--- title: "View and manage Second Chance Leads in Contact Center Pro" slug: "view-and-manage-second-chance-leads-in-contact-center-pro" updated: 2026-04-25T01:28:31Z published: 2026-04-25T01:28:31Z --- > ## 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. # View and manage Second Chance Leads in Contact Center Pro ## Overview Powered by [Titan Intelligence (TI)](/v1/docs/titan-intelligence-overview), Second Chance Leads (SCL) automatically reviews and flags unbooked calls that can be recovered with a quick follow-up to the customer. It highlights only the most promising opportunities, enabling your team to focus on high-quality leads without extra effort. --- ### #### Who uses this feature - Administrators, CSRs, and managers - Applies to all business types #### Feature configuration - Contact Center Pro is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information. - 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 *Edit Second Chance Leads* permission is required to use this feature. Please contact the account administrator on your team. For more information, see [Manage Contact Center Pro Permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - Second Chance Leads is available to those on [Basic Phones](/v1/docs/phones-1) and [Phones Pro](/v1/docs/phones-pro-1) as well. 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. ## Best practices - After you start using Second Chance Leads, keep the status up-to-date along with notes, so your team has full visibility. For example, if it's a lead but you don't want to follow up, select **Lead - not following up** to keep track of the lead. If it's not a valid lead, update the status to **Reviewed - not a lead**. > [!WARNING] > **Caution:** Only mark a lead as **Not a Lead** if it truly doesn't qualify. Mislabeling can reduce the system's accuracy in detecting real leads. - Ensure you have a process in place in case you need to leave a voicemail for the customer. Some considerations: - What should the outbound caller ID be? - What number do you want to leave on the voicemail for the customer to call back? - If you review the second chance lead, call the customer, and leave a voicemail, do you want the customer to call you back directly, call one of your tracking numbers and ask for you, or can any agent assist? ## Second Chance Leads overview The *Second Chance Leads* tab displays a prioritized list of unbooked calls identified as having potential for recovery through a follow-up. Each entry includes actionable options, allowing you to review call details, initiate a callback, update the lead status, or dismiss the opportunity as needed. ## Access the Second Chance Leads screen 1. Go to Contact Center Pro. 2. In the side panel, go to **Urgent Follow Ups > Second Chance Leads**. ![Second Chance Leads tab in CCP](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-7g2adeaa.png) The *Second Chance Leads* screen opens, structured into three sections: - **Open:** Contains all new customer conversations that haven't been marked as *Resolved* or *Dismissed*. - **Cold:** Displays leads that have remained unreviewed for the length of time set in the *Cold Leads* settings, helping you keep the *Open* tab focused on recent activity. You can still revisit Cold leads, follow up, or dismiss based on relevance. - **Done:** Stores all past communications marked as *Resolved* or *Dismissed*. ## Filter Second Chance Leads Click **Filter**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-filter-alt.png) next to the column header to narrow the displayed results. You can refine call details using the following filters: - **Status:** Indicates the current stage of the lead. You can edit the status as needed. - **Notes:** Displays any notes left by the agent during call classification, providing additional context for the lead. - **Age:** Displays the call date and tracks how much time has passed since the call ended. - **Account:** Identifies the tenant account associated with the call. - **Customer:** Displays the customer's name, if available; otherwise, shows the phone number used to place the call. - **Type:** Represents the call type. ServiceTitan automatically classifies calls based on whether they were answered, their duration, and if they were booked. For more, see [Understand call classifications](/v1/docs/understand-call-classifications). - **Reason:** Indicates the reason selected during call classification, explaining why the call was not initially booked. - **Agent:** Displays the name of the agent who handled the call. > [!TIP] > **Tip:** For optimal results, start by filtering for a single account. Certain filters require selecting a single account before they can be applied. ![Second Chance Leads table](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-dpi3bwpd.png) ## View Second Chance Lead Details After you've applied your filters, hover over the desired call and click **View** to access detailed information. ![Hover over the desired call and click View to access detailed information](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-uutxlinr.png) In the *Second Chance Lead Details* flyout that opens, you can find the following information: - Overview - Customer information - Notes - Recording and Transcript ![Second Chance