Operations

Agent

Human staff member who manages conversations the bot transferred.

Agent is a user in LeadsUp portal; when the bot calls transfer_to_agent, the chosen agent receives the conversation. Each agent has working hours, service specialty (e.g. color-only), max-parallel customers configured. Agents manage their inbox.

Related terms

Handoff

Transferring a bot conversation to a human sales/support rep.

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Lead

A potential customer who has shown interest in your product or service but hasn't yet purchased.

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Lead scoring

Assigning each lead a 0-100 score based on behavior and profile signals.

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