> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neuroncx.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Support 

> Common how-to questions for the Transaction Console — lead number changes and other topics as they're added.

This page collects common how-to questions for the Transaction Console: things the team runs into day to day, step by step.

## Changing or adding a lead's phone number

A patient may ask the team to change the number on record, add a second number, or start fresh on a completely new number. NeuronCx handles each of these differently, and the choice decides whether the existing transaction history stays with the patient.

This section covers the three supported scenarios and the outcome of each.

### Scenario 1: Change the number and keep the history

Use this when the patient says: *"Please update my phone number and retain my existing transaction history."*

The patient keeps the same lead. Only the active number changes.

**1. Open the lead**

Search for the patient using the current number and open the lead record.

**2. Archive the existing number**

Archive the user holding the old number. The record is retained, so past conversations stay traceable.

**3. Add the new number**

Add the new number as a new user under the same lead.

**4. Set the new number as primary**

Mark the newly added user as the primary number. All future contact uses this number.

**Result:** the lead is unchanged, all transaction history stays attached to it, and the patient is reachable on the new number.

### Scenario 2: Add a secondary number

Use this when the patient says: *"Please add my secondary number to my existing lead."*

Nothing is archived here. The patient simply gains a second point of contact.

**1. Open the lead**

Search for the patient using the existing primary number and open the lead record.

**2. Add the new number as a user**

Add the new number as a secondary user under the same lead.

**3. Leave the primary number as it is**

Do not change the primary flag. The original number continues to be the default for outbound contact.

**Result:** both numbers are linked to the same lead. The secondary number can be used as an additional contact number, and transaction history continues to build on the one lead.

> [!TIP]
>
> Use this option when a family member's number is shared for reminders and reports, so reports are not split across two records.

### Scenario 3: Delete the current number and start on a new one

Use this when the patient says: *"Please delete my current number. I will provide a new number."*

This is a clean break. The patient is treated as a new contact.

**1. Archive the existing lead**

Archive the full lead, not just the number. The old record is retained for audit.

**2. Create a Walk-in Lead**

Create a new Walk-in Lead using the new number.

**3. Capture the patient details again**

Enter the patient details on the new lead. Nothing is carried over automatically.

**Result:** the new number is treated as a completely new lead. The existing transaction history is not carried forward.

> [!WARNING]
>
> History is not transferred in this scenario. If the patient expects past reports, bookings, or conversations to remain visible against the new number, use Scenario 1 instead.

#### Which option to choose

| Patient request | Action taken | Lead | Transaction history |
| - | - | - | - |
| Change my number, keep my history | Archive old number, add new number, set as primary | Same lead | Retained |
| Add another number for me | Add as secondary user | Same lead | Retained |
| Remove my number, I will give a new one | Archive lead, create Walk-in Lead | New lead | Not carried forward |

> [!NOTE]
>
> Confirm the history requirement with the patient before acting. Scenario 1 and Scenario 3 look similar on the call but produce very different records.


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