Lead follow-up tracking

What Lead Follow-Up does

Lead Follow-Up isn't a set of messages sent to a customer. It's a quiet clock that runs on your own leads, watching one thing: has the assigned project manager actually been in touch. When they haven't within a number of days you choose, the lead is flagged; if it goes on longer, it escalates. Nothing about it emails, texts, or otherwise contacts a customer. It only tells your own team a lead needs a nudge.

It's off by default. Click your name in the top right, choose Settings under Company, open the Lead Follow-Up tab, and turn on Follow-up tracking.

How a lead enters tracking

Only leads created after you turn tracking on are ever tracked; there's no backfill. Existing leads already in your pipeline the day you enable it are left alone. That means switching this on won't flood you with weeks of "stale" leads at once, but it also means you can't use it to work through an existing backlog.

By default, only leads sitting on a lead stage of your pipeline are tracked, not jobs already sold, in production, or invoiced. An individual stage can be set to use different day counts, or to never track at all, from the Pipeline tab.

When the clock resets, and when a lead leaves tracking

Three things reset a lead's clock back to zero:

1. The assigned project manager, or a co-assigned one, posts a Job Message on the project.
2. The project moves to a new pipeline stage.
3. The project is assigned, or reassigned, to a project manager.

A logged call, text, or email does not reset it. That's deliberate: it only counts once it's recorded on the project in one of the three ways above.

A lead leaves tracking entirely once it reaches a closed, dead, or cancelled stage. There's nothing left to chase, so it drops out of the worklist rather than sitting there under an old flag.

Who finds out, and how

You choose who's notified, from the same Lead Follow-Up tab:

• The assigned project manager, and their co-assignee if there is one.
• Branch managers for that lead's branch.
• Anyone in departments you pick. This is how you tell Trussi to notify Customer Care: select their department, and everyone in it is included.

A flagged lead always shows up in the Action Required widget on your Home dashboard. Once a lead escalates, past the longer of your two day counts, the people responsible for it also get a push notification and an email; a lead that's only flagged (not yet escalated) shows up in-app only, so a daily flag doesn't turn into a daily inbox full of email.

How it relates to Customer Care

Every flagged and escalated lead also appears directly on the Customer Care dashboard, under Marketing; seeing it there takes View on Customer Care. Anyone without that permission still reaches their own flagged leads, through a filtered version of the Projects list instead, so nobody is locked out, they just land in a different place.

Who can do this

Turning tracking on, setting the day counts, and choosing who gets notified all take Modify on Account, the same permission that opens the rest of Account settings.