Lead Statuses

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NEW

The lead has just been created. Usually created by inbound calls from unknown numbers we do not have a lead for.

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OPEN

Active lead that Sela is calling and working. Most leads stay in this status during normal engagement.

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CALLBACK_TO_TRANSFER

The lead will be called back in order to transfer them to a loan officer. Often occurs when a lead has completed the talk track and expressed interest in being transferred but was outside of the LO’s transfer hours.

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LOST

Sela stops calling this lead. Typically happens when the customer asks us to stop contacting them or expresses that they are not interested. Always results after the customer has been marked as DNC, but does not necessarily mean that they are DNC.

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CLOSED

The lead has been transferred to a loan officer, or if calendar scheduling has been configured the lead has a scheduled call on the LO’s calendar.

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CLOSED_INCOMPLETE

The lead is closed but without full resolution, typically due to the user escalating and asking to speak to a human.

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BAD_NUMBER

Sela could not reach the lead after multiple attempts. The 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 is outside of our service area and cannot be dialed. E.g. if it’s a phone number in a country that we do not support.

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CANCELLED

The lead was cancelled either by webhook or manually and will no longer be called.

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UNKNOWN

A fallback status used only when no other status applies.