Introduction
Lead Engage is a premium AI tool available to Sierra Interactive clients, designed to qualify and nurture leads through two-way text message conversations. Starting January 2025, Lead Engage will transition from a closed beta to a flat-rate service of $199/month, making advanced lead management accessible to all agents.
Permissions
The Primary Manager can activate Lead Engage for their account. During activation, they can decide whether other users can opt-in leads. If access is not granted, other users can still take actions such as pausing conversations.
Why This Feature Matters
Proper lead qualification is critical for maximizing conversion rates. Lead Engage simplifies this process by allowing agents to focus on leads that are most ready to engage. By assessing key factors like readiness and individual preferences, agents can save time and increase efficiency.
Setup Process
Lead Engage will be available to all clients starting January 2025. For setup or questions, contact support@sierrainteractive.com.
Engaging Leads with Lead Engage
You can engage leads via three methods:
- Lead Routing Rules: Enable auto-engagement in your lead routing rules.
- Lead Detail Page: Use the Lead Engage widget to opt-in leads.
- Sierra Automation: Automate actions like “Opt-In to Lead Engage,” “Pause Conversation,” and “Resume Conversation.”
Lead Engage Widget in Lead Detail Page
- The widget shows the lead’s current status and available actions (e.g., pause or restart conversations). Significant lead changes, like assigning a new agent, may pause conversations and require manual re-engagement.
- If a lead opts out of text communication or uses a landline, Lead Engage options will be restricted, and the button will be grayed out.
- All communication is logged in the lead detail page, with a “View Activity” button for historical activity.
Avoid Overlapping Communication
Avoid opting leads into AI conversations if they’re also assigned to an Action Plan to prevent overlapping communication. E-Alerts can run alongside Lead Engage without interference.
Error Notifications
If a lead is qualified, the status will change to Needs Follow-Up, with a corresponding notification. Manual text messages will stop automated conversations unless otherwise specified.
Lead Dashboard
Once enabled, a new Lead Engage column appears in your Lead Dashboard. It shows whether leads are opted in and whether they Need Follow Up. Advanced Search now includes “Opt-In” and “Needs Follow-Up” filters as Yes/No options.
Notifications
Enable email, text, or in-app notifications via the Sierra AI tile in Notification Settings. Notifications will alert you when:
•A conversation reaches Needs Follow-up.
•An existing conversation cannot continue.
•A new conversation cannot start.