How to Send a Lead Back to the Pond (Tags & Process)
How to Send a Lead Back to the Pond (Tags & Process)
If you've claimed a lead and can no longer work it, here's how to return it properly. Do not let it sit in your queue unworked — that affects your standing in the leads program.
When to Return a Lead
- You're at capacity and can't provide adequate follow-up
- The lead is outside your market area or expertise
- The lead is unresponsive and has passed the standard follow-up window
- The lead requested a different agent
How to Return a Lead to the Pond
Step 1: Open the contact in FUB
Find the lead in FollowUpBoss and open their contact card.
Step 2: Add the correct return tag
The tag that triggers the return-to-pond process is updated periodically. Contact JC Adams or your ASM to confirm the current active tag before using one.
Common tags used for this purpose have included variations of "return to pond" — but use the exact current tag or the lead will not route correctly.
Step 3: Do NOT do any of the following
- Delete the contact
- Change the lead source
- Reassign the lead to yourself under a different stage
- Mark them as "lost" without confirming the correct process
Step 4: Notify JC
After adding the tag, send a quick note to JC so he can confirm the lead is routed correctly. This is a courtesy step but helps catch errors.
Leads You Don't Want to Claim in the First Place
If a lead appears in the pond and you don't want to claim it, simply don't claim it. You are never required to take a lead. Let it sit for another agent.
If you're on lead duty and an inbound call or form comes in that you can't work, immediately notify the leads team so it can be reassigned.
Lead Duty: Passing on a Call-In Lead
If you're actively on call-in lead duty and receive an inbound call you cannot handle (wrong market area, language barrier, etc.):
- Take down the caller's basic info if possible
- Submit a HelpScout ticket immediately with the details
- The leads team will follow up