Lead Merge is applicable for Colleges where Telephony is integrated. It has to be a telephony lead who has called the counselor, that is, the Inbound Call.
Now consider a scenario when the lead calls your team and tells you an Email id. Now, when the counselor enters this email id, he comes to know that the email id is already there in the system with a different mobile number as compared to the number from which the lead has called.
To handle such cases, we have introduced the concept of Lead Merge. In this case, you can merge both the leads and create them as one lead.
What is Lead Merge?
Combining two leads from the same student and making it as one lead.
Where all does it work?
This works in case of
- Telephony - Manual
- Online - Automatically NoPaperForms system will merge them
- Widget - Automatically NoPaperForms system will merge them
- Chat - Automatically NoPaperForms system will merge them
How can I identify the merged lead?
They will be highlighted in grey color and you will not be able to take any action on them but the timeline of the applicant can be seen.
- If you want to see the merged lead click on the Icon near the lead name. It will show you the profile of the merged lead.
Lead Merge in case of Telephony
Consider a situation where lead is already there in the system with Email ID - email@example.com
Mobile Number - 9999999999
Now, the same lead calls you from a different Number - 8888888888 and tells that his/her Email ID is firstname.lastname@example.org. Then we have an option to merge both the leads into one single lead.
How to Merge the leads?
Consider the above scenario where the applicant has given you a mail id which is already there in the system . You will get a Pop Up asking you if you want to merge the leads. You need to click on Yes.
Now the below option will come on the screen
You will have to choose the record and click on Merge
What is the Primary Record and Secondary Record?
Primary Record- You can take action on them like sending the communication, changing the lead stage
Secondary Record - You will not be able to take any action on them.
Merging of leads
Use Case 1: When you merge Lead 1 (email@example.com and 6666666666) with Lead 2 (firstname.lastname@example.org and 7777777777) then, Lead 2 will be the primary record and Lead 1 will be the secondary record. Now In the contact details of the lead, you will be able to find the below details
Mobile Number: 7777777777
Alternate Mobile Number: 6666666666
Use Case 2: When you merge Lead 2 (email@example.com and 7777777777) with Lead 1 (firstname.lastname@example.org and 6666666666) then, Lead 1 will be the primary record and Lead 2 will be the secondary record. Now In the contact details of the lead, you will be able to find the below details
Mobile Number: 6666666666
Alternate Mobile Number: 7777777777
What if my secondary record has more information about the lead than the primary record?
The additional information which is there in the secondary record will automatically get populated to the primary record when we merge the leads.
Will the leads automatically get merged when I click on Merge?
No, the lead will receive an OTP or a verification link on Email, and only when the lead confirms the OTP or clicks on the verification link, leads will be merged.
What if the lead has initiated the form? Will I be allowed to Merge them?
You will be allowed to Merge the lead which has not yet started the Form with the Lead who has started the Form.
Will I be able to filter the merged lead?
Yes, you can filter them by using the Lead Merged Filter Option
- Navigate to the Lead Manager -> Manage Leads from the left side navigation menu
Click on Filter from the top right corner
- Add a filter Lead Merged equals Yes. You will now be able to see all the merged leads
Where else I can find the lead merge count?
You can find the counselor wise merged lead count from the counselor Dashboard.
- Navigate to the Dashboard -> Counsellor Dashboard from the left side navigation menu
Click on Productivity Report and there we can see the count of Leads Merged counselor wise in the second column