Why is my AI Lead Nurture showing "inactive" for a lead?

What the AI Lead Nurture "inactive" status means, why it appears, and what you can do about it.

Important: AI Lead Nurture is included on the Scale and All In plans, and it's available as an add-on for Launch and Brand plan customers.

Note: This feature is available on both desktop and the Luxury Presence Mobile App. Steps below cover desktop — see How to manage AI Lead Nurture conversations in the Mobile App for the mobile experience.

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Overview

If a lead shows an Inactive status in AI Lead Nurture, it means Alex — your AI Lead Nurture Specialist — cannot initiate or continue an SMS conversation with that lead. This is expected behavior in certain situations and does not mean anything is wrong with your account or the platform.

The most common reason is that the lead does not have a valid mobile phone number on file, or they opted out of SMS messages. For a broader overview of how AI Lead Nurture works, see What is AI Lead Nurture?

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Why a lead shows as inactive

A lead will show as Inactive if any of the following are true:

• No phone number on file — Alex needs a mobile number to initiate outreach
• Invalid phone number — The number is malformed or in an unrecognized format
• Landline number — Alex can only send SMS to mobile numbers
• VoIP number — Numbers from services like Google Voice or Skype are not supported
• International number — AI Lead Nurture only supports US phone numbers
• Opted out of SMS — The lead opted out at the time of form submission or via their communication preferences
• Imported lead — Leads imported into the CRM are not automatically enrolled in AI Lead Nurture
• Blocked for security reasons — The lead has been flagged and blocked at the system level

When the system knows the specific reason, an inactive reason label will appear on the contact profile. If no reason appears, the lead is still inactive — the system just doesn't have enough detail to display a specific cause.

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Why new leads sometimes show as inactive immediately

If a lead came in recently and already shows as Inactive, it most likely means one of the following:

• They submitted a form without a phone number
• They opted out of SMS at the time of form submission
• Their phone number is a landline, VoIP, or international number

Alex validates phone numbers before initiating any outreach. If the number doesn't meet the criteria for SMS, the lead is immediately marked Inactive rather than attempting to contact an unreachable number.

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How to check why a lead is inactive

1. Navigate to the Presence® Platform.
2. Click Contacts from the left-hand menu.
3. Find and open the lead's contact profile.
4. Look for the AI Lead Nurture status section.
5. Check if an inactive reason is displayed below the status label — this will tell you the specific cause.
6. Review the Phone field on the contact profile to confirm whether a number is on file and whether it looks valid.

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What you can do

If the underlying issue is resolvable, you can take action:

• No phone number — Add a valid mobile number to the contact profile. Once added, Alex may become active for that lead.
• Invalid, landline, or VoIP number — Update the contact's phone number with a valid mobile number if you have one.
• Opted out of SMS — You cannot override an opt-out. You can still reach the lead manually by phone or email, but Alex will not send automated texts to a lead who has opted out.
• International number — AI Lead Nurture does not support international numbers. You can reach this lead manually.

Important: You can still reach out to an inactive lead manually by phone or email at any time. The Inactive status only prevents automated AI-driven SMS outreach — it does not remove the contact from your CRM or block manual communication.

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All AI Lead Nurture status labels

For a complete reference of all status labels and what they mean, see AI Lead Nurture status labels in AI CRM.

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FAQs

Which plans include AI Lead Nurture?

AI Lead Nurture is included on the Scale and All In plans, and it's available as an add-on for Launch and Brand plan customers.

Will the lead become active if I add a phone number?

Adding a valid mobile number to a lead's contact profile may allow Alex to begin outreach, as long as the lead has not opted out of SMS. The system will re-evaluate the lead's eligibility after a phone number is updated.

Can I manually restart AI Lead Nurture for an inactive lead?

You cannot manually force Alex to contact an inactive lead. The Inactive status resolves automatically if the underlying reason — such as a missing or invalid phone number — is corrected and the lead has not opted out of SMS.

Is there anything wrong with my account if leads are showing as inactive?

No — Inactive is a normal status that reflects a lead's eligibility for SMS outreach. It does not indicate a problem with your account or with AI Lead Nurture. It means Alex is behaving correctly by not attempting to contact leads it cannot reliably reach.

Why did a lead come in but immediately show as inactive?

When a new lead submits a form and immediately shows as Inactive, it typically means they did not provide a phone number, provided a landline, VoIP, or international number, or opted out of SMS at the time of form submission. Alex validates phone numbers before initiating any outreach, so leads that don't meet the criteria are marked Inactive immediately.

How do I contact Luxury Presence support about an inactive AI Lead Nurture status?

If you've reviewed the contact profile and still aren't sure why a lead is inactive, contact our support team:

• Live chat via the Presence® Platform (fastest)
• Email: support@luxurypresence.com
• Phone: 310-955-1077, option 2