Some improveit 360 customers may be using the TCPA or Not Qualified dispositions from the Call Queue to keep their call funnel clean. However, if a new eLead comes in for that Prospect, your company may want that person to automatically come back into the Call Queue to be called.
This Article covers a $500 Advanced Service customization that removes Not Qualified Reasons or unchecks the TCPA checkbox when a new eLead comes in for the same Prospect. Some Admins may be able to build this customization on their own. Or reach out to our team if you need improveit 360's staff to build this customization for you.
The following customization is a Process which removes all Not Qualified Reasons from the Prospect and unchecks the TCPA checkbox when a new eLead comes is and is matched to an existing Prospect. Note: the Process also must have an Update Action to touch the Lead Source record, thus creating a new Marketing Opportunity, and making that Prospect eligible to be called from the Call Queue.
Create the automation using Process Builder
The Process is initiated from the eLead object
anytime a record is created or edited
Criteria: Prospect lookup 'does not equal' Global Constant: Null
First Immediate Action: Update Records related to the eLead, choose the Prospect record
Choose to only update when Conditions are met.
Condition: TCPA 'equals' Boolean True
Field Update action: TCPA Boolean False
Second Immediate Action: Update Records related to the eLead, choose the Prospect record
Choose to only update when Conditions are met.
Condition: Not Qualified Reason(s) 'is null' Boolean False - (this means there are Values selected in the Not Qualified Reasons field)
Field Update action: Not Qualified Reason(s) : Global Constant : Null
Third Immediate Action: Update Records related to the eLead, choose the Lead Source record
Choose No Criteria - just update records!
Field Update Action: Taken On : Field Reference : eLead-Taken On date
(this action assures that the Lead Source is edited and saved, thus creating a Marketing Opportunity record to make the Prospect eligible for the Call Queue)
The above Process is a tested solution.
The Flow below is designed to accomplish the same.
Note: Salesforce has deprecated Process Builder. For this reason, you might need to create the automation in Flow Builder instead.
Create the automation using Flow Builder
Create a Record-Triggered Flow
On the Start Node:
Use a Get Action to query the Prospect related to this eLead
Next create a Decision node to identify is the TCPA checkbox for this Prospect is True.
On the positive Outcome path (Prospect's where TCPA is True) create an Assignment element
For the Resource be sure to use the current Prospect from the Get Action.
Choose a Single Item Variable's value equals False.
Next, create another Decision node to check if Not Qualified Reasons are populated.
On the positive Outcome path (meaning the Prospect does have a Not Qualified Reason), create another Assignment element.
Choose a single item variable from the Get action and set the Not Qualified Reason to equals Null.
Next, you'll use an Update Records action to update the Not Qualified Reasons and TCPA checkbox.
Update the Prospect from the Get action.
Next, create another Update Related Records action to update the related Lead Source record.
Update the Taken On date with the Taken On date from the eLead record.