Description: Tool dedicated to managing and tracking incoming contacts (leads), allowing operators to record interactions and monitor the progress status of potential clients.
What is it for? (Practical examples)
This tool is essential for companies that handle a high volume of phone contacts or initial interactions, as it allows to:
- Standardize recording: Ensures that all interactions with leads are recorded uniformly using predefined note templates.
- Manage the work queue: Provides operators with a clear work queue, prioritizing leads that have not yet been contacted and reserving customers for the first operator who takes charge.
- Analyze performance: Measure the effectiveness of contact activities and analyze closing rates (closed leads) by operator and time slot.
Main Features
Lead Management and Navigation
The module offers a dedicated interface to view and navigate among customers within the flow.
- Priority to New Contacts: The system automatically sorts customers, showing first those who have not yet received any interaction or note recorded in the Lead Flow.
- Advanced Search: It is possible to quickly search contacts by name, email, or phone number.
- Automatic Assignment (Reservation): If this function is active for your role, the customer is reserved for the first operator who enters a note, preventing multiple people from working on the same lead simultaneously.
- Status Tracking: For each customer, the last recorded note is shown along with an indication if the lead has been closed or is still in progress.
Operator Tools
While recording a note (customer history), tools are available to speed up data entry:
- Predefined Notes: You can quickly select a previously saved note (template) via a "Predefined notes" button.
- Automatic Tagging: Using specific predefined note templates can trigger automatic assignment of tags to the customer (e.g., 'Call back', 'Not Interested'), simplifying segmentation.
Detailed Reporting
The module adds a complete data source to the Report section, allowing workflow analysis:
- Contact Metrics: Displays total number of calls logged, unique leads contacted, and number of closed leads.
- Operator Analysis: Groups data by operator to monitor individual performance.
- Outcome Classification: Analyzes distribution of call outcomes (Positive, Negative, Partial, Unclassified).
- Time Filters: Allows filtering data based on call dates.
How to Configure
Lead Flow settings are located in the plugin configuration panel.
General Settings
| Option | Description |
|---|---|
| Show only if present in the following lists | Filters customers that will appear in the "Lead Flow" section, including only those subscribed to selected Marketing Lists. |
| Select information to display | Allows choosing which additional customer information (e.g., newsletter lists subscribed) should be shown in the Lead Flow interface. |
| Reserve customer for first operator entering a note | Select user roles for which automatic assignment (reservation) of leads must be active. |
Predefined Notes
This section allows creating and managing standard note templates that operators can quickly apply.
| Field | Description |
|---|---|
| Title | The name of the note template (e.g., "Successful call"). |
| Note | The full text of the note that will be inserted upon selection. |
| Tag Assignment | Customer tags that will be automatically applied when this note is used. |
AI Reporting
This section manages integration with Artificial Intelligence for automatic analysis of notes.
| Option | Description |
|---|---|
| Enable AI reporting | Activates an automatic process that analyzes recent notes' content and assigns a progress status (Positive, Negative, Partial, Unclassified) without manual intervention. |
| OpenAI Key | Requires that OpenAI API key is configured in the system's "Manage API Keys" section. |
Automatic Integrations
Lead Flow integrates with various areas of the system to automate processes and improve data analysis.
Segmentation and Automation
The module introduces a new filter condition in client and list management:
- Lead Status Filter: It is possible to segment customers based on their status in the flow:
- None: No interactions have ever been recorded in Lead Flow.
- In Progress: Interactions have occurred but lead has not yet been closed.
- Completed: The lead has been closed.
Automatic Classification (AI)
If AI functionality is enabled, the system performs scheduled automatic operations that periodically analyze recent notes entered by operators. The AI classifies call outcome (for example, Positive or Negative) and saves this status for use in reports, ensuring progress data is always up-to-date.
Automatic Tagging
When an operator uses a predefined note that includes Tag Assignment, specified tags are immediately applied to the customer. This may trigger other system automations (e.g., sending a specific follow-up email sequence).
