The Secondary Mobile Number and Secondary Email ID fields allow you to store additional contact details for a lead.

This feature helps:

• Contact an alternate number if the primary number is unreachable
• Send emails to an alternate email address
• Reduce follow-up delays
• Improve response rates and conversion speed
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Part 1: Creating Secondary Contact Fields

Where Are Secondary Fields Created?

Secondary contact fields are created under Lead Box Configuration → Field Customization.

To Create a Secondary Mobile Number Field, Follow These Steps:

1. Click the Menu and select Lead Box.
   
2. Click Lead Box Configuration from the top right corner.
   
3. Navigate to Field Customization.
   
4. Select the Field section.
   
5. Click Add Field.
   
6. Enter the Field Name, such as:
   
   • Alternate Mobile Number
     
   • Secondary Mobile Number
     
   • Secondary Point of Contact
     
7. Select the Section as Lead Info.
   
8. Select Field Type as Mobile.
   
   • The system will automatically apply the default country code.
     
9. Click Save.
   

The secondary mobile field is now added to the Lead Info section.

To Create a Secondary Email ID Field, Follow These Steps:

1. In Field Customization, click Add Field.
   
2. Enter the Field Name, such as Secondary Email ID.
   
3. Select the Section as Lead Info.
   
4. Select Field Type as Email.
   
5. Click Save.
   

The secondary email field is now created.

Part 2: Using Secondary Contact Details in the Lead Box

To Add Secondary Contact Details to a Lead, Follow These Steps:

1. Navigate to the Lead Box.
   
2. Open an existing lead.
   
3. Enter the Secondary Mobile Number.
   
4. Enter the Secondary Email ID.
   
5. Click Update to save the changes.
   

The alternate contact details are now stored against the lead.

Part 3: Calling Using the Secondary Mobile Number

How Does Calling Work with Secondary Numbers?

When triggering a call:

• The system shows the Primary Mobile Number by default.
  
• You can switch to the Secondary Mobile Number before placing the call.
  

To Call the Secondary Contact, Follow These Steps:

1. Open the lead.
   
2. Click the Call option.
   
3. Review the displayed number.
   
4. Change the selection to the Secondary Mobile Number.
   
5. Trigger the call.
   

The call will be placed to the selected number.

Part 4: Sending Emails to the Secondary Email ID

How Does Email Selection Work?

When composing an email:

• The Primary Email ID appears by default in the "To" field.
  
• You can select the Secondary Email ID from the dropdown.
  

To Send an Email to the Secondary Email ID, Follow These Steps:

1. Open the lead.
   
2. Click the Email option.
   
3. In the To field, select the Secondary Email ID.
   
4. Draft the email.
   
5. Send the email.
   

Part 5: Activity Tracking for Secondary Contacts

Are Secondary Contact Activities Logged?

Yes. All activities related to secondary contacts are recorded in the Activity Log.

This includes:

• Calls made to the secondary mobile number
  
• Emails sent to the secondary email ID
  
• Email open tracking, if applicable
  
• Link clicks within emails
  

The activity log clearly reflects which contact was used.

What Is the Benefit of Using Secondary Contact Fields?

Secondary contact fields help teams:

• Avoid follow-up delays when primary contact is unreachable
  
• Improve call connection rates
  
• Increase response probability
  
• Maintain complete communication tracking
  
• Improve overall lead conversion efficiency