Lead Distribution

How it works

• A new lead arrives: from a Meta lead form, or a patient who writes to your WhatsApp number for the first time (with Avlu WhatsApp).
• The app picks a rep who is in the rotation, speaks the patient's language, is on shift (and online, if your clinic asks for it) and is under their limits, and only while it is daytime for the patient.
• The rep has a set time to contact the lead. If they do not, the app reminds them, then gives the lead to a colleague and tells the team leader.
• Nobody can claim a new lead: it always comes through lead distribution.

For reps: your new leads

Your new leads show at the top of My Work, under New leads assigned to you, each with the time left: “… min to contact”, then Contact now.

1. Press Open to open the chat, then write or call.
2. After a call from your phone, press Called or No answer on the lead's row. A logged call or a message you send counts as contacted and stops the clock.

Without Avlu WhatsApp, your new leads show on Home under My files with the reason New lead.

Pausing and coming back

• Taking new leads: if your admin allows it, this switch on the strip lets you stop and restart new leads yourself (for example at the end of your day).
• Automatic clock-out: if several new leads in a row move to a colleague because you did not contact them in time, you get no new leads for a while. The strip says “No new leads until …” and why. After that, new leads come again by themselves while you are online and on shift. If your admin allows it, Take new leads again ends the clock-out at once.
• Holidays and training: your admin pauses you in Settings → Rotation (Pause until, with the reason Manual, Leave or Training).

A lead that is still waiting

A chat that was not given out yet carries a small label such as Waiting for distribution, Distribution paused, a night hold until the morning, or a wait for the next shift. It reaches a rep soon; meanwhile you can add a private note. Until a lead is given out, only admins see it and only an admin can hand it out (the Waiting tab of the Inbox, or the Live board). A chat marked as waiting for a team leader is assigned by its team leader.

Who gets new leads (admin)

Settings → Rotation: “Only the people switched on here get new leads, in turn. Admins are never added automatically.”

1. Press Add all active staff (not admins), or tick people and press Into rotation.
2. Tick people and use Set languages… to set the languages they speak with patients. A lead goes only to someone who speaks its language.
3. Press the edit button on a person's row to set them one by one: In the rotation, Taking new leads, In the pilot, New hire (uses the new-hire limits), Receives leader alerts, Languages, Countries (first choice), Pause until and its Reason, the limits Untouched at once and Leads per day, a Weight, and Own working hours instead of the clinic's shift.

The table shows, for each person, whether they are in the rotation and taking leads, their languages and countries, their untouched leads, today's leads and whether they can get one now.

When a change leaves someone with leads nobody has contacted yet (for example taking them out of the rotation), the app asks “Re-route … untouched lead(s)?”: Re-route now gives them to colleagues, Keep them leaves them with the person.

The distribution rules (admin)

Settings → Lead distribution: “Who gets each new lead, when, and what happens if nobody contacts it. Start in Shadow, check the report, then go live.”

Mode

• Off: nothing is recorded.
• Shadow: record who would get each lead: nobody is assigned. Run it for a week and read the Distribution report.
• Pilot: pilot reps get leads first: only the people with In the pilot on.
• Live: everyone in the rotation.
• Pause everything stops giving out leads at once, for example during an outage.

The other rules

• Lead sources: Meta form (live leads), Manual import (never routed live) and New WhatsApp contact (with Avlu WhatsApp). For each: Route (the lead goes to a rep when the mode allows it) or Shadow (recorded only).
• Capacity: the limits of untouched leads and leads per day. A rep's own limits (Rotation) come first.
• Country teams and Fair split of waiting leads: people with countries get those countries' leads first; leads that waited overnight are shared equally at the start of the shift.
• Working hours: the shift, closed days and, if you want, Only reps who are online.
• Patient callable window: a lead goes to a rep only when it is daytime for the patient.
• Timers: Remind the rep after, Re-route after, Alert the leader after and Most re-routes per lead, counted in working minutes.
• Returning patients: what happens when a patient who already has an owner comes back.
• Languages (English is required) and Team per language.
• Leader alerts, What counts as contacted and Rep self-service (Reps can switch “taking new leads” themselves, Reps can clock back in after an automatic clock-out).

Automatic first message

With Avlu WhatsApp too, the app can send an approved WhatsApp template to a new form lead who agreed to WhatsApp, in the lead's language. Run it as a dry run for a day before you switch it to live.

Where Meta lead forms come from

Your Meta lead forms are connected on the server when Avlu is installed. Settings → Meta leads shows the leads that arrived today and any problems.

The live board (team leaders and admins)

Settings → Live board: new leads and where they are now. It refreshes every 15 seconds.

• The queues Assigned, not contacted, Leader queue, Returning and the leads that are waiting, with the patient's time and why they wait.
• Reps in the rotation: who is on shift, online and able to take a lead.
• Assign a lead to a person yourself (the reason is recorded, for example Leader's choice or From the leader queue), or send a waiting lead on at once.

With Avlu Calls, the board also lists the missed calls that nobody has called back yet.

The distribution report

Settings → Distribution report: who got which leads and how fast they were contacted. Days are clinic days.

• Choose From and To, rows per day or week, Shadow or Live leads, and the source.
• Per rep: clocked hours, leads assigned and contacted, the share contacted within the target, the median minutes to contact and the leads re-routed away.
• Why leads waited, Country teams and the automatic first message.