Leads Issues

Quick solutions for common lead management problems and import issues.

Lead Import Issues

Import Fails Completely

Error: "Import failed" or "File format not supported"

Solutions:

1. Check file format: Use CSV or Excel files only
2. Verify campaign selection: Ensure a campaign is selected for import
3. File size limits: Keep files under 10MB for optimal performance
4. Encoding issues: Save CSV with UTF-8 encoding

No Leads Imported

Issue: Import completes but no leads appear

Solutions:

1. Column mapping: Verify you mapped the phone number column during import
2. Data validation: Check that phone numbers are in correct format
3. Empty rows: Remove empty rows from file
4. Required fields: Ensure phone number column contains valid data
5. File headers: Ensure your CSV/Excel has a header row (any names work)

Partial Import Success

Issue: Some leads imported, others failed

Solutions:

1. Download error report: Check failed rows for specific issues
2. Phone number format: Ensure international format (+1234567890)
3. Duplicate detection: Remove duplicate phone numbers
4. Invalid data: Fix malformed phone numbers or missing required data

Processing Delays

Issue: Import shows as processing for extended time

Explanation:

• Large files are processed in background
• Processing time increases with file size
• System queues multiple imports

Solutions:

1. Wait for completion: Check notifications for updates
2. Break up large files: Split into smaller batches (500-1000 leads)
3. Contact support: If processing exceeds 30 minutes

Lead Management Issues

Lead Not Appearing in Campaign

Issue: Imported lead doesn't show in campaign

Check:

• Lead status (should be "Created" or "Scheduled")
• Campaign filters or search settings
• Lead marked as completed accidentally

Solutions:

1. Reset lead status: Change status to "Created" to re-queue
2. Verify campaign assignment: Check lead is assigned to correct campaign
3. Refresh interface: Reload campaign page

Invalid Phone Numbers

Issue: Phone numbers rejected during import

Common formats:

• Correct: +1234567890 (international format)
• Incorrect: (123) 456-7890, 123-456-7890, 1234567890

Solutions:

1. Standardize format: Convert all numbers to +1234567890 format
2. Remove formatting: Strip spaces, parentheses, dashes
3. Country codes: Add appropriate country code prefix
4. Validation tools: Use phone validation before import

Duplicate Leads

Issue: Same person appears multiple times

Prevention:

1. Data cleanup: Remove duplicates before import
2. Phone validation: Check for format variations of same number
3. Name matching: Identify potential duplicates by name + phone
4. Lead deduplication: Use tools to identify similar entries

Secondary Contacts Not Working

Issue: Secondary contacts not being called

Requirements:

• Secondary contact must have valid phone number
• Primary contact must reach max retries first
• Campaign must be configured for secondary contacts

Solutions:

1. Verify setup: Check secondary contact configuration
2. Lead status: Ensure primary contact has been attempted
3. Campaign settings: Confirm secondary contact calling is enabled

Variable and Data Issues

Variable Mapping Errors

Issue: Custom variables not importing correctly

Solutions:

1. Column mapping: Ensure you correctly mapped each variable to its column during import
2. Auto-detection: System auto-detects mappings based on common column names
3. Data types: Ensure data matches expected variable types
4. Required variables: Map all variables defined in assistant configuration
5. Default values: Unmapped variables will use assistant's default values

Missing Lead Information

Issue: Leads missing names, emails, or custom data

Solutions:

1. Column mapping: Verify all columns are mapped correctly
2. Optional fields: Confirm optional fields are included in import
3. Data validation: Check source data for completeness
4. Re-import: Add missing data and re-import if needed

Campaign Integration Issues

Lead Status Problems

Issue: Leads stuck in wrong status

Status meanings:

• Created: Ready to be called
• Scheduled: Queued for next attempt
• Processing: Currently being called
• Completed: Finished or goal achieved
• Max Retries: Reached retry limit

Solutions:

1. Manual status change: Update status in leads table
2. Campaign restart: Pause and restart campaign if needed
3. Retry settings: Adjust max retries or intervals

Variable Inheritance Issues

Issue: Lead variables not working in calls

Solutions:

1. Assistant setup: Verify variables defined in assistant settings
2. Variable names: Ensure exact match between lead data and assistant variables
3. Data format: Check variable data is in expected format
4. Test calls: Use manual test calls to verify variable passing

File Format Issues

CSV Problems

Common issues:

• Wrong delimiter (use comma, not semicolon)
• Missing headers in first row
• Quoted fields with unescaped quotes
• Mixed encoding (use UTF-8)

Solutions:

1. Standard format: Use comma-separated values
2. Headers required: First row must contain column names
3. Text qualification: Use double quotes for text fields
4. Encoding: Save as UTF-8 encoded CSV

Excel Problems

Common issues:

• Multiple sheets (only first sheet imported)
• Merged cells causing data misalignment
• Formulas instead of values
• Hidden characters or formatting

Solutions:

1. Single sheet: Use only first worksheet
2. Unmerge cells: Separate merged cells
3. Values only: Convert formulas to values
4. Clean format: Remove special formatting

Getting Help

Before Contacting Support

1. Download error report: Review specific error messages
2. Check file format: Verify CSV/Excel format compliance
3. Test small batch: Try importing 5-10 leads first
4. Review documentation: Check import requirements

Information to Provide

• Error messages received
• Sample of import file (with sensitive data removed)
• Campaign settings and requirements
• Expected vs actual behavior
• Assistant variable configuration