Inbox and sales

How to edit a lead’s details

Updated September 28, 2026

Step by step

1. Open the lead

   From the conversation in the inbox (Lead details) or from the card in the Kanban.

2. Click the pencil

   Next to the name, at the top of the panel, click Edit details.

3. Fix and save

   Change the Name, Email or Tax ID (CPF or CNPJ) and click Save.

The fields

The phone number can’t be edited in the dashboard: it comes from the contact’s own WhatsApp.

Why it’s worth filling in

• More accurate conversions: when conversion sending is on, the email, phone and name go to Meta scrambled as a hash (SHA-256), which helps Meta recognize who bought. See Data sent to Meta.
• Quick replies: {{nome}} and {{primeiro_nome}} use the lead’s name.
• Search: in the Kanban, you can search for the lead by name, phone or email.
• Duplicates: an email that matches another lead’s creates a duplicate suggestion for the manager to review.

Email already used by another lead

If you save an email that another lead already has, TraceClose doesn’t merge the two on its own: it creates a “Same email address” suggestion in Settings › Duplicates, and the manager decides whether it’s the same person. See Duplicate leads.

Example

Example with fictional data. The contact came in as “Ju 🌸” (the WhatsApp profile name). During the conversation, the salesperson collects the details for the proposal and edits: Name “Juliana Pereira”, Email “juliana@example.com”, CPF “123.456.789-09” (saved as digits only). The history shows “Lead details updated”, with her name and the time.

Didn’t work? See…

• Warning on the CPF or CNPJ: check that it has 11 or 14 digits.
• Warning on the email: check the format (name@domain.com).
• The customer changed numbers: the new number comes in as a new conversation. If it becomes a separate lead, the manager can merge the two in Duplicate leads.

Frequently asked questions