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Keep Leads from Being Auto-Retired

Goal: Understand how leads get auto-retired due to inactivity, spot leads that are going stale before it happens, and recover leads that have already been retired. Who does this: Agent keeps leads active · Sales Manager sets the inactivity period and reassigns retired leads Before you start: The inactivity period that triggers auto-retirement is configured by a manager. If you are not sure what the threshold is for your team, ask. See Retired Leads.

How auto-retirement works​

When a lead has no recorded activity for a configured period of time, the system automatically unassigns it from the agent. The lead moves to the Retired Leads list — visible to managers — so it can be reassigned rather than permanently lost.

The goal is to ensure no lead sits untouched indefinitely. If your list is large, leads you have not interacted with recently are the ones at risk.

What counts as activity (resets the inactivity clock):

  • Adding a comment to the lead profile
  • Changing the lead's stage (via Set Lead Stage)
  • Logging a call or applying a Lead Call Tag

Viewing a lead profile alone does not count as activity.

Steps​

  1. Agent Work your list regularly. Each day, open Leads → General and work through your Show Follow Ups filter first (leads with a scheduled follow-up date due today), then All Leads for any that need a touch. Even a brief call and a comment resets the clock.

  2. Agent Set follow-up dates to stay on track. After every interaction, use Follow up date to schedule your next contact. This keeps the lead surfacing in your daily view and gives you a natural prompt to act before inactivity builds up. See Log a Call, Tag It, and Set a Follow-Up.

  3. Agent Act before a lead goes cold. If you notice a lead has not been touched in a while — no recent comment, no stage change, no call — log an activity now. Even a note summarising their current status resets the timer.

  4. Sales Manager Review the Retired Leads list. Navigate to Retired Leads in the sidebar. This shows all leads automatically unassigned due to inactivity. From here, reassign each lead to the same agent (for a second attempt) or to a different agent. See Retired Leads.

  5. Agent Pick up a reassigned retired lead. If a manager reassigns a retired lead to you, it will reappear in Leads → General → All Leads. Open the profile, review the Activities tab to understand the full history, then make contact and log the outcome as normal.

What happens next​

Once activity is logged on a lead, the inactivity clock resets and the lead remains assigned to you. Leads that are retired and then reassigned get a fresh start — their history is preserved so you can see exactly what happened before.

To confirm a lead has not been retired: open Leads → General → All Leads and verify it still appears in your list. If you cannot find a lead you were working, ask your manager to check Retired Leads.