Call Center Mode: Always Create a New eLead (improveit360 Lightning)

What’s New

Lightning CRM configurations now have a setting called Always Create New eLead for Call Center Mode.

This setting is available on the Lightning Preferences page under Lead Sources & Sales.

The Problem It Solves

When a call center rep looks up a customer by phone number to schedule a field-team appointment, the system previously attached the new appointment to whichever eLead it found for that phone number.

In some cases, that could be an old eLead from an unrelated inquiry. As a result, the new appointment could be recorded under the wrong lead source.

How It Works Now

With this setting turned on:

1. The phone lookup still runs, and the form still pre-fills the customer’s details as before.
2. When the rep submits the form, the system creates a brand-new eLead instead of reusing the one found by phone.
3. The new appointment is linked to the new eLead, with the correct lead source applied.
4. The original eLead is left completely untouched.

When to Enable It

Turn this on for any Lightning CRM configuration where call center reps schedule appointments that should always be tracked under a specific referral or campaign source, regardless of whether the customer has prior history in the CRM.

Common examples include:

• Field-team referral programs
• Telemarketing campaigns
• Campaign-specific call center scheduling
• Any workflow where source attribution needs to stay tied to the current appointment flow

When to Leave It Off

Leave this setting disabled when call center reps are meant to update or schedule against an existing customer record instead of always starting a fresh inquiry.

This setting is disabled by default, so behavior stays exactly as it was before unless it is turned on.

Where to Find It

Go to:

CRM SETTINGS → Improveit Lightning → Preferences → select your CRM config → Lead Sources & Sales → Always Create New eLead for Call Center Mode