Docs · Troubleshooting

Leads aren't reaching the right person

Check the campaign's round-robin pool first, then whether the intended agent is active. Remember routing changes only affect the next lead in — they never reassign leads you already have.

Who this is for

Admins. If you're an agent seeing no leads, this is one to raise rather than fix.

Steps

  1. Check which reps are in the campaign's round-robin pool. An empty pool is the simplest cause.
  2. Check the intended agent is active and has the permissions to see the portal the leads land in.
  3. Confirm the lead actually arrived through the campaign you think — submit a test lead through the webhook and watch where it lands.
  4. For inbound calls from unknown numbers, check there's a fallback agent. Without one they go nowhere.
  5. If an agent was deactivated, their leads did NOT reassign themselves. Reassign deliberately.

Routing changes aren't retroactive

Changing a campaign's rep pool changes who gets tomorrow's leads. It doesn't touch leads already in the system. If you need existing leads moved, that's a reassignment, and it's a deliberate action — for good reason, since bulk-reassigning live leads mid-conversation causes more damage than it fixes.

Related

Adding agents, permissions and lead routingAdding someone is the easy half.Setting up a campaign (and why the product setting matters most)A campaign is a pipe: it takes leads from an outside source into the CRM, tags them with a product, and decides which rep gets them.

Where this lives in the app

Open this screenOpens in the appWho is on the teamOpens in the app

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