Use this walkthrough when a lead may be active enough to deserve follow-up but has gone quiet in the CRM.
Real-life example
Rosa requested policy options last week. The lead was created and an intro call was logged, but there is no next activity and no stage change. Vertiqa should surface the lead before it ages out.
Setup
- Make sure leads have owners, stages, and activity history.
- Confirm follow-up activities are logged when calls, emails, or notes happen.
- Ask an admin to enable the stale-lead or no-next-step sweep.
- Keep actions propose-only until the team trusts the recommendations.
Run and inspect
Run the sweep manually or wait for the recurring schedule. Open Agent Runs to confirm the run completed. Then open Command Center or Queue.
What you should expect to see
The lead item should explain why the lead is stale. Useful evidence includes:
- last activity date,
- current stage,
- owner,
- missing next step,
- customer request or source inquiry,
- related account or contact.
Operator action
Open the lead and choose the real next step:
- log an activity,
- schedule a follow-up,
- create a task,
- move the stage,
- disqualify the lead,
- snooze if waiting is intentional.
Dismiss only when the lead is no longer valid or the signal is wrong.
Failure paths
If too many stale leads appear, tune the age threshold or limit the sweep to specific stages.
If a lead appears even though it was handled, update the lead's activity or stage so the queue has current state.
If policy blocks the proposed action, the operator can still open the lead and act manually.
Success criteria
The lead has a current owner action or a deliberate decision. It is no longer sitting idle without a next step.