Introduction

The "Lead Pond" is a location for storing leads that are not assigned to a specific agent. Users given permission to use the lead pond will have access to claim leads and pull them out of the lead pond.

Some teams prefer to use this as an alternative distribution method instead of Next Up, Round Robin, or Blast Alert in lead routing rules. 

 

Summary

• Lead Pond Setup
• Using a Lead Pond
• Enterprise Lead Pond Permissions
• FAQs

Lead Pond Setup

*IMPORTANT: Currently, only teams under an Enterprise Chime package have access to up to 15 lead ponds. All other teams can only use one lead pond.

Navigate to Settings > Lead Pond to edit lead pond settings.

 

Setting to "Clear Assignees"

There is one setting that is configured and applies to all lead ponds that are created. This setting is the following:

 

 

Adding a New Lead Pond

Click on + Add New Lead Pond to add a new pond:

 

 

First, give the lead pond a name. This will be the name you will use to access this lead pond later or use in lead routing, etc.

Then, select the Pond Owner. This is a required field, and the same user can be used for multiple Lead Ponds, if your package allows for more than one Pond. 

If the lead responds to the automated content, their communication will be sent to the Pond Owner, as their email and phone were used to send content. If the Pond Owner does not have a virtual number, the system will use the Team Owner/Admin's virtual number, but the variables will still utilize the Pond Owner's information.

Next, decide if you want to set a custom email signature for messages sent to leads in the lead pond. If this is toggled off, the Pond Owner's email signature will be included in emails by default.

Editing the email signature is the same as elsewhere in the CRM.

 

Finally, select the users who should have access to this lead pond. Users that are selected here will be able to receive notifications and access the lead pond via the People page.

If you are on the Enterprise account type, you may choose whether you would like the lead pond to be accessible by: (1) Group, (2) Agent, or (3) Agent Tag.

Team accounts allow lead pond members to be selected by: (1) Agent or (2) Agent Tag

If you choose either one of these options, you cannot mix it with the other. In other words, you cannot select an entire group to have access to a lead pond but then only a few agents from another group.

Be sure to hit the blue Save or Add button when you have finished.

 

If you would like to edit the above information for a lead pond in the future or delete a lead pond, simply navigate back to Settings > Lead Pond and click on the "Edit" or "Delete" icons:

Using a Lead Pond

Notifications

Notifications can be adjusted under Settings > Notifications:

New Pond Lead Alert

When a new lead is added to the lead pond that you have access to, you will be notified via this notification.

 

 

Reassign Pond Lead Alert

If a lead is manually moved to the lead pond as an assignee, then it will notify all users with access to the specific pond where the lead has been moved. 

 

 

Lead Pond Access

Users who have access to lead ponds are able to do so via the People page in both the web and mobile app:

 

Lead Routing

If you would like to lead route to a lead pond, you can choose the Lead Pond distribution method and then choose which pond (you can only choose one) you would like to send the leads to as part of this rule:

 

You can also assign leads to a specific lead pond as part of the Default Rule which is the "catch-all" for lead routing:

 

 

To learn more about lead routing, please see Lead Routing Rules.

 

Claiming a Lead from the Lead Pond

To claim a lead from the lead pond, simply enter the Lead Profile page and then click on the orange Claim Lead Now button at the bottom-left:

 

Enterprise Lead Pond Permissions

If you have an Enterprise account, you may need to delegate Lead Pond permissions based on the users' groups. Permission is available to delegate Lead Pond management rights to Groups, allow different Groups to manage their own Lead Pond, improve Lead Pond management efficiency, and not interfere with each other.

The Lead Pond permissions for Enterprise permission profiles are outlined below:

• Lead Pond - User's Group
  • Allows the user to create/edit/delete lead ponds for their group and subgroups
  • Allows the user to manage lead ponds created by users in their current group, but not Lead Ponds created by users in a subgroup
  • Allows the user to access all lead ponds created by users in their group and subgroups
• Lead Pond - Entire Company
  • Allows the user to create/edit/delete lead ponds for the entire company
  • Allows the user to manage all lead ponds created by users with the Lead Pond- Entire Company permission
  • Allows the user to access all lead ponds in the entire company

 

Lead Pond Tasks

When a lead is assigned to a Lead Pond, any remaining tasks on that lead are assigned to the Lead Pond owner by default.

 

Note: When a lead is assigned to a Lead Pond, only tasks that are generated by Company/Group/Team Smart Plans will be retained and assigned to the Lead Pond owner. All other tasks will be automatically deleted.

• That is if a task was added manually or created as part of a private Smart Plan, that task will be deleted from the lead profile.

FAQs

• Can I import directly to a lead pond?
• If auto emails/texts are sent to leads in the lead pond, whose call/text package is used for that?
• Can I access the lead pond via the mobile app?

 

Can I import directly to a lead pond?

Currently, you are unable to import directly to the Lead Pond. If you have a CSV import that you would like to place into the Lead Pond, you would have to (a) import the CSV and then (b) manually assign all of those leads to the Lead Pond.

 

If auto emails/texts are sent to leads in the lead pond, whose call/text package is used for that?

If a lead is on a Smart Plan that is set up to send auto emails and texts, it will use the text package usage of the Team Admin/Owner. Keep this in mind if you plan on keeping leads on nurturing Smart Plan campaigns while in the Lead Pond as it will affect the available usage for the Team Admin/Owner. If the Team Admin/Owner does not have a text package, the auto text will be turned into a manual task instead.

 

Can I access the lead pond via the mobile app?

Yes, we do support the Lead Pond in the Chime mobile app.

 

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@chimeinc.com>, by phone at 1 (855) 981-7557, or by a chat with us through your Chime CRM.