---
title: Lead Management in Process
slug: contact-center/lead-management-in-process
docTags: 
createdAt: 2025-11-03T06:14:21.973Z
---

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

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

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/zrKOa_KgIWu2gLA_95XTv-20260729-061216.png" size="90" width="1358" height="646" position="center" caption="Figure: Manage Leads" darkWidth="1358" darkHeight="646" showCaption="true"}

## Creating a Lead

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

1. Click **Create Lead**. A pop-up window appears prompting you to enter lead details.
2. Provide the following information:
   - **Lead Name**
   - **Time Zone**
   - **Lead Owner**
   - **Description**

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/OCSU52kePAOMTd6gIS1LT-20260729-061220.png" size="90" width="609" height="320" position="center" caption="Figure: Create a Lead" darkWidth="609" darkHeight="320" showCaption="true"}

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

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

## Editing a Lead

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

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/nRP5Hbg_crTwqG7yymK4L-20260729-061221.png" size="90" width="610" height="320" position="center" caption="Figure: Edit the Lead" darkWidth="610" darkHeight="320" showCaption="true"}

2. Update any of the following fields:(The **Process Name** cannot be changed.)
   - Lead Name
   - Time Zone
   - Lead Owner
   - Description
3. Click **Save** to confirm or **Cancel** to discard changes.

## Deleting a Lead

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

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2. Click **Yes** to confirm, or **No** to cancel.

:::BlockQuote
**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**.

:::BlockQuote
**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

1. Select the lead in which the data should be uploaded.
2. Click **Upload CSV**. The **Upload CSV** pop-up appears.

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

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/PSpJBbZYsdI0Dkds3y8XG-20260729-061219.png" size="90" width="611" height="369" position="center" caption="Figure: Select CSV file" darkWidth="611" darkHeight="369" showCaption="true"}

4. Configure the following options before uploading:**Upload Parameters**
   - **Update Duplicate Records**Updates 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 List**Moves 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

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/9NQtieHSwqNLJ7FZQmYWP-20260729-061218.png" size="90" width="523" height="549" position="center" caption="Figure: Mapping of Column Headers" darkWidth="523" darkHeight="549" showCaption="true"}

5. Click **Save** to upload or **Cancel** to abort.

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

:::BlockQuote
**Figure: Churn Records Option**
:::

## Adding a Contact Manually

Supervisors can manually add individual contacts to a lead.

1. Select the desired lead and click 

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/ZSW6qVnAzUVxCdfrfmWZK-20260729-061217.png" size="90" width="523" height="507" position="center" caption="Figure: Add a Contact" darkWidth="523" darkHeight="507" showCaption="true"}

2. Enter the following details as required:
   - Name
   - Email
   - Phone Numbers (up to 5)
   - Twitter or other contact fields
3. 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.

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

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/qDMUlBfsVHYviQWRSjpeh-20260729-061222.png" size="90" width="1264" height="527" position="center" caption="Figure: Assign or Un-assign Campaigns" darkWidth="1264" darkHeight="527" showCaption="true"}

2. In the **Available** section:
   - Select one or multiple campaigns using checkboxes.
   - Click the **right-arrow (→)** icon to assign.
3. 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:

1. Create a new lead and upload contacts to it.
2. Assign the lead to at least one campaign.
3. **Enable** the lead.
4. Go to **Manage Lead → Enable Lead** at the campaign level.
5. 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. |