Introduction
Your contacts become leads in Fello when they submit a form, and their contact stage is set to Follow-up. Leads are regular contacts, so you view and manage them in the Contacts module like any other contact. The separate Leads module has been removed.
To track where each lead stands, change their stage, or see your contacts in a Kanban-style column view, see Contact stages in Fello.
Viewing Form Submission Details
Each lead can have multiple form submissions. To view them:
- Go to the Contacts module from the left sidebar and select a contact.
- Open the Activity tab.
- Click Activity Type and select Form Submission.
- Click View Submission under a submission to see its details.
💡 Tip: To jump to a contact's most recent submission, click the submission name under Last Submission in the contact's Engagement section.
Automate Lead Routing
You can configure lead routing rules to assign leads or contacts to users automatically. Some rules are configured by default. To get started:
- Go to Settings > Lead Settings.
- Navigate to the Automate tab.
Here, you will see rules with different triggers, such as how to route leads when a form is submitted or when a contact drops off without submitting a form.
2 rules are configured by default and will always remain active:
- Personalized URL Assignment Rule: If the source of a lead was a Personalized URL, then this rule will assign that lead to the user associated with that URL.
- Website Subdomain Assignment Rule: If the source of the submission or drop-off was associated with a particular user’s subdomain, then the contact will be assigned to that user.
To create a new lead routing rule:
- Click + Create Rule next to the required trigger.
- Enter a name and description for the rule.
- Click Save.
- Click Contact Matches Filter and then + Add Filter to filter out contacts to whom this rule applies.
- Search for filters and apply them as required. Close the filter configuration panel when you’re done.
- Click Save for your applied filter criteria.
- Click the Rotate Assigned User block.
- Choose if you want to rotate users even if the contact already has an assigned user.
- Select the users between whom you want to rotate assigned contacts on a round robin basis. (You can select just one user too.)
- Click Save.
- Click Turn On Rule to activate it.
You can also mark an existing active rule as inactive or delete it by clicking the 3-dot icon.
What counts as a drop-off
A drop-off is someone who starts a Fello journey, such as a landing page or a multi-step cash offer form, enters their contact information, then leaves before completing it. Fello can only record a drop-off when something identifying was entered, such as an email address, phone number, or property address. An anonymous visit cannot be recorded, because there is no way to connect it to a person.
A drop-off is captured on the contact record rather than as a lead. The contact's Drop-off Indicator is set to Yes, and they become a lead only if they later submit a form.
To find drop-offs, go to Contacts from the left sidebar, click Filters, select Drop-off Indicator, keep the operator as is equal to, and choose Yes. Last Drop-off Date shows when the contact last dropped off. To re-engage them by mail, see Bring back lost website visitors with postcard outreach.
User Mapping
You can map details of users in your Fello account with users in your CRM to ensure that leads are assigned to the same users across both platforms.
To create a new user mapping:
- Go to Settings > Lead Settings.
- Navigate to the User Mapping tab.
- Click Map New CRM User.
- Enter the required details and click Add.
The user mapping has been created.
You can also click Import to add user mapping in bulk from a CSV file.
You can also delete user mappings in cases such as employees leaving your organization:
- Select the users for whom you want to delete mappings.
- Click Delete, and confirm in the popup that appears next.