ADMIN: Contact and Lead Action Plans
A Contact and Leads Action Plan is a series of events, automated emails, and follow-up requests that help agents stay on top of everything they need to do for a lead.
🏗️ How to Create a Plan for the Company
Select the Settings icon ⚙️ in the upper right-hand corner.
Select Company-wide Action Plans under the General section.
Select + New ➕ in the upper right-hand corner.
Name the Action Plan (e.g., New Lead Action Plan) and select Contacts/Leads under the Action Plan Type dropdown.
Press Save 💾. This will take you to the plan's dashboard where you can start adding items.
➕ Adding Action Plan Items
To add your first item, select the + button in the upper right of the item box. Here are the types of items you can add:
📩 Add Automatic Email
Name your item and add the subject.
Due After: Choose the number of days until the action is due. (Tip: You can delay the send so it doesn’t look as automated!) ⏱️
Send From: Choose System/You (Owner or Agent). (Note: If you are on a team and send from the agent, it will not come from the owner of the contact).
Send To: Choose the Assigned Agent, YOU, or the Contact.
Content: Choose your content and click Save 💾.
📞 Add Follow-Up Request
Name your item and add a description (this serves as your reminder).
Due After: Choose the number of days until the task is due.
Repeat: Set the frequency if you want this to be a recurring request. 🔁
Required: If selected, the agent cannot snooze or dismiss the item without completing it. 🚩
Click Save 💾.
📣 Add to Campaign
Description: A reminder of why they are being added to this campaign.
Due After: Choose when the campaign should attach.
Campaign: Select your desired campaign. (Note: You must have Company or Personal campaigns created to use this).
📝 Send Survey
Name your item and add a description.
Send Survey To: Select the recipient.
Survey: Choose your pre-created survey and click Save 💾.
⚠️ Important Notes for Follow-Up Items
When creating Follow Up Items, keep these powerful administrative features in mind:
🚫 Blacklist if Overdue: If the agent does not complete this "To-Do" item, you have the option of blocking them from receiving new leads until the task is finished.
🔄 On Complete Set Status To: Often an agent forgets to update a lead's status. You can set the system to automatically change the status of the lead once this specific action item is marked complete.