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By the end of this page you can pause automation on a lead or on every lead at a company, close and reopen a lead by hand, and name the five things that close a lead with nobody in your workspace touching it.
Where
Leads→Prospects
Your role needs
Read access to Prospects read-leads. Admin, Member and Viewer have it by default.
To create or change
create-leads to add one, update-leads to change one, on top of the permission above.
If you cannot find this in your sidebar, your workspace may have a custom menu configuration. Contact support and we will check it for you.

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Before you begin

  • Leads belong to the workspace you’re viewing. Switch workspace first if the lead you want is somewhere else.
  • Pausing or resuming automation, and closing or reopening a lead, both need the update-leads permission. Without it, these controls disappear from the header instead of greying out, so a restricted role sees neither icon at all.

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Steps

1

Open the lead

Go to and open the lead you want to change. The close and reopen control exists only in the header of a lead’s own page. The automation icon is on that header and on every row of the Prospects list, so you can pause a lead without opening it.
2

Pause or resume automation for this lead

Click the lightning-bolt or stop icon in the header. Its tooltip reads Enable automation when automation is off, Disable automation when it’s running. The click doesn’t toggle anything by itself: it opens a small menu, and Enable automation for this lead (or Disable automation for this lead) is the first item in it.
3

Pause or resume automation for every lead at the company

When the lead is attached to a company, the same menu carries two more items below a divider: one enables automation for every employee of that company, the other disables it. Pick one and a confirmation dialog names the company and how many employees it covers; the button that carries it out reads Enable or Disable. Every lead at that company that is not already in that state is then switched at once, whatever stage each one sits at. Both company-wide items are always there, whatever state this lead is in, so the menu will still offer to disable a company whose automation is already off.The same two company-wide actions also sit behind an Automation button on the company’s own page under . That one is gated on update-lead-companies rather than update-leads, so a role can have one route to it and not the other.
4

Close a lead by hand

A second icon next to the automation toggle closes or reopens the lead directly, with no menu and no confirmation. On an open lead its tooltip reads Close this lead. Click it and the lead’s stage becomes Closed.
5

Reopen a closed lead

On a closed lead the same icon turns into a play arrow, tooltipped Reopen this lead. Reopening sends the lead back to Contacted if there is at least one email in its history, and to Untouched if there is none. Only email counts for that choice: a lead you reached on LinkedIn or WhatsApp and never emailed reopens at Untouched.

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What happens next

Closing and reopening act on the click: the icon spins while it saves, then comes back in the other state, tooltip and all. Automation takes one click more, because its icon only opens the menu. Picking the per-lead item spins the automation icon; picking a company-wide item opens the confirmation dialog first, so the spinner lands on that dialog’s button instead. None of these controls has a separate save step.
Pausing automation and closing a lead both take the lead out of the pool the product picks from on its next pass: no new email, no LinkedIn message, no WhatsApp message, and no automatic reply to something the lead just sent. Resuming automation or reopening the lead puts it back in that pool. The waiting period before a follow-up is counted from the lead’s last message, not from the moment you resume, so a follow-up whose wait ran out during the pause can go out on the first pass afterwards. One thing a pause does not stop: a LinkedIn connection request that was sent and never accepted is still withdrawn once it expires, because that cleanup runs whatever the automation switch says. Closing the lead does stop it.
Closing is not only a mute. It is a stage change, so the things that watch stages see it: a lead source set to Progressive Employee Search can move on to the next decision maker at that company once this one closes, and an integration set to push automatically can fire on the stage change. Pausing automation does none of that. It leaves the stage exactly where it was.
Automation and stage are two separate switches, not one. Reopening a closed lead only changes its stage: if you had also paused automation on it before closing it, reopening does not turn that back on, and automation will not pick the lead up until you enable it there too.

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Troubleshooting

The bulk items apply to every lead at that company. If every one of them was already in the state you picked, the product reports that as a plain notice instead of a success message, because nothing changed. Open the per-lead menu on an individual lead if you want to check or change just that one.
Several things close a lead with nobody touching it: an opt-out, a bounce, a pre-send check that finds the mailbox has since died, a reply the AI reads as a hard no, and a lead that has run out of follow-ups on every channel it was being contacted on. Nothing on the lead’s page names the cause outright. A bounce and a failed pre-send check both write the same line onto the record, “Email address is invalid or no longer exists”, and that line is not shown on screen. The one clue the page does carry is the Response Analysis card, which appears once a reply has been scored and prints the AI’s own reading of that reply. An opt-out closes the lead and every channel with it, not just email: see How unsubscribe works. Email address is invalid or no longer exists and leads troubleshooting cover the rest.
Both live behind the update-leads permission and disappear entirely without it, rather than showing greyed out. Ask a workspace admin for the permission, or ask them to make the change for you.

Leads troubleshooting

Symptom-first answers for missing scores, self-closing leads, stalled imports and lists that won’t update.

Email address is invalid or no longer exists

Every way a lead closes on its own: a bounce, a pre-send check, the follow-up ceiling, or an opt-out.

How unsubscribe works

What an opt-out actually does to a lead, and where the one-click header comes from.

The lead details page

Every other card and header action on a lead’s own page.