Let's start by defining those two terms:
1. Lead: In Zendesk Sell, we define a Lead as a person or company that you have not yet qualified for a sale. Leads can come from a variety of sources like business cards you collect at a networking event or email addresses you pull from Linkedin.
2. Contact: In Zendesk Sell, a Contact is defined as a person or company that you've qualified for a sale or have done business with in the past.
By those definitions, the flow in Sell is currently created to be one way. Once a Lead is converted into a Contact, there should be no need to go back.
That said, we understand that mistakes are made and provide a few workarounds to this rule:
Exporting and Re-Importing
- Run an export of your account. "Learn how to export your Sell account here."
- Once you've exported your data, you can find the Contacts you'd like to revert to Leads and move them into a separate spreadsheet.
- You can then re-import them into your Leads. "Learn more about how to import Leads into Sell here." Be aware that this method will not preserve any Notes or Tasks you had previously associated with that Contact.
- Use Tags within your Contacts list in order to indicate Lead status.
- For example, if you'd like to revert John Smith to a Lead, simply add a Lead Tag to him. This will allow you to select the Lead Tag from the Tags list at a later date and filter your list to see just John Smith.
- If you have many Notes and Tasks associated with a Contact, this would be the best way to go to preserve that data. Be aware that they will technically still remain a Contact in Sell with this method.