Rules and actions
The Configuration tab of the Leads page controls two things: identification rules (what makes something a lead) and actions (what happens to a lead automatically, such as sending it to Feefo or Optilead).
Identification rules
A rule defines the condition that turns a response into a lead. By default, a promoter rule applies (NPS ≥ 9), so advocates are captured without any setup. Add your own rules to broaden or refine what counts.
Rule kinds
| Kind | Creates a lead when… |
|---|---|
| Promoter (NPS) | NPS is at or above a threshold (default 9) |
| Score above | A chosen metric (NPS, CSAT, CES, or Rating) is at or above a threshold |
| Keyword | A comment contains a keyword you specify |
Adding a rule
- Open the Configuration tab.
- In Identification rules, choose a Kind.
- Optionally pick a Survey to scope the rule (or leave as All surveys).
- Fill in the field for your chosen kind:
- Promoter / Score above → a numeric Threshold (and, for Score above, a Metric).
- Keyword → the word or phrase to match (e.g.
recommend).
- Click Add rule.
To remove a rule, click Remove beside it. With no custom rules, the default promoter rule still applies.
A keyword rule is a great way to catch advocacy that scores miss — phrases like "tell my friends" or "best service" signal a promoter even on a survey without an NPS question.
Actions
Actions let leads flow out to other systems automatically. They are fired on status change, so (for example) marking a lead Contacted can push it to a review platform.
| Action type | Use it to… |
|---|---|
| Webhook | Post the lead to any URL you control |
| Feefo | Send the customer to Feefo for a review |
| Optilead | Route the lead into Optilead |
Adding an action
- In the Actions card, choose a Type.
- Enter the Endpoint URL.
- Enter an API key if the destination needs one (optional).
- Click Add action.
Configured actions are listed with their type and endpoint; click Remove to delete one.
Feefo and Optilead are external platforms. You will need the relevant endpoint and credentials from those services to configure their actions.
Multi-message sessions
Some leads build up over several inbound messages — for example, an SMS conversation. The Conversation session tool in the lead detail panel lets you group these under a single session key (such as a phone number) to build one rolling profile instead of many disconnected leads.
- Open a lead and find Conversation session in the detail panel.
- Enter a Session key (for example,
+447700900123). - Click Tag & load to attach this lead to that session and load it, or Load to view an existing session.
- The panel shows how many messages are in the session and the aggregated profile built from them.