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Objective
This SOP explains how to identify and remove a customer’s cooldown tag when they are incorrectly blocked from earning another point. Follow the computer or phone steps below to restore normal point-earning access.
Key Steps
1. Confirm the customer is seeing the cooldown error 0:00
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Verify the customer is receiving the message that they already got a point for the page.
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Understand that the system’s cooldown mode prevents a customer from earning more than one point within 60 minutes.
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If the customer should be allowed to earn points again, proceed to remove the cooldown tag from their profile.
2. Locate the customer profile on a computer and remove the cooldown tag 0:16
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Open the customer record on a computer by searching for the customer’s name.
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Check the customer’s tags and confirm whether a cooldown tag is present.
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If the tag appears to be stuck or should no longer apply, remove the cooldown tag from the profile.
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After removing the tag, the customer should be able to earn points normally again.
3. Re-add the cooldown tag if needed for testing or verification 1:09
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If you need to demonstrate or verify the process, you can add the cooldown tag back to the customer profile.
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This helps confirm the tag removal and reapplication process before using the mobile method.
4. Locate the customer profile on a phone in Lead Connector 1:17
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Open Lead Connector on your phone.
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Tap Search and look up the customer’s name.
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Make sure you are viewing Contacts results.
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Tap the customer’s name to open their profile.
5. Remove the cooldown tag on mobile and save changes 1:27
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In the upper-left area of the customer profile, locate the customer’s tags.
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Find the cooldown tag and tap the X to remove it.
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Tap Save to confirm the change.
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Once saved, the customer should be able to earn another point.
Cautionary Notes
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Only remove the cooldown tag if the customer is incorrectly blocked from earning points.
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The cooldown system is designed to prevent more than one point within 60 minutes, so confirm the timing before making changes.
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Always save changes after removing the tag on mobile.
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Make sure you are editing the correct customer profile before deleting any tag.
Tips for Efficiency
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Use the customer’s exact name when searching to find the correct profile faster.
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On mobile, filter to Contacts to avoid opening the wrong result.
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If the issue happens often, check whether the tag is being applied correctly after point redemption.
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Keep a quick note of the customer’s name and the time of the issue so you can verify whether the cooldown window has passed.