Handling Suspended Leads
Some of the leads entering Influx may be suspended and placed in a system view called Suspended leads. There are three reasons a lead may be suspended.
- Suspected spam
- Suspected duplicate
As the agent, you can inspect all suspended leads to ensure that Influx is managing them appropriately. Depending on the reason for suspension, you will have different options on how you can manage the leads.
Influx checks all incoming addresses in both forms and emails against a third-party spam database. If the email address is a known spammer, the email will be suspended. Spam email can be Recovered or Deleted.
Recover: If you determine after inspection that the contact is a legitimate lead and not spam, you can recover the lead and it will be entered into Influx and processed as normal.
Delete: If the contact is spam, clicking the delete option will remove the contact from the system
To ensure that the same lead is not entered into Influx more than once, all leads are compared using a combination of first and last name, email, and phone number. On occasion, leads will enter a different email on duplicate submissions or use a home phone in one contact and a mobile phone in another. These leads are suspended so that you can review them and determine if it is the same lead as an existing one. Duplicate leads can be Deleted, Recovered, or Merged.
Merge: Use the merge option to compare the suspected duplicates side-by-side. Merge will add any changes you wish to make to the existing record using any new fields completed. For example, the differing telephone number suggests that one was entered in error. It will be necessary to verify the correct number before merging the records. Checking the box next to a field indicates that this is the record you wish to keep.
Recover: If you determine after inspection that the contact is not a duplicate, you can recover the lead and it will be entered into Influx and processed as a new lead. Influx will prevent you from recovering a lead that shares an exact email or phone number.
Delete: If the contact is a duplicate, clicking the delete option will remove the contact from the system.
In some unusual circumstances leads may be collected with incomplete information. The minimum required information for a contact to be considered a lead is name, email, and phone number. However, Influx will accept a contact with a name and email or a name and phone number as a suspended lead marked as incomplete.
An incomplete lead can be processed as usual although it will remain suspended until both email and phone fields are provided. As soon as the missing information is entered the lead will be unsuspended.
Without an email, Influx cannot communicate with a lead. The agent will be reminded of this missing Information as an item in the to-do panel.