Live Short Chat Code (Leads) (copy)

/dispute

Account Blocked - Dispute

It looks like your IntegrityCONNECT Leads account has been blocked due to disputes of valid charges that you have filed with your bank.

We can typically remove this block after receiving confirmation that you have lifted these disputes with your bank. This confirmation will need to be provided in the form of an official letter from your financial institution stating that the dispute has been lifted or removed, not won or lost. Typically, there is a confirmation number included in that document as well.

Once this is finalized, you can provide that confirmation letter to us at leads integrity connect email and we'll be happy to have the block removed from your account!

/addcc

Add Credit Card

Please find the below steps to assist in adding a Credit Card to your Wallet.

1. Navigate to IntegrityCONNECT Leads
2. Click on your name at the top right, then select 'My Wallet'
3. Select 'Add a Credit Card'
4. Enter in your Credit Card information and select 'Add Payment'

/autoorder1

Automated Order - Edit/Cancel

To edit or cancel your Automated lead order after it has been active for the minimum 4-week commitment timeframe, you can follow the steps below:

1. Login to your IntegrityCONNECT Leads Account
2. Click your name in the top right corner and then select "My Wallet"
3. Scroll down to the Automated Orders section and click "View All Automated Orders"
4. Ensure your date filter includes the date of order creation for the Automated order you are wishing to change
5. You should now see your Automated Order listed and can select the 3 horizontal dots to the right of this order to edit or cancel

/couponhow

Coupon - How to

To add a coupon discount to your lead purchase, the coupon will need to be added on the "Shopping Cart" page of the purchase process, which is accessed before the "Checkout" page.

Please see the steps below for more information:

1. Add lead selection to your cart by adding a quantity of leads and clicking the cart icon
2. Click the cart icon at the top of the page and select "View Cart" to access the "Shopping Cart" page of the purchase process
3. At the bottom of the lead section on the "Shopping Cart" page, click "+ Add a coupon or voucher code"
4. In the modal pop-up, enter the coupon code at the top and click "Apply Discounts"
5. Verify the coupon has been added by reviewing the points highlighted in the screenshot below
Proceed to checkout
6. Click "Purchase" (note, the coupon discount is still displayed here as well)

During review, if you do not see that the coupon discount is displayed during checkout please reach out to support prior to clicking "Purchase" so that we can ensure your coupon is added to your purchase!

/template

Export Lead Template (ICL)

To view the mailer Template or export your leads to PDF, you can select to follow the steps for one of the options below.

Option 1: Individual Lead Profile - Template

Navigate to Manage Leads tab
Click lead name
Click "Template" above Lead Details section


Option 2: Export Bulk PDF

Navigate to Manage Leads tab
Click checkbox next to lead name(s)
Click Export Icon on far left near the search bar above the lead list
Select "Export to PDF"

/noleads

Lead Delivery - Leads Not Received

We're happy to assist with this request. In order to further review the status of your lead delivery, can you please confirm the order ID which you are referencing?

/editleads

Lead Management - Can’t Edit

All leads will now be managed from your IntegrityCONNECT account.

To edit the lead status, you will need to enter the client record in IntegrityCONNECT and update the stage there.

Once you've sold the lead a policy, we recommend updating to one of the following three statuses to have this indicate "Sold" in the IntegrityCONNECT Leads system: Client, Retained, or Loyal.

/oldleads

Lead Management - Can’t Find Older Leads

Our system defaults to display only those leads that you received in the past 30 days. To update this, you can select the filter icon at the top right of your lead list and then change the Received Date and click "Apply". 

/leadprice

Lead Pricing

Our lead pricing varies based on a variety of factors including regional demand, current lead pool volume, and agency marketing focus. For this reason, we recommend accessing the system and reviewing the leads available in the "Marketplace" to get a better idea of pricing for the lead types and regions you are interested in.

/quality1

Lead Quality - Escalation

We're happy to help with your concerns and would love to hear your feedback regarding the leads you have received! Our agent feedback plays a key role in maintaining lead quality to Integrity standards.

We provide all feedback to our lead generation team and any validated concerns are managed directly between the lead generation team and our lead vendors to improve the lead sourcing.

Can you tell me more about the lead type you purchased and what you found to be less than satisfactory so we can relay these details to the team?

/quality2

Lead Quality - Tier Escalation

I understand, and I want to make sure you're getting the support you need for this concern.

I'm going to escalate this request to one of our Senior Team Members who can further assist. Due to this escalation, I'll need to convert this chat into an email ticket. 

Our Senior Team Members will be happy to further assist via email once this is received.

/leadrequest

Lead Request Form

Our "Lead Request Form" in the system is used to request additional lead volume for a specific lead type/region in which you're not seeing sufficient lead volume consistently. Once this request is submitted, it's reviewed by our lead generation team who analyzes the demand for that lead type/region and increases marketing efforts or vendor partnerships accordingly.

