Agent Assist

How do I claim leads?

Select the leads (silhouette) icon at the top right-hand corner of the Leads page. This takes you to the Claim Leads page, where you can claim available leads and save them to your Leads list. You also have the ability to filter by location, zip code, industry, employee size and location type. The lead listing will also let you know if a lead has previously been worked by you or a colleague.

Can multiple people work the same lead?

No. This feature, which will allow you to share leads with a colleague is coming in early 2020.

How are leads ordered in the my Leads view?

By default, your leads are ordered by distance from your current location. However, you can change the order by adjusting Show Leads option within the filter.

How do I change my filters to view leads in a different location?

In the filter options, change the Location setting to Custom Location. Then move the icon across the map to your desired location. You may also select the distance in Show Leads to return a list of leads in your custom location plus many other filter options. To search leads by zip code, simply type in the required zip in the text search.

How do I know what stage a lead is at in the pipeline?

Each lead is represented by an activity status icon, as well as a progress bar on the Lead Details page. The status icon will change when certain activities are completed.

What do the different icons stand for?

The icons correspond with a Leads activity stage - New Lead, Qualified, DM Appointment 1, DM Appointment 2, Enrolled. A red alert icon will appear when an action is needed.

How can I sort / filter my leads?

Select the filter in the search bar on your Leads list. From here, you can choose to filter your leads by any combination of lead status, next scheduled activity, industry type, or employee size. You can also filter your leads by location.

How do I remove leads I have claimed?

First, open the Lead Details page and select Abandon Lead towards the bottom of the page. Then, select a reason for abandoning the lead. Once completed the lead is removed from your list and returned to the Claim Leads list.

My lead has disappeared from my Leads list, where has it gone?

The lead has most likely expired due to inactivity and will need to be reclaimed, if still available. You can do this by searching the Claim Leads or checking your expired leads on the dashboard. Please also check that you have no filters applied to your list.

Can I add my own leads?

Yes. Select the + icon at the top right-hand side of the Leads page. Add the business name and zip of the lead or use the business card scanner to speed up this process. New leads will firstly be checked against the database listing and CL accounts. If it does not exist you can then continue and save the new lead to your Leads list.

How do I sync my activities with my calendar?

Click on Settings from the Dashboard and enable Calendar Sync by sliding the toggle. Once Calendar Sync is complete, your personal appointments will appear in the Agent Assist app and vice versa.

Can I cancel an activity that I had scheduled?

Yes. Select the scheduled activity and change the result to Canceled. The scheduled activity will be updated in the Daily Plan and the lead’s Activity History to reflect cancellation.

What about recording an activity to multiple leads at once?

With the batch record functionality you can now multiselect your leads to complete or schedule a call or drop activity with a couple of clicks! Simply go to My Leads, hit the Batch icon beside the search box, select the required leads and add the activity details.

Can I link my activities with multiple contacts on a lead?

Currently, an activity can only be recorded to a single contact.

Can I assign activities to my colleagues?

This feature is not currently available, but it is scheduled to be included in a later release.

How do I add a new contact to my leads?

To add a new contact, select Add a New Contact in the Lead Details page. Include the relevant information and click Save. With the business card scanner you can quickly add a new contact to an existing lead at the click of a camera.

How do I turn on geolocation?

During your initial login, you will be asked to allow geolocation. It is important to enable this for the app to function properly. You may need to delete and reinstall the app if you are facing issues with geolocation.

The app isn’t updating to my current location when I search for leads?

You may need to review location settings on your device. Depending on your device it is normally stored in Location Services on iOS and Security & Location on Android. If the issue persists, delete the app and reinstall. Be sure to enable geolocation when prompted.

How long do I have to work a lead to the next stage of the pipeline?

The default settings for lead progression are:
New Lead – Qualified: 3 days
Qualified – DM Appt 1: 7 days
DM Appt 1 – DM Appt 2: 10 days
DM Appt 2 – Enrolled: 30 days

If you progress a lead to the next stage before a deadline, any remaining days are credited to the new stage.

Note: Your territory manager can change these settings, if required.

You can review the expiration times set for your territory by going to Dashboard and tapping on the Settings icon top right.

How do I move the lead through the various pipeline stages?

You must record activity in order for a Lead to progress forward. This can be done by scheduling and completing an activity in the Lead Details page.

For example, recording an activity where you spoke or met with someone at the lead automatically qualifies the lead. Setting a meeting with type DM 1 or DM2 moves the lead to that status. Completing a scheduled enrolment meeting sets the lead to Enrolled.

How do I know when my lead is about to expire?

The Lead will be shown with a red alert icon, informing you that it will expire by the stated time (normally 2-3 days).
Note: A lead progresses when a relevant activity is recorded (i.e. setting a DM 1 appointment moves the status to DM Appt 1).