Lead Handling: Leads

Chaya David
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Overview

The Leads page within the Lead Handling Product settings allows dealerships to customize how incoming internet leads are processed and contacted by Lead Handling agents. Specifically, it provides options to:

 
  • Exclude certain lead sources from being contacted or processed by agents.
  • Designate specific lead sources for initial contact via email instead of SMS.
 

This article explains the purpose and setup of these configurations to help dealerships align Lead Handling workflows with their CRM data and communication preferences.
 

 

 

Scope

This feature applies to dealerships using the Lead Handling product integrated with their CRM systems for managing internet leads. It is particularly relevant for dealerships receiving leads through multiple channels, such as OEM lists or third-party vendors, where preferred outreach methods may vary by lead source.

 

 

Technical Eligibility

  • A dealership must have Lead Handling enabled and integrated with their CRM.
  • Lead sources must be mapped and synchronized within the CRM for population in the settings dropdown.
  • Users configuring these settings require appropriate admin or platform management role permissions.
 

 

Navigation to Leads Settings Page

Dashboard > Lead Handling Product Settings > Leads

https://dashboard.fullpath.com/settings/lead_handling/lead-sources 

 

 

Configuring Excluded Lead Sources

Purpose

Exclude specific lead sources so that Lead Handling agents do not contact or process leads originating from them.

 

How to Configure

  1. In the Excluded Lead Sources section, use the input field to search existing lead sources pulled from your dealership CRM.
  2. Select one or multiple lead sources from the dropdown menu.

  3. You may also enter free text for lead sources not listed in the dropdown.

     

    Note: Ensure exact spelling matches your CRM entries to avoid mismatches.

  4. Save your changes.
 

Important Notes

  • This setting controls all contact and processing for leads from excluded sources by Lead Handling agents.
  • Use caution when excluding lead sources to avoid missing potential opportunities.
 

 

Configuring Lead Sources to be Contacted via Email Instead of SMS

 

Purpose & Use Cases

Some lead sources, such as those received directly from OEMs or specific third-party vendors, require initial outreach via email rather than SMS to comply with communication policies or reduce message volume.

 

How to Configure

  1. In the Lead Handling – Email Channel Rather Than SMS section, search and select lead sources from your CRM’s mapped list.
  2. Multiple selections and free text input are supported.
  3. Save your changes.
 

 

Feature Highlights

  • Lead Handling agents will initiate contact with leads from selected sources via email first.

  • This allows dealerships to:

     
    • Align agent outreach with dealership workflows and OEM/vendor requirements.
    • Control communication volume through SMS by prioritizing email outreach.
 

When to Configure

  • During initial onboarding of Lead Handling.
  • At any time later via the Platform Management settings.
 

 

Summary of Input Behavior

  • Both Excluded Lead Sources and Email Channel configurations support:
    • Searchable dropdowns populated from mapped CRM lead sources.
    • Multi-selection capability.
    • Free text entries for non-listed or newly introduced lead sources.
 

 

Troubleshooting Tips

  • If lead sources do not appear in the dropdown, verify CRM integration and mapping status.
  • Ensure exact spelling when adding free text to prevent unmatched exclusions or email channel assignments.
  • Changes may take up to a few hours to reflect in agent workflows depending on system synchronization.