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Lead Automation Conditions – If Lead Exists

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1. Feature Overview

Use the ‘If Lead Exists’ condition to check if a lead with a defined set of parameters exists in the system. You can follow up with an action such as Merge Leads, to avoid creating duplicate leads in your account.

 

2. Set Up If Lead Exists

You can set up the condition at any point after the automation trigger. Scroll down under Conditions, then click If Lead Exists.

if lead exists condition

On the configuration pop-up, enter the required conditions, then click Add Condition. When you’re done adding conditions, click Set Condition.

if lead exists conditions

Note:

  • All fields configured in the IfExists card must contain a value; only then will the card be evaluated. If any configured field does not have a value, the card will fail and indicate that the specific condition is missing a value.
  • If multiple leads match your criteria, they will be sorted based on Created On date in ascending format.
  • A link to only the oldest lead will be provided in the lead level automation report.

 

Next Steps

You can follow up this condition with a Merge Leads action to merge duplicate leads.
For more information on any automation feature, see Automation Home.

LeadSquared Support Processes and SLA

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Incident Support SLA

Already have a LeadSquared account? Reach us on our support channels below.

1. Support Channels

Official Channels Details
Support over Email support@leadsquared.com ; mobile.support@leadsquared.com
Submit ticket via web https://help.leadsquared.com/ > Contact Support
Support Over Call India: 080-468-01265; North America: +1-732-385-3546
Note: Writing to support@leadsquared.com is the fastest way to get support.

 

2. Support Timings

Region Support Time Support Coverage
Asia Pacific (APAC) Mon to Fri: 8 a.m. – 11 p.m. IST

Sat & Sun: 9 a.m. – 9 p.m. IST

 Weekdays – 15×5

Weekends – 12×2
Europe, the Middle East, and Africa (EMEA) Mon to Fri 24×5
United States of America (USA) Mon to Fri 24×5

 

3. Incident Support Ticket Severity Classification

Severity Level Definition Examples
Urgent (1) Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists
  • Service is down or unavailable.
  • Data corrupted or lost and must be restored from backup.
  • Your business operations have been severely disrupted.
High (2) Major functionality is impacted, or significant performance degradation is experienced. Temporary workaround is available.
  • Service is operational but highly degraded performance to the point of major impact on usage.
  • Important features of the Software as a Service offering are unavailable.
  • Operations can continue in a restricted fashion.
Medium (3) There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function.
  • Impaired operations of some components but allows the user to continue using the software.
  • Short-term workaround is available, but not scalable.
Low (4) Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation, or configuration; bug affecting a small number of users. Acceptable workaround is available.
  • General usage questions.
  • Training issues (Internal, Customers).
  • Documentation related queries, FAQ’s

 

5. Incident Support Ticket SLA

Standard Support SLA –

Incident Classification First Response1 SLA Resolution Time2 SLA
Urgent (1) 30 mins 6 hours
High (2) 2 hours 1 business day3
Medium (3) 4 hours 2 business days
Low (4) 8 hours 3 business days

Premium Support SLA –

Note: Premium support is available at an additional cost and is billed separately from your subscription fee.
Incident Classification First Response1 SLA Resolution Time2 SLA
Urgent (1) 15 mins 4 hours
High (2) 1 hour 8 hours
Medium (3) 2 hours 1 business day3
Low (4) 4 hours 2 business days

1First Response is a response given by a human to a support incident. It is not the default automated response.

2Resolution would mean a reasonable workable solution has been provided for the incident that restores the states of the application to pre-incident state from user experience perspective. It may be a workaround or temporary resolution in some cases where a larger fix may happen later.

3Business Days and Business Hours. Business hours are the time during the working hours of the LeadSquared user. One business day may consist of some business hours on the working day the ticket is raised and the remaining hours on the next working day.

Note: These SLAs will not be applicable in the case of a Business Continuity Process/Plan (BCP) or Disaster Recovery (DR) situation. For Recovery Time Objective (RTO), Recovery Point Objective (RPO), and Maximum Tolerable Period of Disruption (MTD), please request for the BCP plan document at security@leadsquared.com.

 

6. Plan-wise Support

Plan Web Support Email Support Phone Support
Lite Yes Yes No
Basic Yes Yes No
Pro Yes Yes No
Sales Pro Yes Yes No
Marketing Pro Yes Yes No
Unified Pro Yes Yes No
Super Yes Yes Yes
Sales Super Yes Yes Yes
Marketing Super Yes Yes Yes
Unified Super Yes Yes Yes
Standard Yes Yes Yes
Enterprise Yes Yes Yes
NORAM Education Plans Yes Yes Yes

 

7. Escalation

First level contact support@leadsquared.com
First Escalation level1.escalation@leadsquared.com
Second Escalation level2.escalation@leadsquared.com
Final Escalation level3.escalation@leadsquared.com

Lead Automation Actions – Merge Leads

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1. Feature Overview

The Merge Lead action helps you to avoid creating duplicate leads.

 

2. Prerequisites

The Merge Leads action must be preceded by an If Lead Exists condition, and must follow the Yes expand path under the condition.

 

3. Set Up Merge Leads

Click the Yes expand path icon under the If Lead Exists condition, click Lead Actions, then click Merge Lead.

Merge Lead action

In the configurations pop-up, select the appropriate Parent Lead and Merge by options. Since the lead will be merged in our system, you can additionally use the Add Webhook option, to post the lead data to a URL.

merge lead popup

Attribute Description
Parent Lead
  • Lead identified by If Exists – The lead matching the criteria set in the If Lead Exists condition will become the parent lead. The lead triggering the automation will become the child lead. The child lead will be merged into or overwritten by the parent lead.
  • Lead triggering the automation – The lead triggering the automation will become the parent lead. The lead matching the criteria set in the If Lead Exists condition will become the child lead. The child lead will be merged into or overwritten by the parent lead.
Merge By
  • Overwriting – The parent field will be overwritten by the child field. You may choose to overwrite only empty fields or select the fields you want to overwrite
  • Appending – The child field will be appended to the parent field.

Hover your cursor over theinformation icon icon for more details –

merge example

To learn more about automation features, see Automation Home.