Manage lead lists

A lead list is the set of people a client’s outbound campaign calls. This guide shows you how to upload leads from a spreadsheet, check them, keep them tidy and export them, so every campaign starts with clean, ready-to-call data.

From spreadsheet to campaign

Pause

You
Download the template
A CSV with the columns the bundle needs.
You
Fill in and upload
One row per lead, phone numbers as text.
Voice AI Portal
Matches your columns
Each column is matched to a template variable.
You
Choose duplicate handling
Skip them, update them, or stop the upload.
Voice AI Portal
Adds the leads to the list
Ready to pick in the campaign builder.

Before you begin

Outbound calling on for the client, with at least one bundle. See Configure outbound calling.
A call template on that bundle. Its variables decide the columns your file needs. See Create an outbound calling template.
Your leads in a spreadsheet, saved as CSV, with the phone column formatted as text so numbers keep every digit.

Open lead lists

Inside the client, select Lead Lists under Outbound in the sidebar. The section shows once outbound calling is on, to you and to the client’s users, with how many leads are used against your plan’s limit.

The Lead lists page shows Total lists, Total leads, Active campaigns and Recent uploads (last 7 days), a search box and a Grid or Table view. The table has these columns:

Column	What it shows
Name	The list name. Select the row to open the list.
Description	The description, if you added one.
Bundle	The bundle (calling setup) the list was made for. Campaigns using that bundle can pick the list.
Leads	How many leads the list holds.
Status	Active or Archived.
Created	When the list was made.
Template	Select Template to download a CSV with that bundle’s column headers.

The menu on each row has View leads, Upload more, Edit, Archive (or Unarchive) and Delete.

Upload a new list

Start the upload

On Lead lists, select Create new list. The Upload your contacts window opens.
Name the list and pick the bundle

Choose Create new contact list, enter a List name and an optional description. Under Bundle, select the bundle the list is for. The window shows the columns that bundle needs; “Highlighted columns are required.”
Add your leads

Drop a .csv file of up to 5 MB and 10,000 rows, or browse for it. Or paste spreadsheet rows, including the header row, into Or paste spreadsheet rows. Need the right headers? Select Download template. Check the Preview of the first rows, then select Continue.
Check the column matching

Under Match your contacts to campaign fields, each CSV column is matched to a Campaign field: “We auto-matched your columns. Edit names or mappings if anything looks off.” When one of the client’s CSV presets fits the file, the window says which one it used, for example “Columns matched with the “Standard leads” CSV preset.” Select Edit mapping to rename a column or change its field. When every column lines up you see All required fields are mapped. Select Continue.
Choose duplicate handling

Under Duplicates, choose Skip duplicates (“Keep existing leads unchanged.”), Update existing leads (“Overwrite matching leads with the new values.”) or Abort upload (“Stop if any duplicate is found.”).
Select Upload leads

The Confirmation step shows how many leads were Inserted, Updated and Skipped, and any Errors. Select Close.

To add leads to a list you already have, select Upload more in its row menu, or Upload leads inside the list. The window opens on Add to existing list with the list’s bundle already chosen. Archived lists don’t take new leads; unarchive the list first.

How columns are matched

When the bundle’s template has variables, the file’s columns must match them: same names, each column once, no extras. Names are matched without regard to capitals, and spaces count as underscores, so First Name matches first_name. If something differs, the window lists Missing columns, Unexpected columns or Duplicate columns; rename the column with Edit mapping, or fix the file and upload it again.

CSV presets save you matching the same columns again and again. A preset maps the column names your files use, such as Mobile or Customer, to lead fields. Owners and admins set them up in the client’s Client settings, under CSV presets, once outbound calling is on. When a file is uploaded, the portal applies the active preset that matches the most of its columns, tells you which preset it used, and you can still change any match. With a bundle template, a preset only fills in the template’s own columns, so the template checks still pass. Turn Preset active off on a preset to leave it out of uploads.

Each lead needs a phone number. The name, phone and email columns fill those details; every other column becomes a custom variable on the lead. Custom variables are passed to the agent on each call, filling the matching {{variable}} placeholders in its prompt.

Phone numbers

Write numbers in international format, such as +447700900123. The portal also accepts:

You enter	The portal reads it as
Digits with the country code but no `+`, such as `447700900123`	`+447700900123`
A number starting `00` or `011`, such as `00447700900123`	`+447700900123`
A 10-digit number with no country code, such as `4155551234`	A US or Canadian number: `+14155551234`

Numbers in a national format, such as 07700 900123, are flagged as invalid: add the country code. The window lists the row numbers to fix, and you can continue once they are fixed.

