Unsure about some of the "Status" tags you see in FormFlow?
Every form submitted can be found inside of the FormFlow tab. We've made it easy to identify what you need to know with descriptive status tags on every form card inside of FormFlow. Below, you can find a list of each tag and it's definition.
Active: This lead has been manually reactivated by clicking the "Make Active" button in the lead drawer. This lets your team know you should still try to contact this lead. Manually updating a lead will not trigger the auto call. The status of the lead will automatically change if the agent has an interaction with them.
Active - No Outreach: Leads in this status have not had any outbound calls or manual outbound texts (automated texts do not count) made to them. These are leads you should follow-up on as soon as possible. This status used to be called "Active - Not Called". Similarly the "Not Yet Called Active Forms" count in the FormFlow header is now "Active Forms With No Outreach"
Note: If you attempt to text a lead and they then 'Opt-Out' of receiving messages by replying with 'Stop', the initial text will be 'voided' and the status will remain 'Active - No Outreach' until an attempted call is made.
Active - Not Reached: The lead was called at least once through Liine. However, the agent was not able to connect and speak with the lead. This can happen for various reasons; the agent reached the lead's voicemail, the phone line was busy, the call dropped before connecting, etc. "Active - Not Reached" will only be displayed following the "Active - Not Called" status.
Active - Text Conversation: Leads in this status have at least one message in each direction. A lead has sent at least one text message into your team and your team has sent at least one manual (not automated) text message to the lead.
Analyzing: There was a recent inbound/outbound call made and our AI is analyzing the call! Manual updates cannot be made until the AI has finished Analyzing the call.
Don't plan to Contact - Other: Agents have the option to manually update a lead's status. This option can be used for a variety of reasons and lets your team know that this lead no longer needs to be contacted.
Don't plan to Contact - Stale: Agents have the option to manually update a leads status. This option assumes the lead is no longer viable nor interested in your services and should no longer be contacted.
Duplicate: A duplicate lead is a lead that submitted the same form twice and used the same phone number and/or email address.
In Progress: The call has not yet ended. Fingers crossed for a booked appointment! After the call is completed, it will be analyzed then automatically updated with the appropriate status.
Max Attempts: If a lead has been called more than the maximum number of times, the status will be shown as "Max Attempts". By default, the max number of attempts for a new lead is three. However, you can attempt to reach a lead as many times as you would like past the max. Please reach out to our Support team if you would like this changed.
Reached - Inbound Call: The lead called into the practice and connected with an agent.
Reached - Manually Updated: If an agent calls the lead outside of Liine, there is an option to "manually update" that lead's status. Doing so will retroactively update FormFlow Analytics by reconciling the change. This lead will no longer be shown as a lead that needs to be contacted.
Reached - Outbound Call: The agent made an outbound call from Liine and connected with the lead. Once a lead has been reached, they will be removed from the " Should Contact today" cadence!
Reached - Text Message: A text conversation has occurred between a lead and team member. For a conversation to occur, the lead can start communication by consenting to receive text messages from Liine, and engages in a conversation with the practice via a Liine tracking number. A team member can also manually send a text message to a lead to begin a conversation.
Invalid Phone Number: The phone number used on a submitted form is invalid. Invalid phone numbers consist of invalid area codes, too many/too few digits, etc. Leads with "Invalid Phone Number" statuses will not affect FormFlow Analytics.
Spam: The "Spam" status indicated the call an unwanted commercial offering. It is manually applied by an agent. Spam leads will not affect FormFlow analytics.