Creating a New Lead From an (Unrecognized) Inbound Phone Call

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The purpose of this guide is to explain how users can create a new Lead record or match to an existing Lead record when someone calls in from an unrecognized phone number.

Note

Italicized terms represent clickable icons on the specific screen being discussed.

Terms in blue are links to additional information about the described functionality.

Label Call

(A) Greeting tab - After answering an Unknown call, you'll be brought to the Greeting tab.
(B) Greeting Script - This is designed to be read after answering an unrecognized number. Note: The script is customized by your management team and may look slightly different than this example.
(C) Lead - Click after reading the script and determining the caller is a new Lead. This will bring you to a new Lead card. Refer here to learn how to work with an unrecognized call that is not a Lead.

Lead Card Functions

Script

(D) Name - While entering the Lead's name, a dropdown of potential matching names may appear. Click on a match to merge this new Lead card (and phone number) to an existing Lead record.
(E) Script - The script is customized by your management team and may look slightly different than this example. This will serve as a continuation from the (C) Getting card script. Questions with red asterisks are required to be filled in.

Date Needed - This is automatically populated to today's date, click the (F) Calendar to update as necessary. Selecting the correct date needed is vital so that the Lead can be entered into the correct Follow-up workflow.

Lead Details

(G) Exclusion - Click None to open the exclusion window. Refer to this support guide for more information on excluding Leads from communication.
(H) Did You Receive Permission to Send Texts - a Yes or No answer is required to save the lead.
(I) Inquiry Type - This has been automatically populated based on your management settings.
(J) Date Needed - This will sync with the Date Needed in the script.
(K) Expiration - This represents the date the Lead will be canceled and removed from the Follow-up process. Canceled Leads remain searchable and can be reactivated.
(L) Marketing Ad Source - Click the dropdown to access and select where the Lead discovered your facility. Examples may include such things as Google, YellowPages or a billboard. Your selection here will be represented in the Ad Performance report. Note: Depending on what property management software your company uses, this might not be visible or editable on your Lead cards.

Select a Unit - Note: The first unit you select will become highlighted in dark blue and transmitted to your management software when the Lead card is saved while additional units selected become highlighted in a lighter blue . Secondary units are not transmitted to your property management software.

(M) Inventory - Click the dropdown to view All units together or units by type such as Climate Controlled or Drive Up.
(N) Filter - Click this to display only units that are available.
(O) Unit Description - This includes Unit Size and Type. Click the Unit Size to search for those specific units at the location where the Lead's record is associated.
(P) Availability - This represents the number of available units as well as an available percentage for the particular unit size at the location where the Lead's record is associated.
Search - Click the (Q) magnifying glass to search for that unit's availability at other locations.
(R) Rate - This is the advertised, standard price for a particular unit.
(S) Adj Rate - Depending on your management settings, you can adjust the Rate. Click % to see the minimum and maximum adjustable range. A modified Adj Rate will override the (R) Rate.
(T) Tax - Include any applicable state and local taxes.
(U) Total - Sum of either the Rate or Adj Rate (whichever is lower) + tax.
(V) Special - Click the dropdown to see any available specials designated by your management team; for example, $1 move-in special.
Select Unit - Click the corresponding (W) checkbox next to the Unit size the Lead is interested.

Create a Reservation - Note: Make sure only one unit is selected when making a Reservation. Your dropdown options may differ based on your management team's settings.

(X) Lead Type - To create a reservation, click the dropdown and choose the appropriate option designated by your management team.

Take Reservation Payment - Note: This is only applicable if your management team has enabled this feature.

(Y) Pay - Click this to enter payment information after selecting the appropriate select from the dropdown. Click here for more information on Lead Types. Note: You need to have a unit selected in order to take reservation payment.

Location Details - Note: These tabs and their contents may be customized by your management team.

(Z) Get Directions - Opens an interactive Google map to help you direct the Lead to your facility.
(AA) Send Directions - Allows you to send turn-by-turn directions to your facility from the Lead's location via text or email.

Notes

(BB) New Note - When finished interacting with the Lead, click to enter a customized note, summarizing the interaction.
(CC) Quick Responses - Click the dropdown to access a list of standard responses.
(DD) Add - Click to add the note to the Tenant's account.

Note: Depending on your company’s Move In settings, the Add button may not display. In this case, you can save a single note for new lead move-ins. Multiple notes are still available for existing leads.

Save

(EE) Move-In - Click to begin the move-in process.
(FF) Save - Click to save the information you entered while working in the Lead card. This will add the Lead to a Follow-up workflow.