When your internal department or agency (referred to as Agency in Onboarding) recruits new donors or members, leads and sessions are created in Onboarding.
Leads represent the individuals your agency has attempted to secure an agreement with—whether successfully or unsuccessfully. Sessions represent each unique attempt or action taken with a lead. This means that multiple attempts, such as updating an inactive payment method or increasing a donation amount, will result in multiple sessions being created in relation to a single lead.
Leads
Leads represent the individuals with whom the agency has successfully completed an agreement, making it the overview of all successfully completed actions. A successful action should not only be considered as a membership upgrade but also as a change of payment methods for the individual lead.
Under Leads, the most recent successful actions will be at the top and include the following columns:
- Created: The exact time when the lead was completed.
- External lead ID: The unique ID helps gather information if there are multiple sessions for the same lead. You can read more about how to structure the link and how ExternalLeadID can be defined for pre-filling Onboarding Campaigns.
- Campaign: The name of the campaign from which the lead was created.
- Agency: The organisation sees the same information as you do here, which is why your name appears under Agency.
What you can see on a lead
When you open a lead, you can view the sessions that have taken place (provided an ExternalLeadID has been assigned).
An example of a session could be if you were interrupted during the call and were unable to get in touch with the lead. All such sessions will be displayed under the individual lead.
Sessions
Sessions include all attempts made on different leads. Therefore, you may notice that there can be multiple sessions for the same lead. An example could be if you were interrupted and needed to contact the lead again. To group sessions under a single lead, it is a good idea to use sign-up, which will automatically gather the information via the existing SubscriptionGuid, Upgrade.
All sessions associated with the organisation can be found here. By using filters, you can locate specific sessions for each individual campaign.
Classification of different statuses
- New – Sessions that have just been submitted, but in practice, you will rarely encounter this status.
- Processing – Sessions that have been sent to the gateway.
- Complete – Sessions that have been completed.
- Rejected – The lead has declined.
- Failed - The Gateway has failed.
- Expired – The session was never completed.
Opening a session
If you need more information about a session, you can click on it to view further details. Depending on the status and intention, the available information may vary. You can find examples further down in the guide.
The image above shows a successful registration for a recurring payment agreement.
Examples of other sessions:
- Successful active payment agreement paused:
- Failed attempt to pause a payment agreement:
- Expired sign-up agreement: