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Automated feedback requests

Requesting feedback from agents is easy using our automated feedback request functionality (Available on Pro plans). Simply enable automation by selecting “Send automated requests to salesperson for feedback“.

The automated requests will direct agents to answer simple questions using our Feedback Form. Responses are logged and are available on the lead detail screen and via the agent stats on the dashboard.

We allow you to send up to five reminders. To enable simply choose the “Amount of time to wait after initial lead acceptance”. You can choose the number of minutes, hours, or days to wait before sending an automated request. Select additional rows beneath the first one to add additional reminders. For example you could send an automated request 1 day after lead acceptance. If the agent does not respond you can send another reminder after 1 hour and so on.

Send follow up requests until the salesperson has contacted the customer and completed up to:

This section lets you define how much information the agents need to provide before we stop sending additional feedback requests. If an agent fills out the feedback form to your desired completion level, we stop sending feedback requests.

  • Section 1 (action taken)
    This means answering yes or no whether the lead was contacted
  • Section 2 (status)
    This means they answered the current status of the lead
  • Section 3 (partial)
    The agent completed one of the options in section 3
  • Section 3 (complete)
    The agent completed all options in section 3

Responding with “No / Bad Lead” or “Yes / Failed” requires a note?

If the agent says they were unable to make contact, or the lead failed, they must provide more detailed information in the comment section otherwise the system will keep asking them for feedback.

 

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