Appointment Setting

Sales

The Setting tab of Global Data is the working queue for appointment setters: every contact who has no live booking — nothing upcoming, nothing that ran and hasn't been cancelled. These are the leads that need a human to get them on the calendar.

The moment a lead books a call, they drop out of this queue automatically. Cancelled calls don't count — a lead whose only booking was cancelled comes back into the queue.

Working the queue

The tab is the familiar Global Data table, tuned for the setter workflow:

  • The left rail splits the queue by scheduling status — All, Potential, Qualified, Disqualified — with live counts, so you can see the size of each pile at a glance.
  • All the usual tools apply: search, date range, advanced filters, Smart Views, custom columns, and inline editing.
  • Tick several contacts and use Assign setter in the toolbar to divide the queue between teammates — with an optional expiry (24 hours or 7 days) so an untouched lead frees up again on its own. See Managing contacts.

Approve or reject a lead

Click a row and a panel opens on the right with the lead's key details and two buttons:

  • Approve — the lead is worth a call. You can now book the appointment on the lead's behalf right from the panel (see Booking on behalf of a lead) — or pick an event type and share a prefilled booking link: the lead's name and email are already filled in, so you can copy it into a DM, an email, or read it out on the phone. All they do is pick a time.
  • Reject — the lead isn't a fit. The contact is marked rejected and moved to your first Lost pipeline stage (you can always move them back by hand).

The decision is stamped with who made it and when, and shows on the contact wherever you meet them next. Any member can approve or reject.

Scheduling status is untouched

Approving or rejecting is a setter's verdict — it never changes the automatic scheduling status. A rejected lead who books anyway will still show as booked; the two labels answer different questions.

A daily rhythm that works

Start in Qualified (they passed your form — highest intent), then work Potential. Assign each batch a setter with a 24-hour expiry: whatever isn't handled comes back to the pool tomorrow on its own.

Setter assignment and booking

Assigning a setter does more than label the row. On event types that turn on Returning leads, a lead who books a discovery call goes straight to their assigned setter instead of the usual rotation — so the person already working that lead keeps the conversation.

This follows the expiry you set. Once a timed assignment runs out, the lead counts as unassigned and books with their closer, or with the full team. That's the same rule the queue itself uses, so what you see in Global Data is what routing acts on.