Lead Management in Process

13 min

The Lead Management section allows Supervisors to create, edit, delete, upload, and assign leads to campaigns within a specific process.

Navigation Path: Sidebar → Process Settings → Manage Lead Note: Leads created or uploaded under one process are not shared with any other process.

Figure: Manage Leads

Creating a Lead

Supervisors can create new leads at the process level (not at the campaign level).

Click Create Lead. A pop-up window appears prompting you to enter lead details.

Provide the following information:

Lead Name

Time Zone

Lead Owner

Description

Figure: Create a Lead

Click Save to create the lead, or Cancel to discard changes.

Note: Multiple leads can be created within a single process.

Editing a Lead

Select the desired lead and click Edit.The Edit Lead modal appears.

Figure: Edit the Lead

Update any of the following fields:(The Process Name cannot be changed.)

Lead Name

Time Zone

Lead Owner

Description

Click Save to confirm or Cancel to discard changes.

Deleting a Lead

Select the lead to delete and click the Delete (🗑) icon.A confirmation dialog appears.

Click Yes to confirm, or No to cancel.

Caution: Deleted leads cannot be restored.

Enabling or Disabling a Lead

To disable an active lead, click the green toggle switch.

To enable a disabled lead, click the gray toggle switch.

This allows Supervisors to temporarily deactivate leads without deleting them.

Uploading Leads via CSV

Supervisors can bulk upload contacts into leads using a CSV file.

Recommendation: Use a CSV file that follows the same field order and schema as defined by the Administrator under: Console → System Configuration → Table → Table Definition

This ensures data integrity and smooth import.

CSV File Rules

Follow the defined Character Type, Nullable, Unique Key, and Primary Key configurations.

Ensure data formatting matches the field types set by the administrator.

Steps to Upload a CSV File

Select the lead in which the data should be uploaded.

Click Upload CSV. The Upload CSV pop-up appears.

Figure: Upload Lead (Numbers) through a CSV file

Click Choose File, select the desired CSV from your disk, and click Open.

Figure: Select CSV file

Configure the following options before uploading:Upload Parameters

Update Duplicate RecordsUpdates existing entries (if the same contact already exists) with new details.

If duplicate exists in a different lead → updates that lead only.

If duplicate exists in the same lead → record is updated, not duplicated.

Migrate Duplicate to Chosen ListMoves duplicates from other leads of the same campaign into the new lead, carrying updated information.

Provide Header Mapping Map CSV headers to lead attributes like:Phone1, Phone2, Phone3, Phone4, Phone5, Timezone, Name

Figure: Mapping of Column Headers

Click Save to upload or Cancel to abort.

Tip: Enable the “Churn Records” option while uploading to process existing records as per churn logic.

Figure: Churn Records Option

Adding a Contact Manually

Supervisors can manually add individual contacts to a lead.

Select the desired lead and click

Figure: Add a Contact

Enter the following details as required:

Name

Phone Numbers (up to 5)

Twitter or other contact fields

Click Save to confirm, or Cancel to discard.

Assigning or Unassigning Leads to Campaigns

Leads must be assigned to campaigns before they can be used for calling or interactions.

Select a lead. The associated campaigns list appears on the right side.

Figure: Assign or Un-assign Campaigns

In the Available section:

Select one or multiple campaigns using checkboxes.

Click the right-arrow (→) icon to assign.

Click Apply to save changes.

To unassign, select campaigns in the Assigned section and click the left-arrow (←) icon.

Click Apply again to confirm.

Special Case:

Handling Blank “Name” Fields

If the Name field in the Data Table Definition is:

Optional, and

Configured as Unique,

previously, leads with blank customer names might fail to upload for duplicate validation.

This issue has been resolved - now, leads with blank names upload successfully even if the field is marked unique.

Unassigned Lead Behavior

If a lead is unassigned from a campaign:

The STATE of its customers is lost.

The data becomes unavailable in the campaign view.

The lead’s records will no longer appear in campaign-level reports.

Making New Leads Visible in Manage Contacts & Dashboard

To ensure new leads and uploaded contacts appear in both Manage Contacts and Dashboard, follow these steps:

Create a new lead and upload contacts to it.

Assign the lead to at least one campaign.

Enable the lead.

Go to Manage Lead → Enable Lead at the campaign level.

Navigate to Manage Contacts under Lead Management and perform a Churn without applying any filter.

The uploaded contacts will now be visible on both:

Manage Contacts Screen, and

Dashboard Screen.

✅ Summary Table

Action	Description
Create Lead	Add new leads at the process level.
Edit/Delete Lead	Update lead details or remove unwanted ones.
Enable/Disable	Temporarily activate or deactivate a lead.
Upload CSV	Import multiple contacts at once using CSV.
Add Contact	Manually add a single contact to a lead.
Assign/Unassign Campaigns	Link or unlink leads with specific campaigns.
Header Mapping	Map CSV headers to process table definitions.
Churn Records	Refresh or reprocess contact data during upload.

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