Closing a lead engagement is a great way to move that lead out of an active queue and into the "Closed" bucket, making it easier for your entire PSAI team to stay on top of which Com Portal leads are currently active and which are not. However, at some point in the future, you may decide that you want to reopen a closed lead engagement and/or reassign it to someone on your team.
Is this possible?
The short answer is that no, you cannot directly reopen a closed lead engagement or move the lead from "Closed" to "Assigned." Once a lead engagement has been closed, the status can no longer be changed. However, you can easily get in touch with a closed lead by initiating a new SMS or email conversation through the Com Portal.
To start a new conversation with a closed lead, follow the instructions below.
1. Click the Pencil Icon
From any page in the Com Portal, click the pencil icon to start a new message.
2. Search for the Lead
In the panel that pops up, use the search bar to find the closed lead that you'd like to re-open. You can search by first name, last name, email address, phone number—basically any identifying feature that's listed in that lead's contact information.
Once you've found the lead, click on their phone number or email address to open the corresponding type of message box. In the example above, clicking on the email address will open the "Create New Email" pop-up, as shown below.
3. Type a Message and Send
Write your message to the lead and click send. Keep in mind that in addition to text, you can click on the icons below the text field to enhance your email or SMS message:
- Paperclip: Add an attachment, such as a PDF brochure or image.
- Star: Request a review from any of the third-party review sites added in your PSAI Company Settings.
- Lightning cloud: Send an instant weather report for the lead's home address, raising their awareness of recent storm activity and potential damage to their home.
Click "Send" to send your email or SMS right away.
4. View the New Lead Engagement
Whenever you send your email or SMS message, it will automatically be assigned to you and placed into the "Mine" bucket. (If you need a refresher on the buckets, check out our resource on navigating the Com Portal.)
Now this lead engagement is active, and you can communicate with the lead in all of the regular ways.
The lead will be assigned to you by default, because you initiated the new conversation. However, you can easily change the lead assignment if you'd like to.
To reassign this lead to another PSAI user, simply click the arrow next to your name in the top right corner. From the drop-down menu, select the person you'd like to assign this lead to.
What Happens to the Closed Lead?
The original lead engagement—the one that you already closed—will still remain in the "Closed" bucket. That specific engagement will not move buckets or become "open" just because you've started a new conversation with the lead.
However, to help you keep track of various communications with the same person, the closed lead engagement will be tied to the new lead engagement through the Contact Activity panel. In the screenshot below, we're viewing the closed lead, yet the arrow points to the new email we just sent.
In the same way, the Contact Activity panel of the new lead engagement will be tied to the closed lead engagement. In the screenshot below, we're viewing the new email conversation, yet the arrow points to the original (now closed) email engagement.
While you cannot directly move a lead from "Closed" to "Assigned," you can start a new conversation that will retain all of the information you need.