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NEW

The lead has been created. This status may also be assigned when Sela receives an inbound call from a phone number that is not associated with an existing lead.

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OPEN

Sela is actively engaging the lead. Most leads remain in this status during normal outreach.

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CALLBACK_TO_TRANSFER

The lead will be called back for a transfer to a loan officer. This commonly occurs when the lead completes the talk track and requests a transfer outside the loan officer’s transfer hours.

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LOST

Sela has stopped outreach to the lead, typically because the contact declined further engagement or requested no further contact. Channel-specific do-not-contact preferences are tracked separately from this status.

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CLOSED

The lead has been transferred to a loan officer or, when calendar scheduling is configured, has booked a call on the loan officer’s calendar.

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CLOSED_INCOMPLETE

The lead is closed without full resolution, typically because the contact requested human assistance but the interaction did not result in a completed transfer or booking.

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BAD_NUMBER

Sela could not reach the lead after multiple attempts. The phone number appears invalid or unreachable.

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SCHEDULE_COMPLETED

All scheduled calls for this lead have been completed.

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OUT_OF_TERRITORY

The lead cannot be dialed because the phone number is outside Sela’s supported calling regions.

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CANCELLED

Outreach to the lead was cancelled through an API update or the Sela application. The lead will no longer be called.

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UNKNOWN

A fallback status used only when no other status applies.