The Lead card allows you to view a potential tenant's inquiry or reservation details, available unit inventory, initiate outbound communication, add notes, update the status or process a move-in. The purpose of this guide is to explain where on the Lead card you can find this information and complete these tasks.
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) Lead - If the Lead was originally created in CallPotential, the original script information can be viewed here. All sections described in this guide are part of this main Lead tab.
(B) Customer - If the Lead completed the move in process, this tab will contain their Customer account information.
(C) History - Accesses all past communication handled through CallPotential.
Contact Header - This provides key contact information and is always viewable across the Greeting, Lead, Customer, or History tabs. Note: This information can also be found in Customer card information.
(D) Search - This is only applicable when matching incoming calls to existing records and used to change the record you are working with.
(E) Name - Lead Name.
(F) Type - Types include Lead, Customer, & Previous Customer.
(G) Primary number - The primary number on the record/account.
(H) Phone - Click the dropdown to access to additional phone number(s), if any, that are associated with the account.
(I) Phone and Text - Click one to either call or text the Lead's primary number.
(J) Primary email address - The primary email on the record/account.
(K) Email - Click the dropdown to access additional email address(es), if any, associated with the account.
(L) Email - Click to email the Lead's primary address.
(M) Status - Lead status' include Active, Rented, or Cancelled.
(N) Location - The location where the Lead has been saved.
(O) Location Information - Click this to access important location information such as;
Local time
Address
Website and email address
Office and Access Hours
Any additional information your management team added
(P) Neighbors - Provides the ability to view or search for neighboring locations and transfer the Lead, if needed.
Follow-up - This section relates to scheduled Follow-up events.
(Q) Start (a manual) Follow-up - Click to initiate the scheduled, manual Follow-up event. This may be a call, email or text.
(R) Dropdown options - Click to select additional contact information, if available.
(S) Next Follow-Up - Date of the next scheduled Follow-up event.
(T) Information - Click to access Hover over the icon to view details about the next Follow-up event. If the next Follow up has been delayed, the updated date will appear here along with the communication type (call, text, or email).
(U) Delay - Provides the ability to delay the Follow up, if appropriate. You will need to provide a reason for the delay. Depending on your management team's settings, you may not have access to this feature. Note: We recommend using this feature very rarely and always refer to your organization's policies before using.
Script - The script is customized by your management team and may look slightly different than this example.
(V) Script - If dealing with an existing Lead card, these are questions that the Lead answered when originally completing the Lead card. If creating a new Lead, these are questions to ask the Lead. Note: Questions with red asterisks are required fields and must be completed in order to save the Lead.
(W) Date Needed - For a new Lead, this will default to the current date. Adjust to reflect the date the Lead will actually need storage. Click the calendar icon to select a different date.
Lead Details - Options available in dropdowns may vary depending on customization by your management team.
- (X) Lead History - This provides important Lead creation information. Click the Information icon for more details.
(Y) Lead Type - Click the dropdown to select the proper Lead Type. 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. Note: Depending the Lead Type selected or your management settings, this might not appear in the Lead Card.
(AA) Exclusion - Click to view or change communication exclusion settings for this Lead.
(BB) Ad Source - Click the dropdown to select the Ad source that generated the Lead. This field is automatically populated on inbound calls and must be manually selected for walk-in Leads.
(CC) Inquiry Type - This field automatically populates with "Call" for inbound phone leads and must be manually selected for walk-in Leads.
(DD) Date Needed - The date the Lead needs storage. This syncs to the Date Needed in the script.
(EE) Expiration - This is the date the Inquiry or Reservation will expire. The expiration period is set by your management team. Note: Depending on your property management software, this might not be available.
(FF) Marketing - This indicates the marketing source that generated the Lead. Click the dropdown menu to adjust as needed.
Notes
(GG) New Note - Enter any additional notes you'd like to add to the Lead record.
(HH) Quick Responses - Click the dropdown 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. Note: This may not appear if there are no additional notes to view.
Inventory - All unit information, availability, pricing and specials are pulled directly from your management software.
(KK) Inventory Type - By default, all units are displayed. Click the dropdown to view 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 - This 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 a specific unit's availability at other locations.
(PP) Rate - This provides the list price for each 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 - Lists any applicable state and local taxes.
(SS) Total - Sum of either the Rate or Adj Rate (if entered) + tax.
(TT) Special dropdown - Click the dropdown to select from 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 be 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 and/or customized by your management team. Note: You may need to scroll to the bottom of your screen to view this area of the Lead card.
(VV) Get Directions - Click to open 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.
Move-in a Lead - Note: Depending on your management settings, this may not be available to you.
- (XX) Move-in icon - Click to initiate the Move-in process.
Save
(YY) Save - Click to save all updates on the Lead Card. All information will be transmitted to your management software.
