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Creating a new lead

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Basic information

  1. Phone number — Enter the primary contact number in international format (e.g., +14155551234).
  2. Campaign assignment — Select the campaign this lead belongs to.
  3. Status — Automatically set to “Created” for all new leads.
Use international format without spaces or parentheses for phone numbers: +1234567890. This format is required for automation and file imports.

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Variable setup

When you select a campaign, the lead inherits the default variables configured on the assistant:
  • Pre-filled values — The assistant’s default variable values appear in the form automatically.
  • Customisation — Override any value to personalise it for this specific lead.
  • Required fields — Some variables may be marked as required for the campaign to function correctly.
Common variable types: 
{
  "customer_name": "Sarah Johnson",
  "company": "TechStart Solutions",
  "last_interaction": "Requested demo of premium features",
  "preferred_contact_time": "Afternoon EST",
  "industry": "Software Development"
}

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Adding secondary contacts

Secondary contacts are additional phone numbers for the same lead. Add them when you have multiple ways to reach someone. When to use secondary contacts:
  • Multiple decision-makers at the same company
  • Mobile, office, and home numbers for the same person
  • Department-specific contacts within the same business
  • Numbers that are more reachable at different times
How to add them:
  1. Click Add Secondary Contact in the lead form.
  2. Enter the phone number for the additional contact.
  3. Optionally set contact-specific variables (for example, a different name and role if this is a different person).
  4. Repeat for additional contacts.
The campaign calls contacts in the order you add them. Put the most likely-to-answer number first.
Example — Multiple decision-makers: 
// Primary: CEO
{
  "contact_name": "John Smith",
  "role": "CEO",
  "decision_authority": "Final approval"
}

// Secondary: CTO
{
  "contact_name": "Jane Doe",
  "role": "CTO",
  "decision_authority": "Technical decisions"
}

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Editing existing leads

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Updating lead information

  • Phone number — Update if contact details change.
  • Campaign — Move the lead to a different campaign if needed.
  • Status — Manually change status to control campaign behaviour.

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Managing variables

  • Update existing variable values as new information becomes available.
  • Add new variables to give the AI more context.
  • Remove variables that are outdated or no longer relevant.
If you move a lead to a different campaign, make sure the variables you have set match the new assistant’s configuration.

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Managing secondary contacts

  • Add contacts — Include additional phone numbers at any time.
  • Remove contacts — Delete invalid or unnecessary numbers.
  • Reorder contacts — Change the calling priority order.
  • Update variables — Modify contact-specific information.

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Lead status management

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Automatic status transitions

Statuses update automatically as the campaign runs:
TransitionWhen it happens
Created → ProcessingCampaign starts a call attempt
Processing → CompletedCall succeeds or goal is achieved
Processing → RescheduledCall needs to be retried
Rescheduled → Max RetriesRetry limit is reached

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Manual status control

You can override lead status when needed: Reset to “Created” — Puts the lead back in the campaign queue for another call attempt.
  • Use when a lead has requested a callback at a specific time.
  • The lead will rejoin the queue and respect campaign retry limits.
Set to “Completed” — Removes the lead from the active calling queue.
  • Use when the goal was achieved through another channel (e.g., email or in-person).
  • The campaign will not call this lead again automatically.
Other manual status options:
  • Scheduled — Queue for the next retry attempt
  • Max Retries — Manually mark the lead as exhausted
  • Rescheduled — Reset the retry timer
Use manual status changes sparingly. Letting the campaign automation manage status updates results in more consistent behaviour.

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Bulk operations

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Bulk delete

  1. Filter leads using the table filters to select the right group.
  2. Check the boxes for the leads you want to delete.
  3. Choose Delete from the bulk actions menu.
  4. Confirm before the deletion is applied.

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Bulk export

Export lead data for external processing or analysis:
  1. Apply filters (by campaign, status, date range, etc.).
  2. Choose which columns to include in the export.
  3. Optionally include secondary contact data.
  4. Download the CSV file.

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Organising leads

Use the table filters, sort controls, and search bar to organise leads by:
  • Campaign assignment
  • Status
  • Date range
  • Variable content

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Best practices

  • Phone format — Always use international format without spaces: +1234567890
  • Variable naming — Use consistent, descriptive variable names across leads
  • Secondary contact order — List the most reachable number first
  • No duplicates — Avoid adding the same phone number as both primary and secondary
  • Data accuracy — Keep contact information current and remove leads that are no longer valid
  • Privacy — Follow applicable data protection requirements for storing contact data

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Next steps