Leads

What’s in a Lead?

• Primary Contact: The main phone record for outreach.
• Secondary Contacts: Additional numbers for the same lead (decision makers, backups, alternate lines).
• Custom Variables: Name, company, preferences, history — any data your AI needs.
• Status Tracking: Attempts, completion, and retry progress across the campaign lifecycle.

Lead Status System

• Created: Newly added; pending scheduling.
• Scheduled: In the queue for the next dialing window.
• Processing: Being dialed or actively handled by the assistant.
• Rescheduled: Moved to a later time per policy or preference.
• Max Retries Reached: No more attempts remain under current rules.
• Completed: Goal reached or workflow closed for this lead.

Primary Contact

• Main lead record with complete information.
• First number called in the campaign flow.
• Inherits campaign variables from the assistant configuration.
• Controls overall lead status and completion.

Secondary Contacts

• Additional numbers for the same person or business.
• Called if primary doesn’t answer, based on retry settings.
• Independent status tracking and optional unique variables.
• Great for decision makers, departments, or time-based numbers.

How Variables Work

Variables personalize conversations and logic. Leads inherit defaults from the assistant configuration, then you can override them per lead. Use variables in prompts like {customer_name} or {company}.

Common Variables

• customer_name: Personalized greetings and validation.
• company: B2B conversations and context.
• last_interaction: Prior call/chat summary for continuity.
• preferences: Time windows, language, topics.
• budget_range: Sales qualification logic.

Create a New Lead

1. Phone Number (required): Enter primary contact in E.164 format (e.g., +14155550123 for US).
2. Campaign Assignment: Choose which campaign this lead belongs to.
3. Status: Automatically set to Created.
4. Variable Setup:
   • Assistant defaults: Pre-filled from the assistant configuration.
   • Customize: Override values for this specific lead.
   • Required fields: Some variables may be mandatory for campaign logic.

Secondary Contacts

When to Use

• Decision Makers: Multiple stakeholders to reach.
• Backup Numbers: Mobile, office, home.
• Department Contacts: Different teams in one company.
• Time-Based: Different numbers preferred at different times.

Setup Steps

1. Click Add Secondary Contact.
2. Enter the additional phone number (E.164 format).
3. Set variables specific to this contact (if needed).
4. Check the order — contacts are attempted in the listed order.

Required & Optional Columns

Use a UTF-8 CSV. Headers are case-sensitive.

• Required: phone_number — primary contact in E.164 (e.g., +14155550123).
• Optional (examples): customer_name, company, preferences, last_interaction, budget_range, secondary_phone_1, secondary_phone_2, …

For bulk secondary contacts, either add multiple secondary_phone_# columns or upload separate rows referencing the same lead ID (if supported in your workspace).

Validation Tips

• Ensure numbers are E.164 (no spaces/dashes/parentheses).
• Keep headers consistent: phone_number must be exactly that.
• Escape commas inside values with quotes.
• Limit massive uploads to batches that fit your credit limits.