Disqualified Leads

This page describes one of the 3 Lead Statuses: Disqualified Leads

Definition(s)

• Disqualified Leads are leads that have been moved to 'Disqualified' in one of the following ways:

1. An ApprovedCaller (aka Fractional Rep)updates the latest disposition on a lead after a call, and that disposition has a corresponding lead status of 'Disqualified'

2. An ApprovedCaller (aka Fractional Rep)uses the 'Disqualify' workflow from Account Details

3. An ApprovedCaller (aka Fractional Rep)uses the 'Mark Phone DNCs' workflow from Account Details

4. An ApprovedCaller (aka Fractional Rep)bulk disqualifies leads in their lists

5. A Customer manually marks an Accountsor Contacts as "Do Not Call" from their platform

6. A Customer uploads Suppressionsthat get matched to Leadsin the campaign based on email domain or phone number

7. A Customer sets upstream rules via CRM Integrations to update leads in the campaign as disqualified

8. A meeting outcome is updated to 'Qualified' or 'Not Qualified' (no further need to reach out to the lead for the campaign.

Disqualified Leadsare no longer considered Eligibleand drop of a campaign's Lead Pool. As a result, they do not get pulled when Pulling Leads from the Lead Pool.

Impact of Disqualification on Ability to Dial into Lead

If you attempt to call a disqualified lead, you'll see an error modal that looks like

This prospect has specifically requested to be put on the DNC list. Sorry!

This error modal is a bit misleading, because it is a catch-all error modal that doesn't quite do justice for all the reasons a lead may be disqualified outlined above.

Undisqualifying Leads that shouldn't be Disqualified

Since leads are disqualified based on human actions, either by an Approved Caller (aka Fractional Rep) or a Customer, the designation of a lead as 'Disqualified' can be done mistakenly.

Also, since if any of the actions above have occurred, the lead is considered disqualified, undisqualifying leads can sometimes involve undoing/unwinding multiple actions that marked Contacts, Accounts, and/or Lead Phone Numbers associated with a particular contact as disqualified.

For a time-sensitive request to undisqualify a lead with multiple disqualification flags, contact [email protected] with the campaign name and prospect name, prospect email and phone number and our team can review the lead and take steps to undisqualify the lead.

Below are the different database locations that, if matched to a lead, will result in a lead's status being 'Disqualified':

Account Disqualified Leads

• Entire Accountscan be disqualified. If an Account has a disqualification reason associated, all Contacts related to the account will have a disqualified lead status.

To undisqualify an Account from either the Caller (aka Fractional Rep) view or Customer view:

1. Pull up the Account Details

2. Look for an option to 'Undisqualify' in the bottom buttons section

Contact Disqualified Leads

• Specific Contacts at Accounts can be disqualified. This allows for specific contacts, as opposed to all contacts at an account, to have a disqualified lead status.

• When a Caller (aka Fractional Rep)goes through a dispositioning workflow and chooses one of the following answers to 'Which best describes the prospect?', the contact gets flagged with a contact disqualification:

  • Not Relevant Persona

  • Bad data

  • Do not call

To undisqualify a Contact from either the Caller (aka Fractional Rep) view or Customer view:

1. Pull up the Account Details

2. Look for the option to 'Edit' a lead and find 'Set contact type'

3. Change the contact type to a value that's not one of the contact disqualifying options

4. Hit save

Phone Disqualified Leads

• Besides marking Contacts or entire Accounts as disqualified, Lead Phone Numbers can be marked as disqualified/do not call. When this is done, all Contacts with matching phone numbers to this disqualified phone number will not be able to be reached out to, via that phone number.

• Since Contactscan have multiple phone numbers associated with it, if only one of the phone numbers associated with the contact is disqualified, the Contact may not necessarily be disqualified from being reached out to if the other phone number has not been disqualified.

To undisqualify a phone number from either the Caller (aka Fractional Rep) view or Customer view:

1. Pull up the Account Details

2. Look for the option to 'Edit' a lead and find 'Mark Phone DNCs'

3. Unselect the phone number marked as do not call

4. Hit Update

Suppressed Leads

• Customers may manually upload Suppressions or set rules in their CRM Integrations to prevent leads from outreach. A common reason might be to prevent accidental outreach to existing customers or open deals.

To undisqualify a lead because it's matched to an uploaded suppression CSV in the campaign, Customer will need to:

1. Go to their suppressions section

2. Find all uploaded suppression CSVs that would match to the lead (either via email domain or phone number)

3. Remove those suppressions from the platform

4. Download the original suppression list

5. Remove the rows with matching email domain or phone number

6. And reupload the updated suppression list.

To undisqualify a lead because of upstream CRM ingestion updates, Customer will need to:

1. Go to their CRM

2. Review the automations/workflows that are erroneously suppressing leads

3. Correct/modify those automations/workflows