Inside a lead
A lead includes contact identity, acquisition source, current pipeline/stage, organization-defined attributes, notes, calls, reminders and related conversation context. Associated bookings and sales documents use the lead's stable CRM identity.
Update lead information
- Find the lead on the CRM Dashboard, or follow View in CRM from an associated conversation or call.
- Open its detail panel and review the correct phone, pipeline, stage and source.
- Edit authorized name, email or custom attributes; use the note action for free-form observations.
- Save the record and confirm the saved value is visible after reopening.
- Use the activity timeline to verify actions and follow-up dates.
Conversation-linked details
The channel inbox may show the linked lead and its history. Instagram conversations can exist before a phone number is known; do not invent a phone number simply to create a lead. Distinguish automated extraction from information explicitly confirmed by the customer.
Safe handling
- Avoid putting passwords, OTPs, payment card data or private connection tokens into notes.
- Before merging or reusing a contact, check organization scope and normalized phone identity.
- Do not assume a WhatsApp message was delivered merely because its text appears in the application.
Troubleshooting
If attributes do not save, check field type/options and role permissions. If a conversation is not linked, check channel account, tenant and phone/participant match. See Custom attributes.