Create and manage contact in Leadgains

Brief overview

A contact is the basis for conversations, appointments, opportunities and follow-up in Leadgains. Only create a new contact manually if you are sure that this person does not yet exist.

After creating, check the information in the contact detail window. Pay particular attention to telephone number, email address, contact type and DND, because these determine which channels someone can still receive communication through.

Only delete a contact when you are sure that the record really can be deleted. With STOP, DND or regular follow-up, leave the contact as normal and use the appropriate opt-out or follow-up action.

Video explanation

View the walkthrough if you want to see the complete process in the system.

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Step-by-step plan

Step 1 - Open Contacts and click Add Contact

In the left navigation, go to Contacts. Then click at the top right Add Contact. A side panel will open where you can enter the new contact.

Open Contacts via the left navigation and then click Add Contact — Open Contacts on the left and start a new contact via Add Contact at the top right.

Step 2 - Fill in the contact details

Fill in the available data: First name, Last name, Email and Phone. Choose at Contact type what this person is, for example lead, existing member, former member or staff. You do not have to enter the time zone.

At the bottom you can set DND. DND means Do Not Disturb. This excludes someone from communication via all channels or via specific channels, such as e-mail, text messages, calls & voicemail, WhatsApp or inbound calls and SMS.

Add Contact side panel with phone contact type name and DND channels — Fill in the basic details and only enable DND for channels on which the person should not be contacted.

For example, if someone has indicated that they do not want to receive emails, check the box Email to DND. That person will then not receive emails from email campaigns.

Step 3 - Check and save the data

After creating you can still adjust the data in the left contact panel. Check name, telephone number and email address. Click Save when you have made changes, so that the data is saved.

Contact Details with fields for first name last name phone number and email — Adjust details in the left contact panel and save changes with Save.

Step 4 - Check DND in the contact detail window

In the contact detail window, open the tab DND. There you can see whether DND is enabled for all channels or for a specific channel. If you want this test contact to be able to receive emails again, check this box Email back out.

Changes to DND also appear in the conversation timeline. So you can see that DND was first enabled and then disabled again.

DND tab with channels and conversation timeline with DND enabled and disabled notifications — The DND tab shows what is blocked per channel; the timeline shows when DND was modified.

Step 5 - Send an SMS from the conversation if necessary

If you want to send a message, use the text box at the bottom of the conversation timeline. First check that the correct channel is selected. This example states SMS selected.

Type your message in the text box and click the send button. You can choose to send the message later via the arrow next to the send button.

Conversation timeline with SMS channel selected and submit button at the bottom — Use the SMS channel at the bottom to send a message immediately or later.

Delete contact

These steps are also stated separately in the SOP Delete contact in Leadgains.

Deletion is intended for situations in which a contact record really needs to be deleted, for example an incorrect test contact or an incorrectly created duplicate. Do not use delete to process an unsubscribe or to stop follow-up.

When deleted, linked components such as conversations, notes, opportunities, tasks, appointments, and active workflows may disappear or stop. Therefore, always first check whether you have selected the correct contact.

Step 1 - Select the correct contact

Go to Contacts and check the contact you want to delete to the left of the name. Check carefully that you have selected the correct row.

Use the delete button after a contact has been selected — First select the correct contact and only use Delete when you are sure that the contact can be deleted.

Step 2 - Confirm the deletion

Type DELETE in the confirmation window and click again Delete. The contact is then deleted.

Confirm deletion by typing DELETE — Type DELETE to confirm that you really want to delete this contact.

Common problems

I don't see Add Contact.

Check if you're in Contacts and whether you have sufficient rights to create contacts. If the button is missing, ask an administrator to check your rights.

The contact already exists.

If the contact already exists, you cannot create a duplicate contact with the same phone number or email address. Then adjust the data to the existing contact.

A contact will not receive any emails or SMSs.

Check the DND tab. If DND is enabled for email, text messaging, or WhatsApp, communication through that channel will be blocked.

My change is not saved.

Check required fields, error messages and the format of email address or telephone number. Click Save before clicking away.

I can't send SMS.

Check if the contact has a valid phone number, or SMS is selected in the text box and whether DND for text messages is not enabled.

Should I delete a contact if someone no longer wants messages?

No. In the case of a real unsubscription, you leave the contact open and respect DND/opt-out. If you only want to stop follow-up without opting out, use Remove Follow Up.