Troubleshooting
A salesperson isn’t getting new leads
Only people with the Salesperson role who are active and not paused get new leads from the rotation. Managers and owners are never in the rotation. Check in Settings › Team, and keep in mind that the rotation only distributes the first contact from a new number.
Check, in this order
- Role. In Settings › Team, the person has to be a Salesperson. A manager shows “Not in the rotation” in the weight column, and the owner doesn’t get leads either.
- Pause. The Paused badge means “out of the rotation, still handles conversations”. Click Back to rotation. Salespeople can’t see that they’re paused: only managers can, under Team.
- Active. A deactivated member can’t sign in to the dashboard and isn’t in the rotation. Use Reactivate.
- Invitation accepted. A pending invitation isn’t a member yet. See invitation expired or didn’t arrive.
- Links with a fixed salesperson. If most leads come from tracked links with a “Fixed salesperson”, they go to that link’s person and skip the rotation.
- Weighted mode. In “By weight” mode, someone with weight 1 gets far fewer leads than someone with weight 5. The balance is based on the day’s leads.
Situations that look like a bug but aren’t
- Existing contact. The rotation only applies to the first contact from a new number. A returning customer who writes again stays with the salesperson they already had.
- First to reply takes it. If another salesperson replies to an unassigned lead, or before the owner replies, the lead moves to whoever replied. The history shows “reassigned automatically — replied first”. After a manual reassignment by a manager, this no longer happens on that lead.
- Outbound. A conversation that started from the business’s phone (the business sent the first message) doesn’t go through the rotation.
- Nobody available. If no salesperson can take it, the lead sits in the inbox’s Unassigned queue. Whichever salesperson replies first gets it.
- Being online doesn’t matter. The rotation doesn’t check whether the person has the dashboard open and has no business hours: it distributes 24 hours a day.
Where salespeople see their leads
In the inbox, the Mine queue shows their conversations. In the Kanban and the list, salespeople see only the leads they’re the original salesperson for. A “New lead for you” notification appears when they get a new lead.
Example
At Example Co., Bruno complained he hadn’t gotten any leads in two days. In Settings › Team, the manager saw the Paused badge: he’d been paused during his vacation and nobody remembered to switch him back. She clicked Back to rotation (“Bruno is back in the rotation”) and the next new lead went to him, because he was the one who’d gone longest without one.
Didn’t work? See…
- How the rotation decides: lead rotation.
- Move a lead from one salesperson to another: reassign a lead.
- What salespeople see: roles and permissions.
Frequently asked questions
Can a manager get leads from the rotation?
No. Only people with the Salesperson role who are active and not paused. If the manager also handles conversations, they can take leads from the Unassigned queue by replying first, or get them by reassignment.
When I deactivate a salesperson, do their leads go to someone else?
Not automatically. They stay with that person as the original salesperson; use Reassign in each lead’s panel.
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