Creating a Lead Type
Learn how to create a lead type to classify leads and define how they are created and closed.
Prerequisites
-
Ensure the user has:
-
Permissions to use the Contact Center and Analytics Studio (CCAS).
-
Group Supervisor or Manager role.
-
-
Ensure the user is logged in to the CCAS.
TIP: Open the CCAS while following this how-to guide.
Steps
1. Open the Leads app
-
Click the icon App
in the bottom left corner of the CCAS desktop. -
Scroll down until you see the section Management.
-
Select Leads to open the Leads app.
2. Create a lead type
-
Click New lead type in the bottom right corner of the Leads app.
-
Fill the lead type information in the New lead type window:
-
LEAD TYPE NAME: Enter a name for the lead type. For example,
Demo test. -
LEAD CREATION: Select how leads of this type are created. You can select one or both options:
-
Contacts: a lead is created when a contact matches a configured rule.
-
Events: select this option and then choose one or more events from the dropdown. A lead is created when any of the selected events occurs. Available events include
addToShoppingCart,checkout,clearShoppingCart,GoogleLeadGen,PurchaseFunnelStep,removeFromShoppingCart,updateShoppingCart,viewProduct, and others configured for your account.
-
-
LEAD CLOSURE: Select one or both options to define when leads of this type close:
-
Period: enable this option and enter the number of hours or days of inactivity after which the lead closes automatically. Select whether to count from the First or Last interaction.
-
Events: select this option and choose one or more closure events from the dropdown. The lead closes automatically when any of the selected events occurs (for example, checkout).
-
-
|
Note: When a lead closes due to a closure event, it is marked as Lead Closed and Converted. |
-
Click Save in the bottom right corner of the New lead type window.
Result
Engagement Cloud creates the lead type and shows it in the lead types list in the Leads app. A green confirmation toast appears: "Lead type was saved with success". You can now configure rules to associate this lead type with interactions.
Note: You can activate or inactivate a lead type. You cannot delete a lead type.