Lead Details flyout](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-7bc5x6wr.png) ## Overview - **Summary:** The summary of the call generated by [Titan Intelligence (TI)](/v1/docs/titan-intelligence-overview). - **Status:** Indicates the current follow-up stage of the lead. To update it, click **Edit** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png) , and select a new status from the following options: - **New:** Default status for all newly flagged second chance leads. - **Lead - call back attempted:** Set automatically when you select **Call Customer Back** on the *Call Details* window. Stays in the *Open* tab. - **Lead - not able to save:** The call was a lead, but the agent couldn't book the job. Moves to the *Done* tab. - **Lead - not following up:** Select this status if it was a lead, but there is no need to call the customer back. For example, maybe too much time has passed, or the call type is not worth a follow-up despite it being a lead. Moves to the *Done* tab. - **Reviewed - not a lead:** Select this status when you know the call is not a lead and doesn't need a callback. For example, if a renter calls or the call is about an existing job. The call moves to the *Done* tab. The following statuses are automatically set on Second Chance Leads when they're marked as *Done*: - **Job booked by SCL:** A job was successfully booked through a follow-up. The call moves to the *Done* tab on the *Second Chance Leads* screen. - **Job booked elsewhere:** The job was booked before the follow-up was attempted. The call moves to the *Done* tab on the *Second Chance Leads* screen. ![Select the status and confirm your action](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-v7rz3i2x.png) - **Age:** Displays the call date and how much time has passed since the call ended. - **Call ID:** A unique identifier for the call for tracking and referencing specific interactions. - **Agent:** Shows the name of the agent who handled the call. - **Type:** Indicates the call classification—automatically determined based on factors like whether it was answered, duration, and booking status. - **Reason:** Displays the reason selected during call classification, explaining why the call wasn't booked. ![Second Chance Leads flyout](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-nmy03i5w.png) ## Customer - **Phone Number:** The number the customer called from. Click the number to place an outbound call and follow up with the customer. - **Account:** The name of the company (tenant) the customer reached out to. Click to open your Enterprise Hub network in a new tab. - **Customer:** The customer record attached to the call. Click to open the customer record in a new tab. - **Location:** The location record attached to the call. Click to open the location record in a new tab. - **Zone:** The geographic service zone assigned to the location, based on the address. ![SCL customer section](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-xibv2dsc.png) > [!NOTE] > **Note:** Displayed information depends on call data and may differ by call. For example, if the customer account is unknown, only the number and the tenant account name appear. > [!NOTE] > **Note:** If multiple matches are found, the system notifies you of a possible incorrect customer match. To update, click **Change customer** and select from the suggested options. ![Change Customer in SCL](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-52jfb1hk.png) ## Notes - **Original CSR Notes:** Notes entered by the agent during the initial call classification. - **Second Chance Lead Notes:** Notes added while reviewing the second chance lead. Click **Add Notes** to document follow-up actions or decisions. ![Click Add Notes in SCL](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-cq1uuwpd.png) > [!TIP] > **Tip:** Select **Copy to Customer notes** or **Copy to Location** notes to save the second chance notes to customer or location records. ## Recording and Transcript - **Recording:** An audio file of the conversation, if applicable. - **Transcript:** Summary or full text of the conversation, including timestamps. ![Recording and Transcript section](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-z2xj9wfk.png) > [!NOTE] > **Note:** You can download the transcripts of your conversations to your computer. ## Manage Second Chance Leads After reviewing the potential leads, you can follow up with a callback or dismiss the lead if no action is needed. 1. Go to Contact Center Pro. 2. In the side panel, go to **Urgent Follow Ups > Second Chance Leads**. 3. Find the conversation you want to review and click **View** next to it. 4. On the *Second Chance Lead Details* screen, review the call information and notes. 5. From this screen, you can follow up by clicking **Call Customer** or remove the lead by selecting **Dismiss**. ![Click Call Customer](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-vht3sxhf.png) ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [View and manage Abandoned Calls](/v1/docs/view-and-manage-abandoned-calls) - See [Set call routing rules in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro) - See [Integrate Virtual Agent into your call routing](/v1/docs/integrate-voice-agents-into-your-routing-workflows)