First-response SLAs and rotation

A lead called in the first five minutes is far more likely to convert than one called after an hour. PropZolo measures the first response of every new lead and acts when it is late.

The first-response SLA

Settings → Leads → SLA & rotation:

1. 1
   Switch on Track first responses.
2. 2
   Set the minutes for every source, and different minutes per source where needed (a hot portal package might get 5 minutes, a newsletter signup 60).
3. 3
   Choose the clock: business hours (nights, weekly offs and holidays do not count) or every minute counts (24 × 7).
4. 4
   Choose when a lead is “At risk” (a % of the time) and whether to tell the owner’s manager about breaches.

The clock starts when a lead arrives in PropZolo and stops at its owner’s first call, WhatsApp or SMS. Calls from the Android app count automatically.

Rotation

When a lead is still untouched after the rule’s rotation minutes, it moves to the next member — never back to an earlier one. Rotation minutes, the number of rotations and second chance (after N call attempts without connecting, the lead gets a fresh owner) are set per assignment rule. After the last rotation the lead stays with the last member or goes back to the pool.

• Warn the owner before a lead moves — a heads-up a few minutes before.
• Quiet-phone grace — an owner whose phone has not synced for a while gets twice the time, so a dead battery doesn’t cost them the lead.

Evening digest

Routing managers can get an evening digest at a time you choose: the day’s new leads per owner, how many were answered in time, late or missed, and leads never called.