Quickstart: Lead Templates

Before you start

• In most cases, you must create a lead template before uploading leads.
• Decide whether you’ll start from a CSV file or a blank template.

Best practice:

Start with a master template containing all fields your company uses, then create template views—filtered versions containing only the fields needed for specific campaigns.

Some things to note:

• Views can’t change the underlying data model or dependencies—only which fields are shown.
• Changes to the master template apply to all its views (good for consistency, but plan changes carefully).
• If campaigns need different outcomes/logic, create a separate template instead of a view.

Step-by-step

1. Understand the Lead Template Structure

A lead template is made up of two parts:

• Master data fields – the core information you store about each lead (e.g., name, phone number, address).
• Result data fields – information agents record during or after a call (e.g., call result, notes, bookings, products sold).

2. Create a Lead Template

Navigate to Campaigns > Lead Templates and click New.

There are two ways to create a new template:

1. Upload a lead file (CSV)
2. • Column headers (e.g., name, phone number) become master data fields automatically.
   • You’ll still need to create result data fields.
2. Start Blank
3. • Build every field from scratch.

To add fields:

• Click New
• Enter the field name
• Select the appropriate data type

3. Add Mandatory Call Outcome Field

Every lead template must include a Picklist as the main result field.

After adding it:

• Map each picklist option to one of the four required Outbound outcomes:
  Success, Not Interested, Invalid, Unqualified.

4. Set Duplication Rules

Choose the field used for checking duplicate leads.
Recommendation: Use phone number.

5. Enhance Your Template (Optional)

You can customise lead templates further by adding:

• A calendar to book meetings
• Clickable URLs (e.g., link to a CRM profile)
• A shopping basket of products to sell
• Field rules to control when certain fields are shown.

6. Create a Template View

To tailor your template for a specific campaign:

1. Go to Campaign Template Views
2. Click the purple plus icon
3. Select your master template
4. Give the view a name and click Create
5. Choose which master data fields and result fields to include
6. Click Save.

Check it’s working

• Your new template and views appear in the Lead Templates list.
• Agents will see only the fields included in the selected view.
• When creating or editing a campaign, your template and view are available under Edit Campaign → Campaign Information.

Troubleshooting essentials

• If fields are missing in a campaign: check that they’re included in the template view.
• If agents can’t record results: confirm the Main Result Picklist exists and all outcomes are mapped.
• If duplicate leads are slipping through: verify the correct deduplication field (usually phone number) is selected.