When nobody reaches a hot lead

Every hot-lead alert starts a clock. If nobody on your team calls, texts or emails the contact before it runs out, Trevy can move them to someone who will.

How the clock works

The clock counts working hours only: 8am to 9pm where the contact's agent is. You choose 2, 4 or 8 working hours. The default is 4.

• Halfway through, the team lead gets a Follow Up task in Follow Up Boss, due in five minutes with a reminder. For example: "Check on Jamie: hot lead, Alex hasn't reached them yet. Trevy moves them in 2 working hours unless someone does."
• When the clock runs out, Trevy moves the contact where you chose and leaves a note on them, such as "Trevy: moved Jamie from Alex Kim to Sam Ortiz. Nobody called, texted or emailed them in the 4 working hours after Trevy flagged them as a hot lead." If the contact goes to a person, that person gets a Call task: "Call Jamie: hot lead moved to you, nobody reached them in 4 working hours".

The clock stops as soon as anyone on the team calls, texts or emails the contact, or the agent marks the alert's task done. Deleting the task doesn't stop it.

Where missed leads go

• Round robin: each member of a FUB group in turn, skipping anyone paused in that group in FUB.
• A pond: into a FUB pond for anyone to claim.
• The team lead: to the team lead to handle or hand on.
• One agent: always to the same person.
• Leave it with the agent: nothing moves. The team lead still hears halfway through.

Every account starts on Leave it with the agent. The groups, ponds and agents you can pick are read live from your FUB. Round robin also skips the contact's current agent and anyone who isn't active in FUB.

Who the team lead is

The team lead is the person with a Trevy login whose email matches your FUB account's owner, a broker or an admin, and who is active in FUB. When the hot lead already belongs to the team lead, there's no halfway task.

When nothing moves

Trevy leaves the contact where they are when:

• someone already changed their agent or put them in a pond;
• their agent is on your Never move leads from these agents list (the team lead is still told halfway);
• the agent or group you chose has nobody active to take them;
• Trevy can't tell who your team lead is, so nobody could be warned first.

Nothing moves outside 8am to 9pm where the agent is. If the new owner is outside their working hours, the move waits for their morning.

While hot-lead alerts are set to Practice, Trevy only records what it would have done and changes nothing in FUB. Your team report says how many it would have moved.

Changing the settings

Go to Settings → Alerts and reports → Hot-Lead Alerts. With alerts on Practice or On, the section When nobody reaches a hot lead has:

• the choice of where missed leads go;
• Time to reach them: 2, 4 or 8 working hours;
• Never move leads from these agents, shown when your FUB has more than one agent.

A team lead also picks this during setup, and can change it from the Change where they go link in the weekly report.