Pearl Instructions

5. Beth hangs up during LTA process.
7. The phone lead case has been closed out, but the customer is calling back in after-hours
10. There are no agents that advertise in that area. Submit a selected lead.
12. The phone lead case has been closed out, but the customer is calling back in.
14. The customer is in the Nurture workflow and is texting in.
15. Beth was opted out of Nurture but then texted back in.
16. The Phone Lead case is in our Nurture workflow and the customer is calling back in outside of our business hours.
18. None of the agents answered; when you receive this, follow the FindAlan Fails SOP.
19. The customer's case has been closed out, but they are texting back in.

1. After we have closed the case out and opted Beth out of nurture, Beth replied start to Opt back into our messages.
2. The Phone Lead case is in our Nurture workflow and the customer is calling back in.
3. The customer's case has been closed out, but they made a call to us outside of our business hours.
4. The customer's case has been closed out, but they are calling back in.
6. The customer is in the Nurture workflow and is calling in, but we received the call outside of our business hours.
8. The agent requested to talk to a CS before the connection.
9. Beth's number is unreachable or her voicemail was detected.
11. Alan accepts call but hangs up before connection.
13. The customer is in the Nurture workflow and is calling in.
17. LTA was not successful.