Leads and users represent two different types of contacts within the platform. Understanding how each one is created helps explain why some people appear as leads while others become full users. This guide outlines how the platform manages both and when a lead may convert into a user.
A Lead is someone who has interacted with your business but has not yet been fully identified by the platform.
A lead may be created when:
Someone contacts you by phone
Someone reaches out through a channel that does not support identity tracking
Only minimal information is available (for example, just a phone number)
A new person is manually added during an interaction
Leads allow your team to record details, add notes, and keep track of people even if the system cannot confirm their full identity yet.
A User is someone the system has successfully identified and connected to a full profile.
A user may be created when:
The person has interacted with you through a channel that supports identity tracking (for example, web chat or authenticated sessions)
The platform can match the person using cookies or stored identifiers
The person’s information was imported or added with complete details
Users appear in your Contacts or All Users list and have fully formed profiles.
Leads do not automatically convert into users in situations where the platform cannot verify the person’s identity with certainty.
This commonly happens when:
The interaction comes from a phone call
There is no cookie or unique identifier available
The system does not have enough information to match the lead to an existing user profile
Phone calls, for example, only provide a phone number and do not carry browser-based identifiers. Because of this, the system cannot automatically confirm who the caller is, which prevents automatic conversion to a user.
This is expected behaviour and ensures that the platform does not incorrectly merge or create user profiles.
Yes.
When a lead makes contact again:
Their details will still appear on your team’s interaction panel
Any notes or updates previously added will remain
Your team can continue to engage with them the same way as before
Even though they remain a lead, their history and details stay intact.
Leads are partially identified individuals created through low-information interactions (e.g., phone calls).
Users are fully identified individuals with complete profiles.
Leads do not automatically become users unless the system can verify their identity.
Lead details will still appear when they contact you again.
Some contact sorting features may not be supported depending on the platform version.
If you need help reviewing specific contacts or want more clarity on how your system handles identity, our support team can assist.
