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Rep Frequently Asked Questions

1. Why is my password not working / I can’t login?

If you are unable to login to Sellfire, it is likely because of the following:

  1. The email address (username) that you’re using does not match with an active Sellfire user. Be sure that you use the exact email address that is associated with the specific Sellfire user that you’re attempting to login to. If you have multiple Sellfire users (a Rep user AND an Enablement user, for example), those will have different email addresses, so ensure you are using the correct one.

  2. The password that you entered does not match with the stored password for that user. Click “Forgot password?” in the login screen to reset your password. Ensure that the email address that you enter in that forgot password flow is the exact email address that you are using for this specific Sellfire user. Once you complete that flow, you will receive an email to reset your password. Ensure you are logged out of all other Sellfire users before going through that password reset. If you don’t see the email in your inbox, check your spam folders.

2. Why don’t I have any leads in my Suggested Queue?

By default, your Suggested Queue is presenting you leads with available tasks based on default or custom Sequences within standard business hours (8am-5pm) in the prospects’ time. If your Suggested Queue is empty, it is likely because of at least one of the following:

  1. You do not have any assigned or owned leads.
    If this is the case, have an Enablement user assign you more leads, claim new leads from the System View > All Leads section (if your organization has configured the permission to allow you to access this section), click the plus icon at the top left of your Dialer to add a new lead, or use the Sellfire Chrome extension to add a new lead.

  2. None of your assigned or owned leads have available tasks.
    If all of your leads have future (not current) scheduled events or Sequence tasks, you have skipped / snoozed them already in your queue, it is not within 8am-5pm in the leads’ time, and/or you have applied additional filters to your queue that filters out leads, no leads will populate in the Suggested Queue. If there are no leads in your queue, you should see a modal describing the steps that you can take to bring leads with these things back into your Suggested Queue. The modal will suggest that you:

    1. Clear any filters that you have applied to your queue. Either click clear filters from the modal or click the filter icon at the top of the queue, and then click clear filters.

    2. Ignore timezone limits. Either click ignore timezone limits from the modal or click the filter icon at the top of the queue, and add the timezone filter with the timezones that you would want to appear.

    3. Request more leads from an Enablement user. Either click request more leads in the modal or ask an Enablement user in your organization to assign you more leads.

3. Why can’t I dial this lead (dial button greyed out)?

The dial button can be greyed out on leads for a couple of reasons:

  1. You no longer own the lead. To check if you own the lead, click on the business name to access the Lead Detail page, and see if your name is at the top right of that page. If it says “Unassigned” or another Rep’s name, you will not be able to dial that lead. Reach out to a Manager or Enablement user and have them reassign that lead to you.
  2. Sellfire is showing that you are currently on another call. If you are on an active call, you cannot dial another number. To validate this, look at the upper left of your Sellfire screen under your profile picture where it has your current status. If it says “Available,” this isn’t the issue. If it says “On a Call,” make sure you end any open calls that you have in any other Sellfire browser windows or tabs.

4. Why is Sellfire data loading slowly or call audio is delayed, distorted, and/or one-sided?

Typically, this is due to your device’s network and/or CPU usage capacity. If you notice either a yellow or red banner at the top of your Sellfire screen highlighting that we’re seeing network connection issues, the cause is your network connection. Make sure you’re using a minimal number of open browser windows and tabs, and completely close out of any streaming services or other programs that are using a large percentage of your CPU.

Otherwise, to troubleshoot and diagnose what could be causing this, ensure your devices meet the minimum and recommended settings and in our Network / device requirements & troubleshooting article, and go through the troubleshooting steps at the bottom of that article.

* Note that it is rare that these issues are caused by Sellfire functionality, especially if not all users with the same devices on different networks are experiencing the same issues, so we strongly recommend ensuring you are meeting the minimum requirements and best practices described our Network / device requirements & troubleshooting article.

If the same issues are simultaneously impacting multiple people on your team in different locations on different networks, please report this to our Support team.

5. How do I dial or text phone numbers on the lead other than the primary phone number?

When a lead is selected in your Dialer Queue on the left side of your screen, a lead card for that same business that includes all contact information for that lead populates on the middle / right side of your screen. Click the carrot on the upper right to expand the Contact section to reveal other phone numbers and email addresses on the lead, and click the phone, SMS, or email icons next to each to take actions on them.
That Contact section is also on the lead card that appears in the current call screen and in the Lead Detail page, which is accessed by clicking on the business name of the lead.

6. How do I get leads with zero previous dials to populate in my Suggested Queue?

The queue filters, accessed at the top of the Dialer Queue, allow you to drill in to more specific leads. One of those filters is a Pipeline Stage filter, which allows you to work leads in specific pipeline stages, including those “Undialed” leads. Simply add the pipeline stage filter for "undialed," and the queue will serve you only those undialed leads.