Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Tab Section - Lead, Customer and History are accessible from anywhere in the Interaction Card.
(A) Greeting - Only available while working with an inbound call or processing a call.
(B) Lead - If the Lead was originally created in CallPotential, the original Lead/Script information can be viewed here. All sections described in this guide are part of this main Lead tab.
(C) Customer - If the lead rents, this tab will contain their customer account information.
(D) History - Accesses all past communication handled through CallPotential.
Contact Header - Provides key contact information and is always viewable across the Greeting, Lead, Customer, or History tabs.
(E) Search - Only applicable when matching incoming calls to existing records and used to change the record you are working with.
(F) Name - Lead Name
(G) Type - Identifies the record type.
(H) Primary number - The primary number on the record/account.
(I) Phone dropdown - Provides access to additional phone number(s), if any, associated with the account.
(J) Phone and TXT icons - Allows the user to call or text the Lead.
(K) Primary email address
(L) Email dropdown - Provides access to additional email address(es), if any, associated with the account.
(M) Email icon - Allows the users to email the Lead.
(N) Status - Lead Status is listed as Active, Rented, or Cancelled.
(O) Location - The location where the Lead has been saved.
(P) Information - Provides additional details about the location.
(Q) Neighbors - Provides the ability to view or search for neighboring locations and transfer lead if needed.
Follow-up - This sections relates to scheduled follow-up events.
(R) Start Follow-up Event - Click to initiate the scheduled, manual follow-up event. This may be a call, email or text.
(S) Dropdown options - Allows you to select additional contact information if needed.
(T) Next Follow-Up - Date of next scheduled Follow-up event.
(U) Information - Click to access details about the next follow-up event.
(V) Delay - Provides the ability to delay the follow up, if appropriate. We recommend using this feature very rarely. You will need to provide a reason for the delay if used. Depending on your management team's settings, you may not have access to this feature.
Script - The script is customized by your management team and may look slightly different than this example.
(W) Script -Scripting to walk you through the conversation with Leads. Answers to questions are entered directly in the script. Questions with red asterisks are required fields and must be completed in order to save the Lead.
(X) Date Needed - This is the date the Lead will need storage. By default, new lead cards are populated with the current date. Click the calendar icon to select a different date.
Lead Details - Options available in dropdowns may vary depending on customization by your management team.
(Y) Lead Type dropdown - It is extremely important to select the proper Lead Type to ensure the Lead is added to the correct follow-up campaign. All future follow-up events will be scheduled based on the Lead Type you select.
(Z) Payment - Click to enter a Reservation payment if applicable.
(AA) Exclusion - Click below exclusion to view or change exclusion settings for communication with this Lead.
(BB) Ad Source dropdown - Ad source that generated the lead. This field is automatically populated on inbound calls. Must manually select an option for walk in leads.
(CC) Inquiry Type - This field will automatically populate with "Call" for inbound phone leads.
(DD) Date Needed - The date the Lead needs storage. The field will sync with the Date Needed in the script.
(EE) Expiration - Date the Inquiry or Reservation will expire. Expiration period is set by your management team.
(FF) Marketing dropdown - Marketing source that generated the lead.
Notes
(GG) New Note - Enter any additional notes you'd like to add to the Lead record.
(HH) Quick Responses dropdown - Provides the ability to quickly add notes from a list of standard responses.
(II) Add - Click to add the note to the account.
(JJ) View More - Click to access additional notes.
Inventory - All unit information, availability, pricing and specials are pulled directly from your management software.
(KK) Inventory Type dropdown - By default, All units are displayed. Choose from dropdown to view only a specific unit type.
(LL) Available Unit Selection - Click to show only available units.
(MM) Unit Description - Unit Size and Type. Click the Unit Size to view specific unit numbers.
(NN) Availability - Represents the number of available units as well as an available percentage for the particular unit size.
(OO) Search - Click the magnifying glass to search for that unit's availability at other locations.
(PP) Rate - List price for unit size.
(QQ) Adj Rate - Depending on your management settings, you may have the ability to enter an adjusted rate. Click % to see the minimum and maximum adjustable range. A modified Adj Rate overrides Rate.
(RR) Tax - Any applicable state and local taxes.
(SS) Total - Sum of either the Rate or Adj Rate(if entered) + tax.
(TT) Special dropdown - Any available specials/promotions designated by your management team.
(UU) Select Unit - Click the corresponding checkbox next to the Unit size the Lead is interested. The first unit selected becomes highlighted in dark blue and is transmitted to your management software. Additional units can by selected in CallPotential but will not be saved to your management software.
Location Details - The Location Tab is available on all Lead cards. Additional tabs may be added/customized by your management team.
(VV) Get Directions - Opens an interactive Google map to help you direct the Lead to your facility.
(WW) Send Directions - Allows you to send turn-by-turn directions to your facility from the Lead's location via text or email.
Save
(XX) Save - Click to save all updates on the Lead Card. All information will be transmitted to your management software.
