Lead status
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The Lead Status tells you the current state of a lead. Statuses help you to know when a lead is interested and ready for contact, as well as when a response needs review or additional follow-up after a conversation.
Conversica Lead Status Definitions (Intuitive Conversations)
These Lead Status values are used in a number of existing conversations on the Intuitive Conversation Platform.
| Value | Description | Examples |
| Hot Lead | The lead has expressed interest and is ready for contact by a representative. Use this field to run reports to see what leads are currently Hot and ready for contact. A lead will remain Hot until we follow-up and hear if they have any additional questions or have been helped. |
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| Lead to Review | The lead’s reply needs to be reviewed to determine your representative’s next action. Conversica will no longer message this Lead. This status is applied in situations when the lead provides an automatic reply, states confusion to the outreach, or would like to interact in a way that is outside the goal of the conversation. |
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| Further Action | The lead responded that they have further questions or that they were not contacted by the representative. If the representative can take action regarding the lead’s needs, Further Action is applied. The lead is still in need of information and information provided by the lead is relevant for the representative to know. Use this field to run reports to see what Leads require Further Action. |
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| Satisfied | The lead responds positively, indicating completion of the customer’s objective on the Intuitive conversation platform. They are already in discussion with a representative or already a customer. They have an appointment or have already visited with a representative. It needs to be clear that the lead has met the objective of the conversation. |
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| Disqualified | Lead responded to the follow-up exchange indicating that they are not interested, that the contact is no longer at the company, provide a new point of contact, they have changed their mind, or purchased elsewhere. They most likely will not be interested in continuing the conversation. Note: If the lead only says, “yes,” they are not considered a Satisfied lead because there is less of a clear indication that they were helped, or they purchased the product from the corresponding representative or company. They must indicate that assistance was provided by a representative or provide further context to ensure they are fully satisfied. |
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| No Further Action | The lead does not need any further action but is not classified as Disqualified. There could be action on this lead at a later point, but they are not necessarily disinterested. Because the lead is not necessarily disinterested, the lead could be added to a Reengage campaign or another type of outreach. |
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Conversica Lead Status Definitions (Non-Intuitive Conversations)
The following values are used in conversations that are not on our Intuitive Conversation Platform. This mainly pertains to conversations used by the Automotive Service Assistant and conversations used before being migrated to Intuitive Conversations. They will be replaced with the ones listed above on a future date. Existing Lead Status values for previous leads will not be changed as a result of this transition.
| Value | Description | Examples |
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Hot Lead
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The lead has expressed interest and is ready for contact by a representative. Use this field to run reports to see what leads are currently Hot and ready for contact. A lead will remain Hot until we follow-up and hear if they have any additional questions or have been helped. |
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Lead to Review
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The lead’s reply needs to be reviewed to determine your representative’s next action. Conversica will no longer message this Lead. This status is applied in situations when the lead provides an automatic reply, states confusion to the outreach, or would like to interact in a way that is outside the goal of the conversation. |
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*Lead at Risk
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Lead has indicated they were not contacted after turning Hot, and/or has additional questions they would like answered. *NOTE: This status is currently only used by those utilizing the Automotive Service Assistant (Customer at Risk). Lead at Risk is still a visible metric for customers who have been with us prior to Intuitive Conversations due to the data in the dashboard based on this status. |
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Satisfied
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Lead has indicated they were contacted by the rep and have no open questions. |
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