Leads & conversations
Review conversations and captured leads
Use transcripts and lead records to identify urgent opportunities, knowledge gaps and required follow-up.
Before you start
- Confirm the correct subaccount and reporting timezone.
- Know who owns follow-up for each channel.
- Use privacy-safe handling for exported or shared records.
Step by step
1
Open conversations
Use search, date and source filters to find the relevant thread. Distinguish current, deleted and legacy records where shown.
2
Read the complete transcript
Review visitor intent, agent replies, collected details, tool results and handoff state before deciding the next action.
3
Open the lead record
Confirm contact fields, custom qualification data and the source conversation.
4
Assign the next step
Follow up, correct the Knowledge Base, adjust the prompt or close the record according to the team’s process.
5
Track repeatable patterns
Look for repeated objections, missing answers and drop-off points instead of reacting to one unusual conversation.
Verify the result
- The lead can be traced to its conversation.
- The responsible person knows the next action.
- Knowledge or prompt changes are based on repeatable evidence.
Common issues
- Lead details are incomplete: Review required fields, partial-lead settings and the conversation path.
- Conversation cannot be found: Check date, source, agent and deleted or legacy filters.
- Sensitive data is visible: Limit access and remove unnecessary exports or destinations.
Important: Conversation history supports follow-up and optimization; it should not be copied into unrelated tools without an approved business purpose.
Next: Analyze performance and exports
Continue with the next recommended FADA guide.