Classic - Open Leads

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 open leads within an organization are displayed in the Open Leads section on the left side of inFlow. Lead visibility is restricted by the viewing user's state licensing, branch permissions, loan purpose types, and loan types.

Open

Taking Leads from the Open Leads Section

1. Navigate to inFlow.
   
   

   Open

   

    

2. Open the Open Leads section in the Pipeline Panel.
   
   

   Open

   

    

3. Select Take to assign the Open Lead. The primary agent will be updated to the user who takes the lead.
   
   

   Open

   

What happens to the open lead once it is assigned?

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. All existing agent assignments are removed to be replaced by the agent who took the lead.

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.

• The lead is assigned to the current agent.

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.

Open Lead Timers

Creating Open Lead Timers

Contact Insellerate’s Customer Support to create or update Open Lead timers.

How Open Lead Timers Work

Open Lead timers are 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 resume 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

• Make a Click-to-Call

• 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 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

Open Lead Take Permissions

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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