​For this reason, it's not guaranteed that the lead type requested will be added/increased in the system. This will be based on the priority that is assigned to that request in relation to the demand.

Because this is only a request for an increase in lead volume available, it does not act as an order that would automatically be filled once the leads are received. However, if you would like to create a recurring order for this lead type/region, we would recommend using our Automated Order feature to do so!

Would you like some assistance in getting this configured?

/source

Lead Source

We work with 50+ lead vendors to generate leads via direct mail, digital ads, as well as organic SEO search and television ads.

Because of this, we cannot confirm an exact lead sourcing for your leads as a whole. However, we can validate that all leads have been verified as TCPA compliant and we maintain those TCPA compliance documents per lead on our side. This means that we have proof of opt-in to be contacted for each lead.

/vendor

Lead Vendor

We work with 50+ lead vendors to generate leads via direct mail, digital ads, as well as organic SEO search and television ads. Because of this, we cannot confirm an exact lead sourcing for your leads as a whole. However, we can confirm that all leads have been verified as TCPA compliant and we maintain those TCPA compliance documents per lead on our side. 

/rtcvol1

Realtime Campaign - Lead Volume 1

In order to review this further, can you please provide me with the following details of your account and campaign?

​Your NPN
Campaign Name(s)
Geography Selected
​Lead Type Selected
Date Campaign Activated

/rtcvol2

Realtime Campaign - Lead Volume 2 (Calls)

Because you have a realtime call campaign, can you please confirm that you have activated your "Availability Preferences" to toggle on your Health/Life settings, and have toggled in as "I'm Available" in the top right corner of your account?

/rtctoggle

Realtime Campaign - Toggles Not Working

In order to further review this request, can you please provide us with the following details so we may best assist?

Agent NPN
Campaign Name
Product Type (Health or Life)
Lead Type selected
Screenshots of your Availability Preferences section in your Account

/appeal

Refund Request - Appeal

While we're primarily a technical support team, we're happy to advocate for our agents experiencing any difficulty with the credit request or approval process.

When a credit request is submitted through the system, this is sent directly to our credit validity team. While we don't control the outcome, we do work with this team to help submit appeals for denied credits.

Would you mind providing me with the lead names that you have received denied credit requests for so we can begin this appeal process?

/credit

Refund Request - General

We greatly appreciate our agent feedback regarding lead quality and validity, and we will ensure this concern is reviewed with the proper teams. In order to further review, please submit your leads for credit using our built-in credit request feature by following the steps below.

Once a lead is credited it will be removed from your account and you will no longer have access to these lead details. If you do not want to lose access to these details, do not submit the lead for credit review.

1. Access the "Manage Leads" tab of your IntegrityCONNECT Leads Account
2. Click the lead profile name to enter the lead account
3. Click "Request Credit" from the upper right corner of the lead profile
4. From the pop-up window, select the dropdown to view the eligible reasons for request and select the appropriate response for your lead
5. Click "Request Credit" to submit your request

Please be aware that we are only able to provide a refund for leads that qualify under our refund policy found on our Terms of Service.

/credcoupon

Refund Request - Coupon

Unfortunately, per our Terms of Use (section 6), we are not able to apply coupon discounts to an agent's purchase retroactively. Due to this policy , we are also unable to provide a refund for the amount of the discount that would have been applied to the order had the coupon been properly applied prior to checkout.

/credcash

Refund Request - ILC Cash

Per our Terms of Use, IntegrityCONNECT Cash is typically non-refundable.

While we are primarily a technical support email, we are happy to advocate for our agents experiencing any concerns with the lead quality or validity. Can you please provide a few more details as to what lead types your referencing and your experience with those leads so we can discuss this with the appropriate teams?

/crednation

Refund Request - Nation/Statewide

Unfortunately, we are not able to credit or replace leads purchased without the correct geography selection per our Terms of Use Refund Policy.

In the future, we recommend confirming the correct geography is selected in your shopping cart prior to completing checkout.

/credspanish

Refund Request - Spanish

All of our lead marketing materials for lead types that do not include "Spanish" in the lead type name are marketed in English only. For this reason, we don't have any way to ensure Spanish-speaking leads are not delivered to your account, as the leads which are delivered will have responded to English marketing materials.

We recommend agents use translation services, such as Google Translate, Boostlingo or Propio, in instances where they receive Spanish-speaking leads to better assist these clients.

/credcontact

Refund Request - Unable to contact leads

Unfortunately, being unable to contact the lead is not a valid reason for credit per our Terms of Use (section 6). We are only able to provide a refund for leads that qualify under our refund policy found on our Terms of Service. 

/credbulk

Refund Request - Bulk Submission

We do understand that this process can be time-consuming to complete when there are multiple leads you're requesting to be reviewed. We're now requiring all refund requests to be submitted using the "Request Credit" feature in the system so these requests can be tracked and added to your transaction history on your "My Wallet" page (as applicable).

