Configure lead reclaim rules

Overview

Before you begin

[!IMPORTANT] - Role permission: CRM administrator or the Lead Pool administrator. - Prerequisite configuration: The Lead Pool is enabled and a Lead Pool administrator is configured. - Business dependency: Your company must define what counts as valid follow-up.

Configure Lead Pool overdue reminders

1. In CRM Management > Business Rule Management > Lead Pool Management, edit the target Lead Pool.
2. In Overdue Reminder Time, configure the reminder time for unassigned Leads that are overdue and not processed.
3. Configure the reminder time for assigned Leads that are pending and not followed up.
4. Save the configuration.

Configure reclaim rules

1. On the Lead Pool edit page, find Reclaim Rules.
2. Click Add Reclaim Rule.
3. Set the Lead scope. Lead scope supports multiple condition groups, and the documented logic uses an AND relationship.
4. Set the reclaim condition, such as long-term no follow-up or no conversion.
5. If needed, configure advance reminders for the owner.
6. Save the rule.
7. If multiple rules exist, drag them to adjust the priority.

Configure follow-up rules

1. In CRM Management > Business Rule Management > Lead and Lead Pool Management > Follow-up Rules, open the follow-up rules.
2. Click Add Follow-up Behavior.
3. Select Lead or an Affiliated Object (Related Object) related to the Lead as the object.
4. Select the actions that should count as follow-up.
5. Click OK.

Rule reference

• Overdue time for unassigned Leads starts when the Lead is created, returned, or reclaimed to the Lead Pool.
• Overdue time for assigned pending Leads starts when the Lead is assigned.
• Follow-up rules affect Last Follow-up Time, which in turn affects reclaim time.
• Follow-up behavior does not directly change the Lead status to Following Up.
• Lead Pool administrators can manually reclaim Leads in Pending, Following Up, or Invalid status in the front-end Lead Pool.
• After reclaim, the owner is cleared and the Lead returns to the Lead Pool for further routing.

Validation

1. Create or return an unassigned Lead and confirm that the administrator receives a CRM notification after the overdue time passes.
2. Assign a test Lead and do not follow up. Confirm that the owner and administrator receive a reminder.
3. Perform one selected follow-up behavior and confirm that the Lead’s last follow-up time is refreshed.
4. Use the administrator account to reclaim the test Lead and confirm that the owner is cleared.

Notes

[!WARNING] Changing follow-up rules affects the last follow-up time and reclaim time. Before you adjust it, confirm the company’s follow-up assessment standards.

Related topics

• Configure lead pool rules
• Configure lead assignment rules
• Configure lead conversion rules