Lead Management User Guide

The Lead Management system allows you to upload, organize, and automatically call leads using AI-powered calling agents. This guide covers everything you need to know to effectively manage your leads, from adding them to tracking their status through the calling process.

Key Features

• •Bulk Upload: Import leads via CSV files
• •Manual Entry: Add leads one at a time
• •Custom Fields: Add your own data fields to leads
• •Automatic Calling: System automatically calls leads based on your schedule
• •Smart Retry: Automatically retries failed calls after a delay
• •Real-time Updates: See call status in real-time as agents process leads
• •Comprehensive Reporting: Track metrics and outcomes for all leads

Getting Started: Adding Leads

Method 1: Manual Entry

1. Go to the Add Leads section
2. Click "Add Lead" button
3. Fill in the required information:
   • Name: Contact's full name
   • Phone: Phone number (must be in E.164 format, e.g., +1234567890)
   • Email: Contact's email address
   • Company: Company name (optional)
4. Add any custom fields if needed
5. Click "Save"

Method 2: CSV Import

1. Go to the Add Leads section
2. Click "Import CSV" button
3. Download the template CSV file (optional, but recommended)
4. Fill in your lead data:
   • Required columns: Name, Phone, Email
   • Optional columns: Company, Timezone
   • Custom field columns: Add any additional columns
5. Upload your CSV file
6. Map your columns to the system fields
7. Review and confirm the import

Understanding Lead Statuses

Your leads can be in one of five statuses. Understanding these statuses helps you track your calling progress:

How Lead Statuses Change

Understanding the flow helps you know what to expect:

Status Flow Diagram

New Lead Added
    ↓
[Pending] ← Ready to call
    ↓
Call Initiated
    ↓
[In-Progress] ← Call happening now
    ↓
Call Ends
    ↓
    ├─→ Person Answered → [Completed] ✅
    │
    ├─→ No Answer/Busy/Voicemail → [Retry] → Wait for delay → [Pending]
    │                                                              ↑
    └─→ Max Attempts Reached → [Completed] ✅                    │
                                                                  │
    └─→ Invalid Phone Number → [Failed] ❌                       │
                                                                  │
    └─→ Permanent Error → [Failed] ❌                            │
                                                                  │
    └─→ Temporary Error → [Pending] → Retry immediately ────────┘

Detailed Status Transitions

Provider-Specific Guides

Custom Fields Guide

Custom fields allow you to add your own data to leads beyond the standard fields (Name, Phone, Email, Company, Timezone).

Creating Custom Fields

1. Go to Settings → Custom Fields
2. Click "Add Custom Field"
3. Enter:
   • Field Name: The name of your field (e.g., "Address", "Job Title", "Product Interest")
   • Field Type: Text, Number, Date, etc.
4. Save the custom field

Using Custom Fields

Custom Field Best Practices

1. Use Clear Names: Field names should be descriptive and easy to understand
2. Be Consistent: Use the same field names across all leads
3. Fill Complete Data: More information helps the AI agent have better conversations
4. For Vapi: Remember to add placeholders in your agent templates if you want to use custom fields

Retry System Explained

The retry system automatically attempts to call leads again if the first call doesn't connect, helping you reach more people while respecting their time.

How Retry Works

1. First Call Attempt: Lead is called
2. If Unsuccessful: Status changes to "retry" and system waits for retry delay
3. After Delay: Status changes to "pending" for next attempt
4. Repeat: Until successful OR max attempts reached

Retry Delay Configuration

Maximum Call Attempts

When Leads Are Retried

Retry Status Visibility

In the lead details panel, you can see:

Best Practices

Phone Number Management

1. Always Use E.164 Format: Start with + followed by country code
2. Verify Before Uploading: Check phone numbers are valid and include country codes
3. Handle Invalid Numbers: Check "Failed" status leads regularly, fix phone numbers, and change status back

Lead Information

1. Complete Data: Fill in as much information as possible - more data means better AI conversations
2. Custom Fields: Use for important information (address, job title, product interest, etc.)

Calling Schedule

1. Set Appropriate Hours: Respect leads' time zones, avoid too early or too late
2. Retry Delay: Start with 1-2 hours for faster follow-up, increase to 24+ hours for less frequency
3. Max Attempts: 2-3 attempts usually sufficient - balance persistence with respect

Provider Selection

Troubleshooting

Error Classification Guide

Understanding Error Types

Vapi Provider Errors

Retell Provider Errors

General Troubleshooting Steps

Frequently Asked Questions

Quick Reference

Status Meanings

Phone Number Format

Error Messages Quick Reference

Provider Comparison