Choose which types of leads should be sent via email and FMS
📢 This page is for definition and documentation purposes only. To update your account, you’ll need to navigate to the FMS Settings section of My Storage: https://swivl.studio/my-storage/LeadSettings
Email Settings
Send Email Receipts
Would you like members of your team to be notified via email when leads are interacting with your bot?
Send Lead to FMS (Persona)
Potential
Would you like leads from potential customers to be sent to your FMS?
Existing
Would you like leads from existing customers to be sent to your FMS?
Unknown
Would you like leads whose customer status is unknown (neither potential nor existing) to be sent to your FMS?
Send Lead to FMS (Tags)
Sales
Would you like sales leads to be sent to your FMS?
Waitlist
Would you like waitlist leads to be sent to your FMS? Users are given the option to add themselves to a waitlist when units they’re interested in aren’t available.
Contact
Would you like contact leads to be sent to your FMS? Users who ask for your company or store contact information will be included here.
Service
Would you like customer service leads to be sent to your FMS?
Problem
Would you like problem leads to be sent to your FMS? These include users who are having web issues, have lost their key, been a victim of theft at one of your facilities, and more.
Escalation
Would you like escalation leads to be sent to your FMS? If a chat is escalated to a live agent but no agent is available or the escalation times out, you can choose for these users to be added to your FMS. For more information on escalation time outs, check out this section: Escalations - Conversations
Unknown
Would you like unknown (none of the above) leads to be sent to your FMS?
Lead Rules
Send Lead Receipts
By default, we send a "receipt" of the lead so you know who and what is happening. If we end up sending a lead, we include all the information we have from that lead in an email. By default we send these to the store email and DM email in the store finder column. If you don't want to send to the DM, we can leave that column blank in Store Finder. In the SEND RECEIPTS TO THESE EMAILS (SEPARATE BY COMMA) field, this is where you would add any additional emails you want to send to. i.e. support@, yourself, etc.
Send Lead to FMS (Persona)
If potential is toggled on, every potential customer will be sent into the FMS. You can also send Existing in, but turn that off if you don't want them going into Sitelink as a lead. We do our best to try and identify the customer type, but on the off chance we don't know, we also have an "Unknown" type. You might want to send those as a lead just in case.
Send Lead to FMS (Tags)
If any of these are turned on, they will also be sent to the FMS. All of these toggles are an OR function, so if Potential and Problem are turned on, either one of those cases will send (in this case you might get an existing customer as a lead). You may want to keep problems and escalations out of the FMS. If so, you would keep Problem turned off.
