Leads

A lead is a contact the platform is working on behalf of a campaign. Each lead has a phone number or WhatsApp identity, any custom fields you've defined, a status, and a complete activity history of every call and message the agent has sent.

The leads page

Open Leads from the sidebar to see every contact in the organization. From the list you can:

• Filter by status (new, contacted, qualified, callback, not interested, etc.).
• Filter by campaign to narrow to a single workload.
• Search by name, phone, or any custom field.
• Open a lead to see the full detail view.

Importing leads

Leads are typically imported in bulk when you create or edit a campaign — the campaign's Leads tab accepts a CSV or pulls contacts from a connected source like Leadsforce. Each row becomes a lead with its phone number plus any custom fields your campaign uses.

Tips for clean imports:

• Make sure phone numbers are in E.164 format (+14155551234). Mixed local formats will be rejected.
• Column headers in your CSV should match the custom field keys your campaign defines.
• Duplicates within a campaign are de-duped by phone number.

The lead detail view

Clicking a lead opens a detail page with:

• Identity — name, phone, email, any custom fields.
• Status — the current outcome classification.
• Activity timeline — every call and message, newest first. Click a call to see its transcript, recording, and any data the agent extracted.
• Follow-ups — the next scheduled retry, if any.
• Notes — anything your team has added manually.

Lead activity on the home screen

The dashboard home page has a Lead activity widget that streams recent events across all campaigns — useful for watching a campaign come to life right after you launch it.

Follow-ups

If an agent can't reach a lead (no answer, voicemail, hangup), the campaign's follow-up rules decide what happens next. You configure these on the campaign, not the lead — see Campaigns. A lead's detail page shows you the next scheduled retry and lets you cancel it if you need to.