FAQ: Accounts & Contacts page

Last updated: October 21, 2026

Where can I find phone numbers?

First, it is required to have subscribed to the phone numbers add‑on.

  • On the Contacts page, click a contact's name → Lead Detail → phone number is on the top section with lead details (location, mail, and phone number). If it's not there, Topo couldn't find one. If you know their number, add it yourself: click the pen icon next to the contact's name. See 📄 Editing a contact or company.

  • If HubSpot is connected, Topo also pushes the phone number to the contact record there. If the number doesn't appear, verify your HubSpot field mapping in integration settings.

  1. In Topo, go to Integrations → HubSpot and ensure it's connected.

  2. Click the edit (pen) icon to open HubSpot integration settings.

  3. Check the field mapping for phone numbers and set it to the HubSpot contact property "Phone Number" (not "Mobile Phone Number").

  4. Save, then confirm the numbers appear on HubSpot contact records.

Can I correct a contact's details?

Yes. Open the contact, click the pen icon next to their name and edit the fields in the Overview tab: name, job title, email, phone, LinkedIn and location. Press Enter to save. See 📄 Editing a contact or company.

Do my edits sync to my CRM?

Yes, edited fields sync to your CRM. The contact owner is the exception: changing it in Topo isn't pushed to your CRM.

Can I edit several contacts at once?

No. You edit one contact at a time.

How do I see which leads clicked links in emails?

Go to Activity Feed in the left sidebar → apply the "Email Links Clicked" filter from the "All activities" dropdown. This data is not available in Analytics or CSV exports.

What does "Stopped early" mean? Can I revive it?

The lead was manually stopped, or hit an exclusion rule. No further automated steps will run. You cannot revive directly — to retarget, follow this workflow:

  1. Go to Contacts, filter leads for the sequence in question and with the 'Stopped early' status

  2. Select the leads and click on Add to sequence from the action bar at the bottom of the page

  3. Select the sequence to re-import them into the updated sequence or into a newly cloned sequence.

If all or many leads in a sequence show "Stopped early", check these common causes:

  • They belong to the exclusion list

  • They were manually stopped or moved by someone on your team

  • Auto-detection of replies, out-of-office, or LinkedIn responses paused and then stopped them

To diagnose:

  1. Open the AI Agent and ask why that (or those) leads were stopped early

  2. In the global settings, open Exclusions and look for them via the search bar

  3. In Leads, filter by Status = Stopped early, then open a few activity timelines to see the specific stop reason

  4. If using CRM sync, verify your exclusion rules and field mappings

Note: Leads with FAILED status have different limitations — they cannot be reactivated in their existing sequences. To work with failed leads again, create a new sequence, find them in your existing lists or add them to a new list, and enroll them in the new sequence.

How do I manually stop a sequence for a specific lead?

To stop a sequence for an individual contact from the Contacts page:

  1. Search for the contact and open their lead detail page

  2. Navigate to the sequence section and find the most recent sequence

  3. Click the three dots next to the sequence name or next step

  4. Click ‘Cancel’ and confirm

How can I see how many leads will still receive follow-ups?

On the Contacts page, filter by sequence + Status = Active. Use the time range or export to a spreadsheet to count remaining active leads.

Why am I not seeing certain leads in my list, even though they match my targeting criteria?

There are several potential causes:

  • The leads you are looking for might be excluded by either a CSV you uploaded in your Exclusions, Organisation Context or there is no valid email address available for them. Double-check these options and if that's not the case, contact your Account Strategist for further analysis.

How do I remove a lead after they unsubscribe?

Unsubscribes stop all active sequences automatically. To confirm: Contacts → All → search the contact → check for "Contact unsubscribed" in profile. To permanently exclude: Settings → Exclusions → Excluded Contacts → add email + reason.

Can I export leads who opened or clicked an email?

Apply the "Succeeded" filter on the Contacts page, then click Export Leads.