Question 1

How do I set up my phone numbers in Lineage?

Accepted Answer

Video Walkthrough

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Lineage gives you 10 phone numbers included in your plan. Setting them up takes about five minutes and is the gateway to making your first call. You'll also set a callback number so incoming calls from prospects route to your real phone.

When you'd do this

Right after completing your profile, before uploading leads or making your first call.

Step 1 — Open Settings → Calling

In the left sidebar, click Settings. At the top of the Settings page is a row of horizontal tabs — click Calling.

Step 2 — Set your callback number

The first section is My Callback Number. This is where Lineage routes incoming calls — if a lead calls you back, this is the phone that rings.

Use your personal cell phone or any number you actually answer. It does not need to be a Lineage number.

Click the Edit button to the right of the number, enter your callback number, and save.

Step 3 — Add your first phone number

Scroll down to My Phone Numbers. Your plan includes 10 numbers — these are the numbers your outbound calls will dial out from..

Click Purchase phone number. The new number appears in the Included in your plan list.

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Question 2

Phone number reputation: warming up, spam flags, and best practices

Accepted Answer

Lineage works to provide clean numbers and includes access to Spam Hammer. But carriers watch how numbers are used, and a few habits separate agents whose numbers stay clean from those who constantly fight spam flags. This article covers what to do when a number gets flagged, how to warm up a new number before dialing at full volume, and how to build calling habits that protect your numbers over the long run.

How phone numbers get flagged

Carriers like AT&T, Verizon, and T-Mobile flag numbers algorithmically. When they see a number making a high volume of calls — especially to numbers that don't answer, don't call back, or get reported as unwanted — they mark it as potential spam. This can happen to any outbound caller, including legitimate insurance agents.

Lineage sources numbers that are as clean as possible before assigning them to your account, including holding some numbers in reputation recovery before provisioning them. Even so, some numbers do come with prior history, and even a brand-new number with no call history can be flagged on its first day of heavy use simply because carriers have no positive signal about it yet.

Spam Hammer monitors each of your numbers continuously. If a flag appears, Spam Hammer detects it and submits a remediation request to the carrier on your behalf.

What to do when a number gets flagged as spam

1. Don't delete the number. Most flags clear within 24–72 hours once a remediation request is submitted. Deleting a nu

Question 3

How do I make my first call?

Accepted Answer

Video Walkthrough

Once your leads are in Lineage, this walkthrough shows you how to work them: building a calling batch, dialing through your list, booking appointments, and keeping track of where you are.

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Open a lead, pick which of your numbers to dial out from, click Call, and you're connected. This walks through the lead detail modal top to bottom so you know what every control does before you click Call.

When you'd do this

Once leads are uploaded and your phone numbers are registered in Spam Hammer. If your callback number isn't set yet, set it first — incoming returns will fail otherwise.

Step 1 — Open a lead

On the Leads page, click the underlined Name of any lead in the table. The lead detail modal opens as an overlay on top of the list. (Clicking elsewhere on the row doesn't open the modal — the name is the click target.)

Hovering a lead row also shows a small eye icon next to the name; the modal previews on click.

Closing the modal (the X in the top right, or Esc) returns you to the list with your scroll position preserved.

Step 2 — Tour the lead detail modal

The modal has two panels side by side:

Left panel — Lead profile + dialer

Prev / Next buttons at the top to walk through your list without closing the modal
The lead's name as a head

Question 4

Getting Started with Lineage

Accepted Answer

Getting Started with Lineage

Welcome to Lineage, the CRM built for life insurance agents. This quick walkthrough gives you a tour of the platform so you know where everything lives before you start dialing.

Video walkthrough

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What this covers

The video walks you through the main areas of Lineage:

Leads and the Map — where your leads live, and how to filter them by status, age, time zone, and more.
Calendar — appointments, two-way Google Calendar sync, and setting when your week starts.
Policies — tracking the policies you write and their statuses.
Messages — your texting inbox, which turns on once your texting registration is approved.
Settings — adding a caller, buying phone numbers, registering for texting, call recording and retention, your lead statuses and sources, carriers, and billing.

Need help?

Browse the rest of our knowledge base for step-by-step guides on each of these areas.
Use the chat widget in the bottom-right corner of any Lineage page to reach our team.
Or email us anytime at support@lineagecrm.com.

Question 5

How do I upload my leads?

Accepted Answer

Upload Your Leads

Your Lineage account starts out empty. This walkthrough shows you how to get your leads in, from a CSV file, with automatic field detection and duplicate checking along the way.

Video walkthrough

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What this covers

Ways to add leads — upload a CSV file, forward leads to leads@lineagecrm.com, or bring in a template.
Automatic column detection — Lineage recognizes the fields in your file and pulls them in cleanly.
Mapping your data — set the date received, lead source, and lead status, using the values from your file or your own.
Missing-data check — a heads-up if any leads are missing emails, phone numbers, addresses, or names, so you can confirm your file is complete.
Duplicate checking — Lineage flags duplicates by name and address as it imports, so you don't end up with the same lead twice.

Need help?

Question 6

How do I auto-import leads from email?

Accepted Answer

If you get an automatic email every time a new lead is assigned to you, you can forward those emails to Lineage. Lineage parses each email, extracts the lead's fields, and creates the lead in your account — no manual data entry required.

When you'd do this

If your lead source (a lead vendor, an internal lead-distribution system, etc.) sends you an email notification for every new lead, this is the fastest way to get those leads into Lineage. You can do it once per email by hand, or set up an automatic forwarding rule so every new-lead email flows through without you touching it.

How it works

Forward your new-lead notification emails to leads@lineagecrm.com. Lineage receives the email, parses out the lead's name, phone number, address, and any other fields the email contains, and creates the lead on your Leads page.

You can forward two ways:

Manually — when a new-lead email arrives, hit Forward in your email client and send it to leads@lineagecrm.com. Good for occasional leads, or for testing the workflow before you automate it.
Automatically — set up a forwarding rule in your email service so every matching email is forwarded the moment it arrives. Good for ongoing lead flow.

Automatic is a one-time setup. After that, every new-lead email triggers the import without you touching the inbox.

Set up automatic forwarding in Gmail

Gmail's automatic forward setup has two parts: first you add Lineage as an approved forwarding ad

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