Agents or ISAs can also call in tandem of us reaching out to the lead. If personal contact is made via phone with the lead and they are ready to take the next step the lead can be muted in Structurely.
It is not typically recommended that the lead delay be extended to allow agents/ ISAs to call the lead first. The reason being is that oftentimes agents/ISAs are not consistently calling the lead within 5 min 100% of the time thus leaving the lead unresponded to until Structurely AI Assistant kicks in after an extended amount of time. This leads to a lot of lost opportunity.
The best practice lead delay is 1 minute.