Viewing Lead History

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The purpose of this guide is to explain how to access a Lead's historic interaction within CallPotential. Before contacting a Lead, it is important to understand their prior interactions in order to provide them a positive experience.

Note

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

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

Access

(A) Leads icon - Click to access your assigned list of Follow-ups (if any) and the full Lead list.

(B) All - The list will default to showing your Follow-up events. Click to view all Leads. The All list will show all Leads (Active, Rented, & Cancelled), including ones scheduled for Follow-up events.

(C) Search - Enter to search by specific parameters such as the Lead's name, phone number & unit number. The system will dynamically update as you start entering information.
(D) Status - The list will default to show only Active Leads. Click to search by All, Rented or Cancelled status.
(E) Date Range - Click the dropdown to show Leads created within a specific time period.
(F) Location - The list will default to show Leads created at all locations you have access. Click the dropdown to filter by a specific location(s).
(G) Additional filters - Click to filter the list by name, email, phone number, the employee who created the Lead, Lead ID, & Lead type.
(H) Apply - Click to apply your filters and update the list accordingly.
(I) Reset - Click to remove all applied filters and return the list to its original structure.

(J) Column Titles - All columns can be sorted alphanumerically by clicking the column title once. Click the column title twice to sort the column by reverse alphanumeric order. Click the column title a third time to remove all sorting. This can be helpful if you're looking for a specific name.
(K) Open - Click to open the specific Lead card you wish to access.

(L) History tab - Once inside the Lead card, click to access historical CallPotential communication.

Lead History - Note: Inside the History tab, you may click on a communication event for further details. You may also disposition an unknown event or edit a dispositioned event.

(M) Communication type - Indicates the communication type as well if it was inbound or outbound. Types include;
- Phone
- Text (Both One-Way or Two-Way, if enabled)
- Chat
- Email
- Voicemail
- Video Call
(N) Communication - Shows the length of the call/voicemail (if appropriate) or the number of messages for email or text correspondence. Click to listen to the call or read the correspondence(s).
(O) Lead Information - Note: Clicking the information icon provides further detailed information. This row provides information regarding a change to the Lead such as;
- When the Lead was created.
- Whether the Lead was created in CallPotential or your Property Management Software, including if a new Lead was created for an existing Customer.
- When the Lead type changed and what it changed to.

(P) User - Indicates the user who completed the manual task.
(Q) Time stamp - The date and time the communication occurred.