Set up Second Chance LeadsLast updated on 04/26/2023

• Turn on Voice Intelligence to maximize the effectiveness of Second Chance Leads. 

There are two options to set Second Chance Leads permissions:

Enable permissions by role

1. Go to the navigation bar and click Settings .

2. In the side panel, go to People > Role Permissions.

3. Click Edit next to the desired employee role.

   The Edit Role screen opens. 

4. In the Calls section under Job Booking & Dispatching, select the View Second Chance Leads permission.

5. When you’re finished, click Save Changes. 

Enable individual employee permission

1. Go to the navigation bar and click Settings .

2. In the side panel, go to People > Employees.

3. Under Employees, click Edit for the employee whose permissions you want to set.

4. Click the Permissions tab.

5. In the Calls section under Job Booking & Dispatching, select the View Second Chance Leads permission.

6. When you’re finished, click Save Changes. 

Use Second Chance Leads settings to turn the feature on or off and customize how the feature works.

To enable Second Chance Leads:

1. Go to the navigation bar and click Settings .

2. In the side panel, go to Phones Pro > Second Chance Leads. The Second Chance Leads settings page opens. 

3. Next to Enable Second Chance Leads, use the toggle to turn the feature on or off. By default, this feature is disabled. 

   You can also update the following settings to customize your Second Chance Leads:

After Call Work Time (in minutes): Click Edit to select how much time each agent has to classify a call after it ends. After the set amount of time, the calls are reviewed to see if it’s a Second Chance Lead. The default time is 5 minutes.

Tip: Make sure you’re selecting an adequate time for your needs. If you set it for too much time, for example over an hour, you’ll likely lose out on the chance to save the call, as the customer may have already found another company to provide service. If you set this to too short, for example, less than 5 minutes, it’s likely the agent may still be wrapping up booking the job even though the call has ended. This may generate an unnecessary second chance lead, which you’ll need to manually update.

When you’re done, click Save.

The Employees with Access to Second Chance Leads section lists all employees who have access to Second Chance Leads.

• Click on the Employee Name in the list to update the individual employee’s access level permission. 

• Click All Employee Permissions to access the Employees page where you can make changes to your employees’ permissions. 

You can enable notifications to get alerts about new second chance leads.

1. Go to Call Booking in the main navigation menu. 

2. In the side menu, click Preferences. The Preferences page opens. 

3. In the Second Chance Leads sections, set how you want to be notified when a new second chance lead is identified:

   1. In-app notification

   2. Text

   3. Email

4. When you’re done, click the X to close the window. 

• See Second Chance Leads

• See Review Second Chance Leads

• See Phones Pro