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Every phone number your agent talks to, whether it called in or your agent called out, has a lead record. A lead’s profile is the single place to see everything that’s happened with that person: every call, message, and voicemail, in one timeline.

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Lead lifecycle

A lead moves through a forward-only ladder as calls qualify it further.
  1. Lead. The starting state, before any qualifying call has completed.
  2. Incomplete. A call started qualifying the lead but didn’t finish.
  3. Qualified, pending retainer. The lead cleared your qualifying gates.
  4. Retainer sent. A retainer has gone out for signature.
  5. Retained. The retainer is signed. This is a terminal state; nothing moves a retained lead backward.
Two statuses sit outside that ladder.
  • Disqualified can be set from any non-terminal state, when a call determines the lead doesn’t qualify. It isn’t necessarily the end: a later call that reaches a qualifying outcome directly can still move the lead forward again.
  • DNC (Do-Not-Call) can be set from any non-terminal state and is terminal. Once a lead is marked DNC, no future call or touch is placed to it, regardless of any campaign or cadence configuration.
A later, partial call can never downgrade a lead that has already qualified or has a retainer out. The ladder only moves forward, except for the disqualified and DNC exceptions above.

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Disposition and qualification outcome

Each finished call carries a disposition: the outcome tag for that call, such as qualified, disqualified, no answer, or callback requested. On the lead’s profile, a completed call shows as Qualified or Disqualified, along with its outcome summary. Dispositions are what your team and any reporting filter on. They’re distinct from the lead’s overall lifecycle status, which reflects where the lead stands across all of its calls.

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Reviewing a lead

Open a lead’s profile from Contacts or a campaign’s results to see:
  • Timeline. Every call, message, and voicemail drop for this lead, in order, with a compose bar to send a follow-up SMS or email directly.
  • Calls. Each call, with its qualification outcome, duration, and links to play the recording, read the transcript, and see the AI’s extracted signals.
  • Messages and Voicemails. The same activity, filtered to just that channel.
  • Facts. The fact matrix for the lead’s most recent call: every field the blueprint asks for, marked extracted, missing, or not asked, with required fields flagged. Attorney notes on a fact, when present, show alongside it.
Recordings and transcripts live on the call’s own detail page, reached from any of the links above, not on the lead’s profile directly. From there you can play the recording and export the transcript as a plain-text file.

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Exporting

  • Transcript. From a call’s detail page, export the full conversation transcript as a text file.
  • Voicemail delivery history. From the Voicemails page’s delivery history, export the drop log, including outcomes, as CSV, filtered by whatever status you’re viewing.
  • Cadence ledger. If your workspace has cadences enabled, the cadence ledger can be exported as CSV as well. See Cadences.
  • Campaign audience. From an outbound campaign’s audience view, export the contact list as CSV, including each contact’s last outcome and last contact time.