Resources
Phone numbers and markets
Can I use more than one market?
Yes. Your Twilio or Telnyx numbers are grouped into markets, and you choose the market when you create a campaign. You can see and edit your markets in Phone Number Manager → Markets.
How do I add a new market?
Buy numbers in the area code you want in your Twilio or Telnyx account (and attach them to your 10DLC campaign). Then go to Phone Number Manager → Phone Connections and click the refresh icon so Lead Sherpa picks them up. See SMS Guide: Integrating Twilio or Telnyx with Lead Sherpa.
How many phone numbers can a prospect have?
Up to 3. After the first three, contact info is less accurate, which raises the chance of wrong numbers and hostile replies.
How do I message all three of a prospect's numbers?
All three numbers are added to the campaign's sending queue when you upload your list. If you verify the owner on one number, the other numbers are removed from the queue. Only verify an owner when you're sure you have the right person.
Block list and litigators
What happens when I block a number?
Numbers you add to your Company Block List (with the Block List button) are skipped in every future campaign. Only block numbers you never want to contact again. It only affects that phone number, not the prospect's other numbers. You can still send and receive messages on the prospect's page.
How do I report a hostile prospect?
Go to Support → User Submitted DNC and fill in the form. Approved numbers are added to the Lead Sherpa system-wide DNC list.
What's the difference between a pre-litigator and a litigator associate?
A pre-litigator is a contact who said they plan to take legal action but hasn't filed yet. A litigator associate is a contact connected to a known litigator.
Uploads
Do I need both the mailing and property address?
Include both whenever you can. If you only have the property address, copy the property address columns into the mailing address columns.
I mapped my upload wrong. How do I fix it?
Export the campaign (Campaigns → three dots → Export), correct the data in the file, remove any extra columns so it matches the upload template, and upload it again to the same campaign. Prospects who were already messaged aren't queued again.
Do landlines or re-uploads count toward my monthly upload limit?
No. Landlines don't count, and re-uploading prospects that are already in your account doesn't count either, as long as you're not adding new phone numbers.
How big can my upload file be?
The uploader accepts up to 100,000 records at a time, but large files take longer. We recommend files of 50,000 records or fewer.
Does the column order in my file matter?
No. As long as each column is mapped correctly, the order doesn't matter.
Lead Sherpa counts more rows or columns than my file has.
The file probably has blank rows or columns that look empty but have a value. Delete a few hundred empty rows and columns after your data, save, and upload again. See Exceed Column Limit.
Messages and campaigns
My campaign has a response rate, but I don't see new messages.
If Auto-Dead is on, replies may have been filtered to the Dead (Auto) lead stage. In the campaign, open Prospects & Messages and choose Dead (Auto) - Unviewed. See What is the "Auto-Dead" feature?.
Why can't I send my reply?
Your message probably contains a word or phrase carriers flag as spam. See Blocked Words/Phrases.
How long can my templates be?
Up to 320 characters. Messages longer than 160 characters may be split into two texts, and you'll see a warning when that can happen.
Can I send messages on Sundays and holidays?
Lead Sherpa blocks sending between 8:30 PM and 8:30 AM. We don't recommend texting on Sundays or holidays. Monday to Saturday is best.
Where do I see why prospects were skipped?
In the campaign, open Metrics and click Candidate Phones Skipped to see the reasons.
How do I restore an archived campaign?
Go to Campaigns → Archived, click the three dots next to the campaign and choose Unarchive. You still get incoming messages from archived campaigns.
Account and billing
Where do I find my payment history?
In Account Settings → Billing Information → Billing History, or through the ChargeDesk link in your email receipt.
How does Single Skip Trace work?
Click Single Skip Trace on the Skip Trace page, enter the property address (and the owner's name and mailing address if you have them) and click Start Skip Trace. It's charged from your account balance like a batch skip trace. See Skip Trace Data & Pricing.
What payment methods do you accept?
Visa, Mastercard, American Express and Discover.
What's your refund policy?
All Lead Sherpa payments are final and can't be reversed. Changes you request after you've been billed take effect on your next billing date.
How do I change or reset my password?
Go to Account Settings → Account Info & Settings and click Change Password. If you're logged out, use the forgot password link on the login page or go to app.leadsherpa.com/forgot-pw.
How do I remove a user?
Users can't be deleted, but you can deactivate them in Account Settings → Users. See Managing User Roles and Access.
Questions? Email support@leadsherpa.com.
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