Description

This article provides information about open leads. It includes:

What are Open Leads?

Open leads happen when no action has been performed on an application in a specific status/activity for the duration of the open lead timer set for that status/activity.

All of the open leads in an organization can be viewed by clicking Open Leads in the Menu Panel of inFlow. Lead visibility is restricted by the viewing user's state licensing, branch permissions, loan purpose types, and loan types.

Open

How to Assign an Open Lead

1. Select inFlow 2.0 from the inFlow dropdown menu.
   
   

   Open

   

    

2. Click Open Leads in the Menu Panel.
   
   

3. The list of open leads opens.
   
   

4. Click Take to assign an open lead. In this example, we are taking the James Burton lead.
   
   

   
   A green popup notification confirms that the lead has successfully been taken.
   
   

    

5. The open lead is now a new lead. The lead details for the newly taken lead open in the Record Details Panel.
   
   

6. The primary agent will be updated to the user who takes the lead and can be viewed in the Lead History and Assignments sections.
   
   

What happens when a user takes the lead from Open Leads?

• The lead is reassigned to that user. The prior user is unassigned.

• The lead is removed from Open Leads and the Open Lead Timer is reset.

What happens to the open lead once it is reassigned?

After the lead is successfully reassigned, a new Lead History entry is added documenting that the lead has been taken from the Open Leads queue. The primary agent assignment is removed to be replaced by the agent who took the lead.

Are there limits on the number of leads users can take?

The Open Lead Cap field in User Registration defines the number of open leads any user can take. See the User Registration article for details.

How many field views can be seen in an open lead?

Admins can set which fields users can view. Only one version of Open Leads can be active for the org at any given time.

Open Lead Timers

The Open Lead Timer defines how long a lead remains in the workflow before moving to the Open Leads queue. The amount of time is based on how long a lead has remained in a defined status and activity without specific agent actions occurring.

Open Lead Timers count business days only. The timer pauses at midnight (based on the client's time zone on Insellerate) on Saturday and resumes at midnight on Monday.

How Actions Work with Open Leads

Actions that reset a timer and keep a lead out of Open Leads

• Create a follow-up

• Change the status/activity of the lead to keep it out of the Open Leads queue

Systems or agent actions that remove an Open Lead

A lead that is already in the Open Leads queue will be removed, and the Open Leads Timer will reset if the following actions are performed on it:

• Creating a follow-up

• Changing the status of the lead

• A user takes the lead from the Open Leads queue by clicking the Take button

• A user calls an Open Lead without taking the lead (clicks the phone number from within the Open Lead queue)

For example, suppose the status/activity of Contacted/Contacted has an Open Leads Timer of 15 minutes. Any lead currently in Contacted/Contacted and without activities performed within 15 minutes of the timer being set, will be moved to the Open Leads queue due to inactivity.

System or agent actions that do NOT remove a lead from Open Leads

The following actions do not affect the Open Leads Timer:

• Calling the lead

• Sending an SMS

• Exporting to a third-party app

• Manual field updates

• Agent assignment

• Creating a note

• Creating a Manager Review

• Importing a CSV or tab-delimited Fannie Mae file

• Importing Magnus or Fiserv data

• Importing a credit report

Permissions for Open Leads

The default is that any user with the branch permission to see the open lead can take it.

Optional permission is available to prevent primary agents from taking their own leads and requiring action on the lead to keep it. Contact Insellerate’s Customer Support to set this permission for your organization.

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