Duplicates

A lead counts as a duplicate when its phone number or email is already on a lead for this client.

Choice	What happens to a duplicate
Skip duplicates	The existing lead is kept as it is. If it isn’t in any list, it is added to this one.
Update existing leads	The existing lead takes the new name, phone, email and custom variables, and moves to this list. A Bounced lead with a new phone number goes back to Active, so it can be called. A Do not call lead stays do not call.
Abort upload	Nothing is written. If any row matches a lead already on file, the whole upload stops and the window reads “Upload stopped: … No leads were added.”, so you can check the file first.

If no leads were added, the window explains why. This usually means every row was a duplicate or failed a check: try Update existing leads.

Error rows

When rows fail a check, the confirmation shows how many and offers Download errors CSV. It lists each failed row with the field, the message and the value, so you can fix those rows and upload them again.

Uploads per hour

Each client can take up to 10 lead files an hour, and one file can hold up to 10,000 rows, so a single upload can fill a whole list. If you see “You can upload up to 10 lead files an hour for this client. Try again later.”, wait a little, then use Upload more on the list. A new list is still created when this happens, ready for its leads.

Your plan also sets how many leads each client can hold. The usage meter on Lead lists shows how many are used.

Review and edit a list

Open a list from Lead lists, or select View leads in its row menu. The page shows the list’s lead counts, then its leads 100 to a page with their Name, Phone, Email, Status and Custom variables.

To	Do this
Find a lead	Type in Search by name, phone, or email.
Show leads by status	Choose a status in the filter, or All statuses.
Rename the list or change its description	Select Edit, then Save changes.
Stop calling some leads	Tick them and select Mark do not call. “Marked do not call. These leads won’t be called.”
Let leads be called again	Tick leads marked Do not call or Bounced and select Allow calls. They go back to Active. This is for your agency team: client users can mark leads do not call, and only your agency can allow calls again.
Remove leads	Tick them and select Delete selected.
Stop using the list	Select Archive. An archived list is kept with its leads; select Unarchive to use it again.
Download leads	Select Export CSV. See Export a list.

Lead statuses

Every uploaded lead starts as Active. As campaigns work through a list, each lead’s status shows what last happened:

Status	What it means	Can campaigns call it?
Active	Not called yet	Yes
Called	The lead was called, whether or not they answered	Yes, for example by another campaign that uses the list, or on a rerun
Failed	The last call could not be placed	Yes
Bounced	The number can’t be dialled, for example it is not a valid phone number	No
Do not call	You marked the lead do not call	No

Do not call and Bounced leads are never dialled, retried or called back by any campaign. Marking a lead do not call takes effect straight away, including for campaigns that are already running.

The counts at the top show Total leads, Active, Do not call and Already worked (called, failed or bounced). Filter by any status to see those leads.

Export a list

Inside a list, select Export CSV. It downloads every lead that matches your current search and status filter, across all pages, in a file named after the list. Each row has the lead’s Name, Phone, Email, Status and Added date, then one column for each custom variable. Filter first to export just the leads you need, for example only Active leads.

Delete a list

Select Delete in the list’s row menu, tick I understand this action is permanent., then select Delete. The list is removed and its leads stay in the client’s account without a list. A list that an active campaign uses can’t be deleted: remove it from the campaign first.

Troubleshooting

Problem	What to do
Missing columns or Unexpected columns	The file’s headers must match the bundle’s template. Select Download template, or rename columns with Edit mapping.
“rows have invalid phone numbers”	Add the country code to the listed rows, for example `+44`. In your spreadsheet, format the phone column as text before saving to CSV.
“You can upload up to 10 lead files an hour for this client. Try again later.”	Wait a little, then select Upload more on the list. Keep each list’s leads in one file.
“Upload stopped: … No leads were added.”	You chose Abort upload and some rows match leads already on file. Choose Skip duplicates or Update existing leads, or remove those rows.
The columns were matched differently from what you expected	A CSV preset was applied. Check the matches before uploading and change any with Edit mapping, or edit the preset in Client settings.
“Lead limit exceeded”	The client has reached your plan’s lead limit. Delete leads you no longer need, or upgrade from Platform subscription.
“Cannot upload to an archived list”	Select Unarchive on the list, then upload.
“This list name is already in use.”	Choose a different name, or add the leads to the existing list with Upload more.
“No bundles are assigned to this account yet.”	Create a bundle in Client settings, under Outbound calling. See Configure outbound calling.
“Cannot delete list assigned to active campaigns. Remove from campaigns first.”	Remove the list from the campaign, or wait until the campaign ends, then delete it.