Call 1

This is the first and most important Call Stage. After you reach out to the lead for the first time by phone, if you were unable to reach them, move them to this stage. Make sure that you pay special attention to the required properties below, and answer them correctly.

Required Properties

Select Email Lead Type

Did the lead fill out the Contact Form on any page?	Select Short Form Emails
Did the lead fill out the Request Samples Form, Order Supplies Form, or Insurance Verification Form?	Select Long Form Emails. Choose from the available options based on what information the customer has provided and what you still need.

Manual Text Message Sent?
1. If you sent a personal message to address the lead's How May We Help You question, select Yes
2. If you have not composed and sent a text, select No

NOTE: Do not copy and paste a generic message into a text and send it. If you don't have a customized message to send, the system will send a generic one automatically for you.

Automated Communications

URO - Short Form	OSTOMY - Short Form
180 Medical Email Day 1 PCM Version 180 Medical Email Day 7*	180 Medical Email Day 1 PCM Version 180 Medical Email Day 7*
URO and OSTOMY - Long Form
Long Form Need Insurance Long Form Need Doctor Long Form Need Insurance AND Doctor Long Form Need Confirmation

NOTE: There is a major difference between the content of short form emails and the content of long-form emails. In order to ensure the customer experience makes sense, make sure you select the correct option.

SMS
- If you selected YES to Manual Text Message Sent: NONE
- If you selected NO to Manual Text Message Sent: SMS Day 1

NOTE: Contacts should not be left in Call 1 long enough to get the Day 7 email unless special circumstances have put you behind schedule with follow-ups.

Follow-Up Expectations

1 business day