Frequently Asked Questions
General
How are leads created?
Leads are created automatically when contacts interact with your business — for example, by responding to a broadcast message, engaging in a chat conversation, or coming in through a connected integration. You don't need to create leads manually.
What do the different lead statuses mean?
| Status | Meaning |
|---|---|
| New | Fresh lead, not yet contacted |
| Contacted | You've reached out to the lead |
| Qualifying | The lead is being evaluated |
| Qualified | The lead meets your criteria |
| Follow-up | Needs further follow-up |
| Converted | Became a customer |
| Lost | No longer interested or reachable |
| Archived | Set aside for now |
What are "inactive" leads?
Leads with a final status — Converted, Lost, or Archived — are considered inactive. You can still view them and access their chat, but you cannot change their status, create follow-ups, or assign agents.
Qualification
What is AI Qualification?
AI Qualification is an automated process where the system evaluates a lead based on their interactions and assigns a qualification score. This saves time by automatically scoring leads without manual review.
What does the Qualification Score mean?
The score ranges from 0 to 100:
- Higher scores indicate more promising leads
- Lower scores indicate leads that may need more nurturing
The exact interpretation depends on how your organization uses the scoring system.
Can I change a lead's qualification from AI to manual?
You can update the qualification score manually by using the Change Status action on any active lead.
Agents & Assignment
How do I assign a lead to an agent?
Click the Assign action on the lead (from the action menu or details drawer) and select an agent from the dropdown.
Can I reassign a lead to a different agent?
Yes! Use the Assign action again and select a different agent. There's no limit to how many times you can reassign a lead.
Why can't I assign an inactive lead?
Leads in a final state (Converted, Lost, or Archived) don't need further agent attention, so the assign option is not available.
Actions
What bulk actions are available?
Select multiple leads using the checkboxes, then choose an action from the dropdown in the selection bar. Only active leads can be selected for bulk actions.
How do I export my leads?
Click the Export button and choose:
- Current Page — exports only the leads visible on the current page
- All — exports all leads matching your current filters
How do I view a lead's full history?
Click the History action on any lead to see their complete timeline of lead interactions, including past leads, status changes, and broadcast history.
What is Broadcast History?
Broadcast History shows the delivery timeline for broadcast messages sent to a lead. You can see when messages were sent, delivered, read, or failed — plus details about the campaign and template used.
Follow-ups
How do I create a follow-up from the Leads page?
Click the Follow Up action on any active lead. This opens the Follow-up creation form with the contact pre-selected.
Can I create a follow-up for an inactive lead?
No. Follow-ups can only be created for active leads (those not in Converted, Lost, or Archived status).