--- title: "Set up Second Chance Leads for Contact Center Pro" slug: "set-up-second-chance-leads-for-contact-center-pro" updated: 2026-04-25T01:33:49Z published: 2026-04-25T01:33:49Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Set up Second Chance Leads for Contact Center Pro ## Overview Second Chance Leads (SCL) automatically reviews and flags unbooked calls, allowing you to quickly follow up and turn a cold lead into a successful conversion. You can customize this process by adjusting your *After Call Work Time* and *Cold Leads* settings to fit your business needs. --- ### #### Who uses this feature - Administrators and managers - Applies to all business types #### Feature configuration - Contact Center Pro is currently in Early Access and is subject to change. - Contact Center Pro requires an [Enterprise Hub](/v1/docs/enterprise-hub-1) network. Contact your Customer Success Manager or Pro Account Manager to request a network. - The *View & Edit Feature Management* and *Edit TI, Follow Up, & Reporting Settings* permissions are required to use this feature. Please contact the account administrator on your team. For more, see [Manage Contact Center Pro permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - Second Chance Leads is also available to those on [Basic Phones](/v1/docs/phones-1) and [Phones Pro](/v1/docs/phones-pro-1). While SCL for Contact Center Pro offers the same powerful lead recovery functionality, it includes a few distinctions: - SCL is permission-based and accessible to all accounts that have Contact Center Pro enabled. - Notifications are delivered in-app only, without text or email alerts. ## Configure Second Chance Leads settings Use Second Chance Leads settings to turn the feature on or off and customize how the feature works. ![Use Second Chance Leads settings to turn the feature on or off and customize how the feature works](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-contact-center-pro-image-35ouxx3c.png) ## Enable Second Chance Leads 1. In Contact Center Pro, go to your **Admin Settings**![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png). 2. In the side panel, go to **Feature Management > Call Analysis**. 3. On the *Call Analysis* screen that opens, turn on the **Enable Second Chance Leads** toggle. ![Enable Second Chance Leads](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-contact-center-pro-image-hi5m3xup.png) 4. When finished, click **Save**. ## Customize your After Call Work Time 1. In the *After Call Work Time* section, enter the number of minutes agents have to classify a call after it ends. After this time, the system checks if the call qualifies as a Second Chance Lead. ![In the After Call Work Time section, enter the number of minutes agents have to classify a call after it ends](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-contact-center-pro-image-byvloqn4.png) 2. When finished, click **Save**. ## Customize Cold Leads settings 1. In the *Cold Leads* section, enter how many days it takes for a Second Chance Lead to be marked as cold and moved to the *Cold* tab in *Urgent Follow Ups*. ![In the Cold Leads section, enter how many days it takes for a Second Chance Lead to be marked as cold and moved to the Cold tab in Urgent Follow Ups](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-contact-center-pro-image-ahziypev.png) 2. When finished, click **Save**. ## Manage SCL Follow-Up permissions Give your agents permission to edit Second Chance Leads in *Urgent Follow Ups*. In Enterprise Hub, these permissions are assigned based on user roles. 1. In Enterprise Hub, go to the *User Management* module. ![In Enterprise Hub, go to the User Management module](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-contact-center-pro-image-dfyu9xyd.png) 2. On the *User Management* screen that opens, select **Roles**. 3. Select a user role you want to edit or [create a new one](/v1/docs/create-and-edit-user-roles-in-enterprise-hub). 4. Go to the **EnterpriseHub permissions** tab. 5. In the *Contact Center Pro* section, select **Edit Second Chance Leads**. ![In the Contact Center Pro section, select Edit Second Chance Leads.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-contact-center-pro-image-uemsiejf.png) 6. When finished, click **Save Changes**. ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [View and manage Second Chance Leads in Contact Center Pro](/v1/docs/view-and-manage-second-chance-leads-in-contact-center-pro) - See [View and manage Abandoned Calls](/v1/docs/view-and-manage-second-chance-leads-in-contact-center-pro) - See [Set call routing rules in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro)