Overview
The Leads page in Lead Handling Product Settings controls how incoming internet leads are processed and contacted by Lead Handling agents. From this page, dealerships can exclude specific lead sources or lead statuses from agent outreach, redirect certain sources to email-first contact instead of SMS, and configure automatic reactivation when a lead's status changes.
Where to Find It
Dashboard > Lead Handling Product Settings > Leads
https://dashboard.fullpath.com/settings/lead_handling/lead-sources
Who Has Access
Users need admin or platform management role permissions to view and configure this page. Lead sources populate in the dropdowns only after they've been mapped and synchronized from the dealership's CRM, so a store with an incomplete CRM integration may see a limited source list regardless of permission level.
Page-Level Controls
This page has no global date range selector, refresh control, or page-wide filter. Each section below is configured and saved independently — there's no single "save all" action across sections.
Excluded Lead Sources
Excludes specific lead sources so that Lead Handling agents do not contact or process leads originating from them. Sources can be excluded using exact match or contains match, so a single entry can cover a whole source family (e.g. all variants of a CRM source name) instead of listing each variant individually.
| Match Type | Behavior |
|---|---|
| Exact match | Excludes only lead sources whose value matches the entry exactly. |
| Contains match | Excludes any lead source whose value contains the entry as a substring — covers naming variants (suffixes, campaign tags, trailing IDs) with one rule. |
How to configure:
- In the Excluded Lead Sources section, search existing lead sources pulled from the CRM, or enter free text for sources not listed.
- Select one or multiple lead sources.
- For each entry, choose a match type — exact or contains — from the entry's match type selector. Match type is set per entry, so a list can mix both types.
- Save changes.
match entries instead.
Contacted via Email Instead of SMS
Designates lead sources — such as those from OEMs or specific third-party vendors — to receive initial outreach via email rather than SMS, to comply with communication policies or reduce message volume.
How to configure:
- In the Email Channel Rather Than SMS section, search and select lead sources from the CRM's mapped list, or enter free text.
- Save changes.
Excluded Lead Status
Excludes specific lead statuses so that Lead Handling agents do not contact or process leads carrying that CRM status.
How to configure:
- In the Excluded Lead Status section, search existing lead statuses pulled from the CRM, or enter free text for statuses not listed.
- Select one or multiple statuses.
- Save changes.
Reactivation Based on Lead Status
Automatically resumes agent outreach on a lead when its CRM status changes from a suppressed status back to a non-suppressed one — no manual re-activation is needed in the dashboard.
How to configure:
- Go to the "Enable Agent communication based on lead status" section (alongside the existing "Disable Agent communication based on lead status" control) and enter the CRM lead statuses that should trigger reactivation, using the same format as the disable-by-status setting. When a lead's status changes to one of these, the agent resumes from the previous conversation rather than starting cold.
UX Functionality Summary
- Search/select dropdowns: available in every section, populated from CRM-mapped sources and statuses.
- Free text entry: available in every section for sources/statuses not present in the dropdown.
- Match type selector (exact / contains): available only in Excluded Lead Sources, set per entry, color-coded by type.
- Sorting or export: not available on this page — all sections are configuration lists, not reportable data.
- Save: each section saves independently; there is no page-wide save action.
Other Important Notes
- Free text entries must exactly match the CRM's spelling, or the exclusion/routing rule won't apply.
- A contains-match entry applies as one rule with no word-level breakdown — add separate exact-match entries for finer control.
- If a lead source doesn't appear in a dropdown, check CRM integration and mapping status before assuming the source doesn't exist.
- Changes on this page may take up to a few hours to reflect in agent workflows, depending on system synchronization.