Lead Not Returning to Task Board After Contact Attempt

Symptom

After an advisor makes a contact attempt with a lead, the lead does not return to the Task Board To-Do column at the expected time. The lead remains in the Follow-Up or Done column and is never re-queued for the next contact attempt.

How Campaign Re-Queuing Works

The Verity CRM campaign system advances a lead through a contact sequence (typically 6 attempts) by tracking task completions from the Task Board. After an advisor completes an attempt, the system waits the configured queue time (e.g., 120 minutes, 4 hours, or longer depending on the campaign) and then places the next task back in the advisor's To-Do column.

Critical Requirement: Contact Must Be Worked From the Task Board

The re-queue only triggers when the advisor works the task directly from the Task Board and logs the disposition through the task. Steps:

1. Open the lead's task from the Task Board (To-Do column)
2. Make the contact attempt (call, text, or email) through the task
3. Apply the disposition (e.g., "Attempt 1", "Attempt 2") to the task
4. The system then schedules the next attempt at the configured queue time

What Breaks the Re-Queue

If an advisor contacts a lead by searching for them directly, opening them from a notification without completing the task disposition, or initiating contact outside of the Task Board workflow, the action is not associated with the campaign sequence. The task remains incomplete in the Follow-Up column and will not advance to the next attempt.

Note: The initial notification for a new lead is a valid entry point, but the disposition for the attempt must still be recorded through the task to trigger re-queuing.

Re-Inquiry Behavior

If a lead submits a new inquiry while already in an active campaign sequence, the original campaign task is removed and replaced with a new task for the re-inquiry campaign. If a task disappeared unexpectedly, check whether the lead has a more recent inquiry record that triggered this replacement. This is expected system behavior, not a defect.

If Leads Are Still Not Re-Queuing

Contact Portico Support with specific student names, inquiry dates, and the campaign they are enrolled in. Support can review task history to confirm whether the sequence is progressing as expected or whether a system defect is present.