How to modify a lead in VICIdial

Once you have searched for and found a Lead, the modify page is where the real editing happens. It shows the full lead detail and, if you have permission to change lead information, lets you alter almost any of it.

What you can change

You can edit the standard fields, name, address, phone numbers, and so on, but two edits matter most operationally. The first is the Status (lead status), which decides whether and how the record gets dialed again. The second is the callback flag.

You can mark the lead as a callback and choose who it belongs to: USERONLY, which reserves it for one agent, or ANYONE, which lets any available agent take it, along with the callback date and time. That makes the modify page handy for fixing a callback an agent set wrong, or for scheduling one on a record a customer just called in about.

History you can review

flowchart TD
  A[Lead modify page] --> B[Edit fields and status]
  A --> C[Set callback type]
  A --> D[Call and email history]
  A --> E[Recording history]
  A --> F[Recording access log]
  A --> G[GDPR export or delete]

Beyond editing, the page is a record's whole story. It shows the call and email history, a recording history, and a recording access log, each entry tagged with the user ID involved. That access log is useful for quality control, you can see exactly who listened to a customer's recordings and when. If a dispute comes up about a call, this single page tells you who spoke to the customer, what was said in dispositions, and who has reviewed the audio since.

Because the modify page sits behind a permission, not everyone can reach it. That is by design: editing a lead's status or callback directly changes how it gets dialed, so the ability is usually limited to managers and team leads. If an agent reports a record that needs fixing but cannot open the modify page themselves, this is the screen a supervisor uses to make the correction on their behalf.

GDPR data handling

If your system has the GDPR feature turned on, the lead-modify page is also where you handle a subject's data request. From here you can download all of a lead's data, logs, and recordings, and you can delete the identifiable information about that person from the system. It is the single place to satisfy both an export request and an erasure request for one record.

• Edit any standard field, including phone numbers and the lead status.
• Set or clear a callback as USERONLY or ANYONE with a date and time.
• Review call, email, and recording history plus the recording access log.

Modifying flows straight out of searching, so the two go together. For how a record fits into its list and campaign, read the lists and leads guide, and what a VICIdial list is if you need the basics.

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