In the Agent Response you can make managing leads easier via the Contacts CRM area. You can assign leads to agents, so everyone knows who is managing a lead, and see when new leads come in.

Once a lead has been assigned in the Contacts CRM area, subsequent submissions from the same lead will automatically be assigned to the same agent. When looking at the leads, it is important to understand the different states a lead can be in.

Grey - This is the default colour for a lead it means that it is ready to be assigned. Once assigned the colour will update to yellow for the user who assigned it and it will then appear red to all other users (as they are blocked from re-assignment).

Green - When a CRM entry is green it means that the system has automatically assigned this to a user. It also means that the entry can be assigned immediately.

Yellow - When the CRM entry is yellow it means that entry is locked to you for 12 hours. You are the only person who can alter who it is assigned to until the 12 hours are up. After this time, the entry will turn grey.

Red - A Red CRM entry can only be updated by the person who assigned it (It will appear yellow for that user). A Red CRM entry cannot be updated by any other user until its 12-hour timer expires. This can be viewed by clicking the lock on the entry. Once an entry has become unlocked, it will change back to Grey. This is to stop accidental re-assignments while someone may be already working on the item.

Auto-assignments

If a leads fills in applications for multiple properties, they will automatically be assigned to the same agent that has been assigned to them previously. A screen icon shows next to the auto-assigned activity, will show when this has been done.