in which case leads would automatically flow into the child accounts. This is the case when there is a corporate entity that wants to send leads to satellite or partner accounts.
See Reach distribution model to learn more about offering leads to agents from different sub-accounts.
Allow Agents to Manage Availability
Enabling this function will allow agents to adjust their own availability. If an agent sets themself as unavailable, they will no longer receive new lead opportunities until they set themself as available again.
Reply to Address
By default, the Reply-to email is set to the first administrator on the company account. It is important that agents do not reply to these emails. If this happens, the administrator will receive the email and should notify the agent of this error.
Admin Contacts
By default, all administrators will be contacted when there are comments made by an agent on a lead. If there are multiple recipients of this function, enter the email addresses here, separated by commas. All addresses much exist as an administrator within the company’s account.
Multiple Lead Offers
The Multiple Leads, or Multi-Lead, feature allows the system to send out multiple copies of each lead that comes in based on source. Using the email address field, the administrator can enter the specific source email and the number of copies of the lead to be sent. If this is a universal rule (i.e. this function is required for every source email), enter the star symbol (*).
Note: This feature does increase the total lead volume and may impact billing. If more information is required, please fill out a support ticket, or send an email to support@leadassign.com.
Lead Geolocator
The Lead Geolocator will identify the location of a lead. To do this, the administrator will have to configure the system to find the text associated with the location, similar to the Lead Transformer.
Below is an example of a rule that picks up the zip code of a lead, using this data to determine the location of the lead.
Email Address: *
Label: Zip Code
Find: /Zip Code:(.*)/
This rule will find the zip code within the lead information and use the variable data as the search information. As a result, the location will be defined as the centre of the zip code region.
Geolocation weighting can be used to signify the importance of the physical location to the lead. If the weighting is kept at nil, then the location will not have any impact to the routing. If the location is important to the account’s business needs, then the weighting would act similarly to Exclusive Tags.
Note: if there are many multiple lead sources, Lead Assign can help. There may be support fees to help assist with Lead Geolocator rules.
Lead Hints
Lead Hints provides the ability to display a limited amount of information regarding the lead to the agent prior to officially accepting the lead. For example, this function provides information to the agent such as where the lead was generated, the geographical region of the lead, the type of product the lead is interested in, etc.
This function works similar to Lead Transformer in terms of set up and what it achieves. If the account’s needs require more advanced rules, please contact support@leadassign.com.
For example, if the lead’s zip code is required to be displayed in the hints but is not required as a routing rule (a tag), then there needs to be a rule to detect what is already in the lead. If the lead comes in with the label as “Zip Code: ”, it will have to be formatted to match as follows:
Email Address: *
Find: /Zip Code: (.*)/
Display: Zip _%1%_
Another example is if the administrator wants to display the brand of the product the lead is inquiring about, in which case the rule is set up as follows:
Email Address: *
Find: /Honda/
Display: Honda
Lead Hints rules can be challenging to set up initially. If more support is needed, contact the support team. Note: There may be a support fee to get all rules put in place properly.
Lead Transformer
The Lead Transformer allows the administrator to change incoming lead text from one format to another.
For Example: /Name: (.*)\n(.*)/ will search for
Name:
Bobby Walker
and you can create the second part of the rule to say: Name: $2 which will show
Name: Bobby Walker
The rules will take effect in descending order, meaning the top of the list will activate first and work its way down from there. The rules will not work if a forward slash (“/”) before and after the “search for” text is missing.
Ensure to include the source email address in which these rules will take effect on. If rules are required for every lead, use “*” for the email field. Note: this function uses regex. It is recommended to check the coding before the rules are put into the system, affecting incoming leads.
The period and star (“.*”) symbols are used in conjunction fairly often to represent “match any character to end of line” when dealing with variable data of unknown length. Alternatively, the administrator can use “(.)” as a uni-character to name just one character as a variable.
For alphabetical characters only, the administrator should use “(^0-9)”, which defines exactly one non-numeric character. Alternatively, the administrator can use “(0-9)” to define exactly one numeric character.
In order to “paste” a named variable (anything you use (.*) to find) you would use “$” to mean variable, and use numbers (1,2,3 etc) to choose which variable you want inserted. If you have 3 different variables and only care about 1 and 3 you can insert them side by side by saying $1$3. You can insert the same variable multiple times within one rule.
A new line character or a “Line Break” can be defined as “\n”. If you are looking to find information from the line following the line you started on you must signify that using the Line Break character. For the replace part of the rule you can simply hit the enter/return key to start a new line.
Note: please do not use quotations within the rules when coding.
Allowing Original Lead Contents
By default, Lead Assign attempts to remove styling. This makes lead presentation more consistent. Enabling this allows your agents to view the original HTML/JSON.
Attachments
This feature stores attachments externally and adds clickable links within the lead for agents.
Adding Custom Terms & Conditions
This displays the account holder’s custom terms and conditions on the “View Lead” screen prior to an agent accepting the lead.
Agent Qualification
Agents names as tags
Administrators can create tags using agents’ names so that their names act like tags. For example, a “John” tag can be created, and in this case, the lead would be directed to John.
Every agent qualifies for untagged leads
If the pecking order function is on and users have been assigned PK tags, then incoming leads will be directed based on ranking.
However, if the lead does not have any tags, all users will be given equal opportunity to receive the lead.
Manual Intercept
Enabling Manual Intercept will stop new leads from automatically routing.
When a new lead comes in, it will be held in a paused state. The administrator will be able to preview who the lead may be offered to at this time by clicking on the lead and viewing the lead routing details from the sidebar.
This is a valuable tool during the implementation stage when first configuring the account. Once the routing rules have been set up, it is recommended to turn this feature off to ensure leads are acknowledged as they come in.