Lead Search, History and Comments

This article will teach you how to search for the leads you need, view their history⁠, and work with comments agents leave when submitting feedback.     

Lead Search

To find the necessary leads:

1. Expand the Leads tab and click Lead Search.
   
2. In the Lead Search Results window that opens, specify search criteria to find the lead(s) you need, or enter the lead ID to search for a specific lead. If you click Show Leads without applying search filters, you will see all the available leads.
   To use more search options, click Advanced Search.
   
3. Click Show Leads.
   You will see the list of leads generated according to your set filters.
   

You can also perform the following actions on the Lead Search Results page:

• Set the column order and availability in the search results.
  To set columns up to your needs, click Configure Column below the search filters, and in the window that pops up, drag and drop column names to change their order and define what column to show and hide.
  At the bottom of the window, you can choose if you want to leave the settings for yourself or apply them to the whole tenant.
  Then click Save changes.
  

  NOTE
  

  Contact the support team or your account manager to enable view configuration.

• Save the filter for further usage.
  Enter the name for the applied filter and click Save Current Filter.
  
  To find the saved templates, click Leads in the main menu and select Saved Lead Searches.
• Apply actions to selected leads.
  Under the lead search results, you can choose from a number of actions to apply to your leads in the drop-down menus. 
  To apply actions to selected leads, place checkmarks against the required leads in the table and expand the drop-down menu below on the left. Select the action you want to perform and click OK. You can also apply these actions to all the leads you can see on this page if you activate the Select All Visible check box. 
  To apply the actions to all the leads on the list, use the drop-down menu on the right. 

Lead History

From the Lead Search Results page, you can access the lead history.
In the Actions column, click Select action on the line for the required lead, and in the drop-down list that appears, select View History.

The lead history opens. It contains the list of all actions related to the lead, latest to earliest, and shows the users who performed them and details of each activity.

You can filter the history by action types, selecting one of the values in the drop-down list.

Lead Comments

You can access and work with comments on a specific lead or multiple leads.

Single Lead

Use the View Comments action on the Lead Search Results page to work with comments on a specific lead.

NOTE

Similarly, you can access comments for specific leads from the Future Callbacks page.

The page loads a table with all comments for the lead.

You can perform the following actions:

• View a comment content in a popup window by clicking in the Actions column.
• Add comments using the Create new comment button above the table.
• Export selected comments as CSV or Excel files using the Export To control in the top-right above the table.
• Delete chosen or all comments in your search results using the mass action control at the bottom.

Multiple Leads

It is possible to search for and work with comments that relate to multiple leads. 

To search for comments:

1. Go to Leads and click Comments.
   
2. Set your filters. Campaigns and time range fields are mandatory.
3. After you click Search, the system will load all comments that meet your criteria.

You can perform the following actions:

• View comment content in a popup window.
• Export selected comments as CSV or Excel files.
• Delete chosen or all comments in your search results.