When you’re viewing prospect conversations, you can see much more than just the messages sent back and forth between a prospect and Further. Utilizing the side panel, you can see details such as how the prospect found your community, the browser they used, an overview of actions taken around the lead, and more. 

In this article, we’ll go over how to view more information about your prospect conversations as well as what some of the information means. 

Note: All users have access to a prospect's Conversational Details.

• View Conversation Details
• Details Tab
• Community Tab
• Processing tab

View Conversation Details

First, open the conversation you want to find out more about. For help locating conversations, see the article here. 

On the right, there is a side panel with three tabs: Community, Details, and Processing. If you do not see the panel, click the expand icon in the top right to open it.

Details Tab

In the Details tab, there are three main sections. We’ll give a brief overview of each below. 

General 

Click the dropdown to see the status of the lead. Leads can have three statuses: 

• Submitted - The lead was sent to a CRM
• Blocked - The lead did not meet the conditions to push to a CRM.
• Ongoing conversation - Further is still having a conversation with the prospect.

If additional actions have been taken, such as the prospect scheduling a tour, you will see a note below the status. 

Technical Details

The dropdown shows you an overview of how your prospect interacted with your chats and reached your site to start a conversation. 

• Lead Source - A lead can come in via Further chat, phone, web form, referral parties, or conversational web forms.
• Score - Further uses machine learning to predict how likely a prospect is to move into your community. If the lead scores above 66, there is a high chance of the prospect moving in. Leads with a score above 90 have a 1/4 chance of turning into a move-in. 
• Browser - Indicates the browser the prospect used when visiting your site.
• Traffic Source - How a prospect came to your website, such as through Google Ads or Facebook.
• Visited Pages - A total number of pages on your website that the prospect visited. 
• Viewed Images - A checkmark will appear if a prospect has viewed the community images. 
• Viewed Videos - A checkmark will appear if a prospect has viewed the community videos.
• URL Parameters - A list of all parameters we were able to extract from the prospect’s visit information to your website
• Email Events - This shows a type of email sent to the community regarding this lead and its status. Usually, it’s lead_created and delivered.

CRM Result

The display depends on the CRM for your community. If you do not have a CRM set up, you will see a message indicating so in the dropdown. If you have a CRM, you can see if the lead was successfully added based on the Result Valid and Result Parsable options. A green checkmark means that the data was sent successfully. 

Community Tab

In the Community tab you can see information about the community the prospect came in through. The community's basic contact information and location will appear. If you set up pricing for your community, then you will see a dropdown to view the community pricing details as well. 

Processing Tab

The Processing tab shows what additional actions have occurred for the prospect. The action's color indicates whether it was successful. Additional information can be found underneath the action when applicable. 

• Nurture - Orange indicates the prospect is not part of a messaging campaign, green that they are. 
• Validation - Orange means that a prospect has not yet been qualified, while green means that a lead is validated. If a prospect requests a tour, they will automatically be validated and there will be a note about the tour request. 
• Send to CRM - Orange indicates the lead was not sent to CRM or that CRM is not set up while green indicates a successful data transfer.
• Send community email - If the community received the email notification about this lead it will appear green. If the email was not sent, it will be orange.
• Send tour calendar event - A successful calendar event for the community will be green, while orange indicates that the calendar invite is not set up or the prospect didn’t schedule a tour.
• Direct connect - If direct connect is enabled successfully, it will be green. Orange indicates that direct connect is not enabled or has encountered a problem.