This process helps us to better identify any lead types with high volume of credit requests so we can address quality concerns more efficiently with our sourcing vendors.

/tcpa

TCPA Compliance Doc

We can definitely provide a copy of the TCPA Compliance documentation for any lead in the event of a compliance or sales allegation. However, we do not provide this information upfront at the time of purchase.

/txhistory

To find your transaction history please follow the steps below.

1. In your IntegrityCONNECT Leads account, click on your name and select 'My Wallet'
2. Scroll down to the bottom of the page and select 'View All Transaction History'
3. Select the filter button on the right hand side of the page
4. Select the date range you wish to view and select 'Apply'

/voucherhow

Voucher - How To

To apply a voucher to your lead purchase, the voucher will need to be added on the "Shopping Cart" page of the purchase process, which is accessed before the "Checkout" page.

Please see the steps below for more information:

1. Add lead selection to your cart by adding a quantity of leads and clicking the cart icon
2. Click the cart icon at the top of the page and select "View Cart" to access the "Shopping Cart" page of the purchase process
3. At the bottom of the lead section on the "Shopping Cart" page, click "+ Add a coupon or voucher code"
4. In the modal pop-up, enter the 16-digit voucher code or select the correct voucher listed below the code field, then click "Apply Discounts"
5. Verify the voucher has been added by reviewing the points highlighted in the screenshot below
Proceed to checkout
6. Click "Purchase" (note, the voucher discount is still displayed here as well)

/credwrong

Refund Request - Wrong Number

Unfortunately, the lead providing the wrong phone number is not a valid reason for credit per our Terms of Use. We are only able to provide credit for leads that qualify under our refund policy found in our Terms of Use.

/txcustom

Custom Date Transaction History

Thanks for reaching out to support! To locate a specific set of transactions using custom dates, please follow the steps below in order:

1. Login at integrity website by clicking LOGIN from the upper right corner
2. Click your profile bubble in the upper right corner (this will be your photo if you have uploaded one or initials if you have not done so yet)
3. Select Lead Marketplace
4. Once in the Leads system, click your name in the upper right
5. Select My Wallet
6. Scroll down to the bottom where you’ll find the Transactions section
7. Click “View all transaction history”
8. Select the filter icon at the top right of the transactions
9. This will open the filters on the left side of the screen
10. Select “Custom” for the date range and enter the desired dates
11. Click apply
12. Once your transactions have appeared per the custom dates you’ve entered, you can click the export icon (next to the filter icon) and export to CSV!

Please let us know if you have any additional questions! 

/FExBlock

FEx Inbound RTC Block

Thank you for raising this concern!

We've confirmed that your campaign has been paused as our quality assurance team has flagged your account as a high-risk buyer due to continued low RPC (Revenue Per Call). In order to reactivate your campaign, you'll need to complete this advanced training module and provide us with the certification that's generated once completed:

lead training website

We'll go ahead and close this chat as an email ticket so you may follow up with us there once that training is completed.

Are there any other questions we can assist with before we move forward with creating this ticket for you?

/nipr

NIPR Validation

Absolutely, we're happy to assist with this request!

To protect the security of your account, we do require a few additional details before we can update the email address associated with this account. Can you please confirm the following information as it relates to your resident state?

License Number
License State
License Type (Agent or Agency)

Once this is validated against NIPR records, we'll be happy to update your email for you.

/volumegeneral

Leaf Volume - General Qs

We work with 50+ lead vendors and have multiple avenues of operation to increase lead volume as needed in requested geographies. Realtime Campaign lead volume is requested with our vendors on a weekly basis based on active campaigns. For Marketplace leads, while we do populate lead types and geographies based on purchasing trends, we also offer a Request Form through which you can submit a request to increase a specific lead type in a specific geography if you’re not seeing a steady stream of those leads. And lastly, we also offer an automated subscription order option through which you can select the number of leads you’d like to purchase from the marketplace on a recurring weekly basis (you can select multiple days for delivery each week) which will prioritize your order for delivery and offers a 15% discount on each recurring lead delivery. This option informs our lead generation team of ongoing needs for specific lead types / geographies so they can ensure we are meeting those goals!

/FExLeadFlow

Fex RTC Available - No Lead Flow

Thank you for contacting support! We've identified an issue that may occur when an account session expires while remaining toggled as "I'm Available." As a troubleshooting step, please follow the steps below:

1. Toggle "I'm Available" to Off within IntegrityCONNECT Leads.
2. Log out of IntegrityCONNECT.
3. Close the browser tab.
4. Open a new browser tab and navigate to Integrity.com/leads
5. Log in and toggle "I'm Available" back On within IntegrityCONNECT Leads.

Pease make sure you are toggling your availability within IntegrityCONNECT Leads, as only the Leads toggle controls your ability to receive Final Expense Inbound Lead calls.

If you continue experiencing issues after performing these steps, please let us know and we'll be happy to investigate further.