The lead record — what to read before you dial
Everything known about a person in one place: intake answers, the full text thread, call history, and the AI's read. Thirty seconds here changes the call more than any script.
Who this is for
Every producer.
Read the intake answers
What the lead actually filled in when they opted in — coverage they were asking about, household details, budget framing, whether they're currently insured. This is the difference between opening with 'I'm calling about your inquiry' and opening with something that proves you read it.
It also tells you what they were promised, which matters if the campaign's product and their expectation don't match.
Read the thread before you dial
If the AI has been texting them, the conversation is right there. Calling someone who has already told the assistant their situation, and asking them all of it again, is the fastest way to sound like a call centre.
Callbacks from an unexpected number
When someone calls in from a different number than the one they've been texting on, the record says so. That's worth acknowledging out loud — 'looks like you're calling from a different number' — rather than pretending you know who it is and getting it wrong.
Handing a conversation back to the AI
After you've taken over, you can hand the thread back — including a warm rebook message sent immediately. Use it when you've had the conversation and want the follow-up cadence to resume without you driving it manually.
When the lead is in someone else's book
If a lead has been reassigned, it no longer shows in yours. The record will say so. Ask the current owner to hand it back, or ask an admin — don't work it in parallel, which is how a lead ends up hearing from two people with two different quotes.
Common mistakes
- Dialling without reading the thread, then re-asking questions the lead already answered.
- Ignoring intake answers and opening generically.
- Working a lead that's now in someone else's book.
Related
Where this lives in the app
This is documentation for Virtual Closer. Book a walkthrough or sign in.