Setting Up Custom Lead Statuses

Lead Status Management Tool 

In this course, you'll learn about the Lead Status Management tool. This tool allows you to define which Lead Statuses are set at a particular stage of a Conversation. With the Lead Status Management Tool, you can streamline your processes and train your Revenue Digital Assistant RDA to categorize a response to trigger a corresponding alert. 

Goals for this course 

• An overview of the new tool and how it works. 
• Which users have access and how to access the tool. 
• How to set custom Lead Statuses on the conversation and individual lead list level. 
• Best Practices for customizing your lead statuses 

Lead Status Management Tool  The Lead Status Management Tool 

What is the Lead Status Management Tool?

With the Lead Status Management Tool, you can streamline your processes and train your Revenue Digital Assistant RDA to categorize a response to trigger a corresponding alert. 

For example, this tool can be helpful if you have a list of leads so valuable that every response should be categorized as a Hot Lead or if you want a specific response from your leads labeled as Lead to Review to ensure it receives the attention it requires from your representatives. 

With the Lead Status Management tool you can customize what Lead Status is applied during a particular stage of a conversation to match your business’s process. 

When a lead responds to your AI Assistant the response is interpreted and placed in the appropriate Response Category and assigned a Lead Status. With the Lead Status Management tool, you can customize how responses are categorized and what status (if any) should be applied to a given response. 

What are the available lead statuses? 

Lead Status Management Tool  How to Use If you have access to the Conversation Editor, you can utilize the Lead Status Management tool. 

If you do not yet have access to the follow the instructions in our How to 

Activate the Conversation Editor article. 

There are two ways to set custom lead statuses for a specific exchange 

1. Conversation level- Use this option to ensure changes to Lead Statuses are reflected across an entire conversation. 

2. Individual lead list- To add a further layer of customization, if you utilize multiple lead lists, you can set customized statuses for each individual list. 

Let's go over the Conversation level first. 

How to Customize your Lead Statuses: Conversation level 

Follow these steps to customize the lead statuses for a Conversation. 

1. Open the Conversation Editor > click the conversation you want to customize. 

2. Hover over the Lead Response Category you want to edit, click Edit. 

3. Click the Set Lead Status drop down and choose from the list. 

4. Repeat these steps for each Response Category you desire to customize. 

5. Then, click Save Changes. 

How to Customize your Lead Statuses: Individual List level 

Follow these steps to customize the lead statuses for a List. 

1. Open the Conversation Editor > click the conversation you want to customize. 2. Click the drop-down to select the list you want to edit. 

3. Hover over the Lead Response Category you want to edit, click Edit 

4. Click the Set Lead Status drop down and choose from the list. 

5. Repeat these steps for each Response Category you desire to customize. 

6. Then, click Save Changes 

Lead Status Management Tool  Reviewing Custom Lead Statuses 

Reviewing Customized Lead Statuses

Once saved, the customization will go into effect for how your AIAssistant handles all responses received from that point forward for this specific list or conversation. Lead Status Management Tool  Best Practices 

Best Practices when setting custom lead statuses 

Ensure your customer lead statuses are aligned with your alerts settings 

For example, if you set an important response to have a custom status of Further Action, but not representatives are opted in to the Further Action alerts, then the hand-off to the rep does not occur. 

Take note of the date when a status is modified 

This provides a point of reference when evaluating the performance of the conversation and lead satisfaction. For example, if you remove the Hot Lead status from an earlier exchange, a slight decrease can be expected in the Ever Hot Lead % messaged Rate 

Align Hot Leads to be triggered based on your engaged lead volume and representative capacity 

If your conversation engagement is too high to keep up with, set earlier responses (example: Engage, I'm interested) to no status. This way your representatives are only alerted to the most qualified and engaged leads. If your conversation engagement rate is low, set additional responses after the first exchange to the Hot Lead status.

Avoid adding a Disqualified status to interested leads on the first response 

This may be misleading to any representatives that did not create this custom status. This may also skew your Conversica metrics to highlight the Disqualified and the qualified of Hot Leads. 

Use the Satisfied status only for Satisfied leads 

Currently there is not an alert setting for the Satisfied status. To avoid missing any important messages, only use the Satisfied lead status at the end of an interaction. 

For responses that collect information, your team may find value in assigning a custom lead status such as Lead to Review 

Most leads that are classified as "Wrong Contact with Alternative Contact Information" will be given a Disqualified status. If you want to receive these leads as they come in, you will need to be opted in to receiving Disqualified alerts. If you do not want to be opted into Disqualified alerts but still want to be alerted to "Wrong Contact with Alternate Contact" leads, then an alternative is to customize this lead to be qualified as a Lead to Review status. If a lead provides new contact information, this information is sent in the alerts to reps regardless of the lead status classification. 

Lead Status Management Tool  Wrap Up & Resources Wrap Up 

Great work! We hope you learned how to use the Lead Status Management tool and have some inspiration of how it can help your Conversica experience. 

Join the conversation in our community! 

Learn more: Check out this quick video to learn more about customizing lead statuses with the Lead Status Management Tool. 

To learn more information about the Lead Status Management Tool, please check out our Help Center.