LeadReactor

Overview

The LeadReactor streamlines your organization's outbound calling with advanced answering machine detection technology. Instantly leave personalized voicemail messages without agent involvement, making the process more efficient. Monitor the time and effort saved with the in-depth reporting that comes built-in with this feature.

Note: The LeadReactor currently only works when using the V2 softphone.

Create LeadReactor

1. Navigate to Flows > Engagement > LeadReactor

General

1. Provide a name to organize your lead reactors
2. Give a priority level to the LeadReactor
3. Add a tagging for reporting (optional)

Dialing

1. Select a dialing mode:
   1. Preview Dialing - Gives agents the option to review a summary of information prior to calling
   2. Power Dialing - Using voicemail detection, dial contact first before connecting to an agent
2. Distribute Tasks:
   1. Dial either LIFO or FIFO
   2. Send calls to either a single agent or a queue
3. Outbound Caller ID:
   1. Use either a Tracking number or an Outbound Campaign

Adding Tasks

1. Click Add Task
2. In the Subject, add a description of the task for this lead
3. Under Contact, select a contact from your activity log 
4. Select a priority for this lead from Urgent to Low
5. Add a Status for the lead, Pending, which will generate a call as soon as an agent matches the rules set previously 
6. Click either Save and Close or Save and Add Another to add more leads to the task list

💡 You can add tasks to the LeadReactor via Triggers and Salesforce Monitors.

Status Board

Keep management informed of the LeadReactor's status board. 

1. Click the Status button found in one of two places in the LeadReactor:
   • under the General section 
   • under the Task section

The status board provides many metrics, including, but not limited to, Time Saved, Pending Tasks, Active Agents, and Abandoned Calls. You can view these metrics in four different time blocks of your choosing.