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Overview

The Leads page is your agent’s contact list. Every person who starts a conversation gets a row the moment the agent learns a phone number or an email address — before that they’re just an anonymous visitor, so they stay out of the table. Each agent has its own leads and its own columns, because each agent usually sells something different.

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Columns

These columns are built in and always available: Add your own columns for anything else you track — Company, Budget, Region, Renewal date.
1

Open the column editor

Click Columns above the table.
2

Add a column

Give it a name and pick a type: Text, Number, Email, Phone, Date, or Choice. A Choice column takes a list of allowed options.
3

Reorder or hide

Drag columns into the order you want. Use the visibility control to hide columns you don’t need — that’s your own preference and doesn’t affect teammates.
Adding, renaming, deleting and reordering columns requires agent admin access, because the column set is shared by everyone working on that agent. Any agent member can edit lead values and change which columns they personally see.
Deleting a column doesn’t delete the data behind it. Add the column again with the same name and the values reappear.

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Tags

Tags are free-form labels — “enterprise”, “needs-follow-up”, “trade show” — that any agent member can add or remove. Start typing and the editor suggests tags already in use on this agent, which is what keeps a team from ending up with four spellings of the same word. Tags are usually written on the conversation, in the details panel next to the transcript, but the two stay in step either way: what you set there appears here, what you set here appears there, and removing a tag in either place removes it from both. If a contact has written to you more than once, a tag you add here lands on all of their conversations — it describes the person, not one exchange. A lead can carry up to 20 tags.

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Changing a column’s type

Switching a column to Number or Date only works if the values already stored in it fit the new type. If some don’t, you’ll be told how many are in the way — clear those first, or keep the current type. Nothing is discarded on your behalf. Dates are stored as YYYY-MM-DD. That’s what the date picker produces, and it’s what makes a Date column sort chronologically rather than alphabetically.

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Searching and filtering

The search box matches names, emails, phone numbers, your own column values, and the lead source. Filters are per column, and the conditions depend on the column type:
  • Text, Email, Phone — contains, is, is empty, is not empty
  • Number, Date — is, greater than, less than, is empty, is not empty
  • Choice — is, is any of, is empty, is not empty
  • Tags — is any of, has all of, is empty, is not empty
Filters and search live in the page URL, so a filtered view can be bookmarked or shared with a teammate and it will look the same for them.
The search box doesn’t match tags — use the Tags filter instead, which matches whole tags rather than fragments of them.

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Editing leads

Click any cell to open the lead with that field ready to edit. Changes save automatically when you leave a field or press Enter; press Escape to undo a change you haven’t saved yet. The panel stays open while you click other rows, so you can work through several leads in a row. With the keyboard, use the arrow keys to move between cells and Enter to open one. Changes to name, email and phone also update the matching conversations, so the Conversations page shows the corrected details too.
A WhatsApp lead’s phone number can’t be changed — the number is the routing key for incoming messages, so editing it would break the conversation thread.

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Starting a WhatsApp conversation

Leads you imported, received through the API, or who only wrote on your website haven’t heard from you on WhatsApp yet. Open the lead and click Start WhatsApp conversation:
1

Pick a template

Conversations opens with a draft for the lead. Choose the number to send from (if the agent has several) and an approved template. Variables whose name matches a lead column — first_name, email, a custom column’s key — are filled in for you and can be edited.
2

Choose who answers

AI answers replies is on by default, so the agent takes over as soon as the lead replies. Turn it off to answer yourself.
3

Send

The conversation appears in the list once WhatsApp accepts the message.
The lead needs a phone number with a country code (+49…). Starting a conversation counts as one lead on your plan, like any other new contact, and is not possible once this month’s limit is reached. If Automatic Contact or a campaign still had a message queued for the lead, yours replaces it.

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Bulk editing

Select rows with the checkboxes, then use Bulk edit to apply the same change to all of them.
  • Only fill empty values — leaves existing values alone. The safe default.
  • Overwrite all — replaces what’s there. You’ll see exactly how many values would be replaced, and have to confirm before anything is applied.
Phone and email are excluded from bulk editing: they identify the lead, and one value across many rows would collide. Tags have their own actions, because a lead holds several at once: Add tags joins them to whatever is already there, Remove tags takes only those away, and Clear empties the column. Only the last two ask you to confirm — adding a tag can’t overwrite anything. Select all matching extends a selection beyond the current page to everything the current filters match, up to 1,000 leads. If there are more matches than that, the selection bar says so.

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Deleting leads

Deleting removes the contact record. It does not delete conversations, and it does not free up plan quota — usage is counted per person engaged, once, and stays counted whether or not you keep the contact afterwards. That count is per person, not per conversation or per channel. Someone who chats on your website and later messages the same number on WhatsApp counts once. So does someone you delete and who then comes back. Deleting requires agent admin access.