Revert customer from engaged status
D
Danielle Delano
When we log phone calls in DriveCentric, if we accidentally select “Phone Conversation” instead of “Left Voicemail” or “No Contact,” the system immediately moves that customer into an “Engaged” status.
Right now there is no way for us to undo that mistake and return the customer’s status from Engaged back to a standard Lead without editing the entire interaction history or creating workarounds. This causes two issues:
It inflates our engagement metrics, since some “engaged” customers were never actually spoken to.
It disrupts our follow‑up workflow and reporting, because these leads no longer show where they truly are in the sales process.
We are requesting the ability to revert a customer from Engaged back to Lead when a call is logged incorrectly (for example, if “Phone Conversation” is clicked by mistake). Ideally, users or managers could:
Change the call outcome after it’s logged (e.g., from Phone Conversation to Left Voicemail), and
Have the customer’s engagement status update accordingly, including the option to set them back to a regular Lead status.
This would keep our data accurate, our reporting clean, and our follow‑up process aligned with what actually happened with the customer.
Shelby Parker
Thanks for writing this up, Danielle Delano — totally hear you on how a mis-click like that can throw off engagement metrics and downstream workflow/reporting. I’ve shared this with the team for review so we can look at options like editing the logged call outcome and having the customer’s status update accordingly. If you’re able, could you also share a quick example (or screenshot) of the interaction entry where this happens, and whether it impacts all users or only certain roles (e.g., managers vs. reps)?