Review leads and escalations
Where captured contacts and handed-off calls land, and how to be told about them.
What the agent captured, and what to do with it.
The page is named for your product: a Sales Agent fills Leads, a Support Agent fills Escalations. Both are in the Agent group in the sidebar.
Leads (Sales Agents)#
Every lead the agent captured on a call, newest first, with the contact details the caller gave in their own words.
| Column | What it is |
|---|---|
| Lead | name or email, and the conversation summary |
| Contact | email and company |
| Band | how strong the lead is |
| Score | the computed score behind the band |
| Agent | which agent captured it |
| Captured | call length and how long ago |
Bands group the score so you can triage without reading numbers:
| Band | Score |
|---|---|
| High-value | 81 and above |
| Qualified | 61–80 |
| Warm | 31–60 |
| Cold | below 31 |
Any fields you configured the agent to collect ride along with the lead, each marked whether the agent read it back to the caller to confirm it. A confirmed email is one the caller agreed to out loud.
Escalations (Support Agents)#
Calls the agent handed to a human, with the context it had gathered. These are the ones where somebody is still waiting — work them first.
Open escalations on Analytics counts the ones nobody has picked up yet.
Being told about them#
By default nobody is emailed. Turn it on in Settings · Workspace under Lead notifications:
- Cadence — Off, or Every lead, as it happens.
- Recipients — specific addresses, or leave empty to email every active owner and admin.
See Workspace settings.
Getting them into your CRM#
There is no direct CRM sync yet. Two things work today:
- A Webhook connection delivers conversation events to an endpoint you control, so you can write them wherever you like.
- A Zendesk connection files tickets from conversations.
See Connect your tools.
Why a conversation has no lead#
Most conversations do not produce one, and that is correct — somebody asking a question and leaving is not a lead. Every conversation, lead-producing or not, is on the Conversations page. Leads are the subset where the agent captured something worth following up.