Priority call list and outcome signals

After every call and message Tern reads what happened and gives the lead two things: an outcome signal, which says what the last interactions point to, plus a priority score from 0 to 100, which says how soon the lead needs a person. Scores guide who to call first. They never send, call or book on their own.

The five outcome signals

A lead with nothing to read yet shows Not scored yet. The first call or message gives the scorer something to read.

The three priority levels

Work the call list

Each agent sees their own list: the leads they own and leads nobody owns yet.

1. In the sidebar open My day.
2. Find Make sure to call these clients as well. These are leads the scorer flagged for a call today, beyond what is already planned.
3. Read each row: the lead, the priority, the signal and a one line reason such as "Asked about pricing in the last message", then the last contact and the suggested next step.
4. Press the call button on the row. The Zoom app dials the number. See Zoom Phone and click to call.
5. After the call open the row's menu and choose Called. Tern logs it and the row leaves the list.
6. If now is not the time, choose Snooze until tomorrow.

When the list is empty it says Nothing urgent beyond your list. Work through My day: new scores land as calls and messages come in.

Open the list from anywhere

1. Press the phone icon in the bar at the top of any page. A number on it shows how many leads are worth a call.
2. The Call next panel opens with the same rows.
3. Call, mark Called or snooze from there without leaving the page you were on.

See why a lead has its score

1. Open the lead and find the Priority card on the right.
2. It shows the Score out of 100 with its level, the reason in a sentence and a Next step.
3. Press Why this score? to see what it was based on, for example "Based on the last call and 4 messages."
4. Owners and admins can press Rescore to ask for a fresh score. The card updates when the new score lands.

Filter and sort the leads list by priority

1. Open Leads.
2. Press the quick chip High priority or Interested.
3. For finer control add the filter Priority (High, Medium, Low) or Outcome (the five signals).
4. Click the Outcome column header to sort by score.

Get the most from it as a team lead

1. Make sure calls and chats are captured, because the scorer reads only what is on the timeline. See Install Tern Bridge and Zoom Phone and click to call.
2. Keep AI analyses within its monthly allowance. When it runs out Tern scores with rules until the reset. See Billing and usage caps.
3. To react to a changed score, build an automation on the trigger Lead rescored. See Automations.
4. Leads on the do not call list or opted out of voice never appear on the call list.