Lead Management Guide

ICTContact has a built-in lead management system that works alongside your campaigns. You can track leads through your sales pipeline, assign them to agents, and monitor their status from first contact to conversion.

Lead vs Contact — What’s the Difference?

	Lead	Contact
Purpose	Unqualified prospect in the sales pipeline	Known contact for campaign calling
Has Status	Yes — New, Processed, Converted, etc.	No pipeline status
Has Role	Yes — Sales Person, Decision Maker, etc.	No role assignment
Used In	Sales pipeline, Deals, Quotes	Voice/SMS/Email campaigns

Lead Groups

Before adding leads, create a Lead Group to organize them. Go to Lead Groups in the navigation menu.

1. Click Add new
2. Enter a group name (e.g., “Q2 Outbound Prospects”, “Enterprise Accounts”)
3. Save

Lead groups let you assign a batch of leads to a specific campaign or agent team.

Adding a New Lead

1. Go to Leads in the navigation
2. Click Add new
3. Fill in: First Name, Last Name, Phone, Email, Company, Role, Lead Group
4. Set initial Status to “New”
5. Click Save

Importing Leads in Bulk

1. Prepare a CSV file with columns: first_name, last_name, phone, email, company
2. Click Import (top right on the Leads page)
3. Upload your CSV and map columns
4. Select the Lead Group to import into
5. Click Import

Lead Status Values

Status	Meaning
New	Just added, not yet contacted
Processed	Agent has made contact
Interested	Lead expressed interest
Converted	Lead became a customer or closed deal
Not Interested	Lead declined
Callback	Lead requested a callback at a specific time

DNC Leads (Do Not Call)

Go to DNC Lead to manage your Do Not Call list. Any number added here will be automatically skipped by all campaigns. You can add numbers manually or import a CSV. Always keep this list updated to stay compliant with telemarketing regulations.

Related: Contacts Guide | Sales & CRM Guide | Full User Guide