Lead Qualifier

The Lead Qualifier feature is designed to streamline session qualification, making it easier for Agents to categorize interactions with Visitors and gather actionable insights.

Here’s how it works:

  1. Pop-up Qualification Process:
    • A pop-up appears at the end of each session to help agents qualify the interaction.
    • This pop-up must be completed before closing the session window if the feature is turned on.
  2. Two Levels of Qualification:
    • First Level:
      • Agents are presented with 3 mutually exclusive options:
        1. Sale
        2. No Sale
        3. Invalid
      • Agents can select only one option from the first level.
        Iteration 2 · Multi-step selection
    • Second Level:
      • Based on the selected option from the first level, a second pop-up with customizable options will appear.
      • For example, if “Sale” is selected, the second level could include choices like:
        • Monetary amount
        • Internal Visitor categorization 1
        • Internal Visitor categorization 2
        • Sale type
      • Agents can select multiple options in the second level, enabling more detailed qualification of the session. However, it is mandatory for Agents to choose at least one option to proceed.
      • The results are officially recorded only when the Agent clicks "Submit".
        Select more than one tag + submit
  1. Customization:
    • The first level options are the same for all customers.
    • The second level options are fully customizable per client, allowing each business to tailor it to their specific needs.
  2. Feature Setup:
    • The Lead Qualifier can be turned on or off.
    • If turned on, the Agents won’t be able to close the Visitor chat window without filling out the pop-up.
    • If turned off, the pop-up will not appear at all.
    • Currently, it cannot be enabled for selected sessions only; it's either on for all sessions or off.
    • Clients need to contact the CS team to set up the feature.
  3. Session Compatibility:
    • This feature works across all session types, including chats, virtual calls, and telephony.