Overview
Five separate settings decide who can work a lead, who the phone rings for, who gets alerted, and whose Inbox the conversation lands in.
They are independent. Setting one correctly does not set the others, and most "it's not reaching the right person" problems come from assuming one of them covers the rest.
The five parts
Setting | What it decides |
Lead assignment | Which team members and roles are attached to the lead |
Permissions | Whether a user is allowed to view or work that record |
Call flow | Which users or roles are included when an inbound call is routed |
Notification settings | How an individual user is alerted — per user |
Number-level Inbox visibility | Whose Inbox receives activity from that number |
How they interact
A call flow that points at a role still needs that role assigned on the lead. "Route to the Lead Manager" finds nobody if no Lead Manager is set.
A user can have access to a lead and still not be alerted. Access is permissions; alerts are notification settings.
A user can be in the call routing and not in the Inbox audience for the same number. The two are configured separately.
None of them substitutes for another. Fixing the call flow will not fix a missing assignment.
Frequently asked questions
Why can I see the lead but get no alert?
Review your notification settings. Visibility and alerting are different things.
Why is a role-based workflow not reaching the expected person?
Confirm the role is actually assigned on the lead. The workflow can only find a role that exists there.
Why is activity missing from my Inbox?
Review the number-level Inbox visibility setting for the number the activity came in on.
Diagnosing in the right order
Work down the list. Each step rules out one layer.
The lead's Team section — is the expected role assigned?
Permissions — can that user see the record at all?
The call flow — does it include the intended user or role?
Notification settings — is that user set to be alerted?
Inbox visibility — is that user in the audience for the number?
Test after each change, so you know which setting actually fixed it. Changing three things at once tells you nothing.
Related
Why a Lead Isn't Ringing or Notifying the Right Team Member — the step-by-step version of this
How to Control Which Team Members See Calls and Texts in Their Inbox
How to Find Leads Missing a Lead Manager or Acquisition Manager
How to Set Up Your Notifications in REsimpli