When receiving a lead through Lead forms or Referrals, moderators can perform 4 actions. These action items are found at the top of the Lead details page for both Leads created through Lead forms and Referrals. Some action options may disappear depending on prior actions taken on the Lead.
A moderator should decline the Lead if they believe no Advisor within their Hub or resource listing would be a good fit for supporting the business owner Lead. Examples of why a moderator may decline a Lead include if the business is outside of California or the submission appears to be spam.
Behavior After a Lead is Declined
- No further actions can be taken on the Lead
- The Lead is not added into the Hub CRM
- The Lead will not be removed from the Lead Management table
- Any "New" or "Overdue" badge will disappear; status updates to "Declined"
- The creator of the Referral in the referring Hub receives an email notification that the Lead has been declined
Changes to action options after Lead is declined:
- Lead can no longer be accepted, referred, or contacted—these action options will disappear
- Option to decline Lead will disappear as the lead is already declined
A moderator should accept the Lead if they believe an Advisor within their Hub would be a good fit for supporting the business owner Lead. Once a Lead has been accepted, they are now considered a client!
Behavior After a Lead is Accepted
- The Lead is added into the Hub with their details (name, email, city) gathered through the Lead form and added to the Hub's CRM/manage users
- The Lead can now be serviced in that Hub
- The Lead will be removed from the Lead Management tables and added to the Hub CRM
- Any "New" or "Overdue" badge will disappear; status updates to Accepted
- The creator of the Referral in the referring Hub receives an email notification that the Lead has been accepted
Changes to action options after Lead is accepted:
- Lead can no longer be declined; the option to decline will disappear
- Option to accept Lead will disappear as the Lead is already accepted
- Remaining action options are: Refer Contact or Contact
Referral options after acceptance: Once the Lead has been accepted, the moderator can refer the Lead internally to a TA provider to reach out and support the business owner. Prior to accepting the Lead, moderators are only able to refer the Lead externally to a resource listing and its associated Awardee Hub.
Supporting the business owner Lead: For awardee organizations using Startup Space for Business Advising tracking, you can access the Business Advising Tool by clicking the "New Session" popup after accepting the Lead.
A moderator should refer the Lead if they believe one or both of the following would be a good fit for supporting the business owner lead: another Advisor within their hub, or an external awardee Hub listing in the Resource Compass.
Referring a Lead can be done before or after accepting a Lead; however, different Referral options are available depending on this timing. Referrals can be created for Leads received through Lead forms or Referrals.
Behavior if Lead is Referred (Not Previously Accepted)
- The Lead is not added into the Hub’s CRM
- The Lead will not be removed from the Lead Management table
- Any "New" or "Overdue" badge will disappear; status updates to "Referred"
Behavior if Lead is Referred After It Was Accepted
- Status will remain as "Accepted"
- The Lead's status and behavior will follow the accepted flow
Changes to Action Options
- Did not previously accept Lead: Lead can no longer be declined; remaining action options are Accept, Refer Contact, & Contact
- Previously accepted Lead: Action options reflect accepted option flow—remaining action options are Refer Contact or Contact
We will dive deeper into Referrals here.
A moderator should contact the Lead if they wish to gather more information from the lead. Contacting a lead can be done as a first action or after accepting/referring the lead.
Behavior if Lead is Contacted (Did Not Previously Accept/Refer)
- The Lead is not added into the Hub’s CRM
- The Lead will not be removed from the Home Leads dashboard
- Any "New" or "Overdue" badge will disappear; status updates to "Contacted"
- The creator of the Referral in the referring Hub receives an email notification that the Lead has been contacted
Behavior if Lead is Contacted After It Was Accepted/Referred
- The Lead's status and behavior will follow the accepted or referred flow
Contacting the lead: A popup window will appear with the Lead's contact details when the moderator clicks "Contact." The moderator can use this information to contact the Lead (and mark the Lead as contacted if the lead was not previously accepted/referred).
Changes to Action Options After Lead is Contacted
- All action options remain
Video Walkthrough:
Accept, decline, refer contact, contact