Overview
You can add extra phone numbers to an existing lead — a second cell, a work line, a number that came back from skip tracing.
When a lead has more than one number, one of them is the primary number, and you can choose which.
Steps
Step 1: Open the lead
Click the property address to open the lead.
Step 2: Edit the contact information
Hover your mouse over the contact information and click Edit.
Step 3: Click Add Phone
Click Add Phone.
Step 4: Type the number
Enter the phone number.
Step 5: Set a phone status
You can select a phone status for the number if you want one.
If you do not need it, skip this.
Step 6: Choose the primary number
Once the lead has two or more numbers, you will see the options for which is primary.
The number shown in black is the current primary number — the one being used as the contact info for that lead.
To make the number you just added the primary one, click the button to switch to it.
Step 7: Click Update
Click Update to save.
Important Notes
The number in black is the primary one. This is easy to miss. If you add a number and do not switch it, the original stays primary.
Adding a number does not make it the primary number. These are two separate actions, and skipping the second is why a new number sometimes appears to do nothing.
Phone status is optional, so you can add a number quickly and come back to categorise it.
This is where skip-traced numbers get put to use. Skip tracing surfaces numbers on the property; adding them to the contact is what makes them callable from the lead.
Adding a number is done from the lead, not from a contacts list. Open the property address first.
Keep the best-answering number as primary. That is the one your team will reach for by default.
Troubleshooting
You added a number but calls still go to the old one
Adding a number does not make it primary. Open the contact information again and switch the primary to the new number.
You cannot tell which number is primary
Look for the number in black. That is the current primary contact number for the lead.
You cannot find the Edit option
Hover your mouse over the contact information on the lead. Edit appears on hover.
Your changes did not save
Click Update at the end. Entering the number is not enough on its own.
You are not sure what to set as the phone status
Leave it blank. It is optional and can be set later.
Skip tracing returned numbers but you cannot call them from the lead
Add them to the contact using Add Phone, then set whichever answers as primary.
Summary
You added a phone number to a lead. You clicked the property address, hovered over the contact information and clicked Edit, then clicked Add Phone and typed the number. You optionally set a phone status, chose which number should be primary — the primary is the one shown in black — and clicked Update.