Overview
When the wrong person is getting a lead — or nobody is — the cause is almost always one of four things: team assignment, permissions, the call flow, or notification settings.
Check them in that order. Each step rules out one layer, and starting at the wrong end is why this takes people so long to solve.
Steps
Step 1: Check the Team section on the lead
Open the lead and look at the Team section.
Confirm the role you expect — Lead Manager, Acquisition Manager, or another — is actually assigned.
Start here, before touching the call flow. A call flow that routes to the Lead Manager cannot find one if none is assigned.
Step 2: Check the user's permissions
Confirm the user is allowed to access the lead.
A user can exist in the account, be perfectly correctly set up, and still not see a record because their permissions limit them — by assignment, campaign, pipeline, or status.
Step 3: Check the call flow
Review the call flow and confirm it points at the intended user or role.
Step 4: Check that user's notification settings
Notification settings are per user. Someone can have full access to a lead and still receive no alert about it.
Step 5: Test with a new lead
Create or use a test lead and run the whole workflow through.
Test with a brand-new lead after making changes — an existing lead may already carry assignments made under the old configuration.
Narrowing it down fast
Symptom | Look at |
Only one user affected | That user's assignment, permissions, and notification settings |
Everyone affected | The shared campaign automation and the call flow |
This one question usually halves the work.
Important Notes
A role-based workflow cannot find a role that is not assigned. This is the single most common cause.
Permissions can hide a record from a user who otherwise looks correctly set up.
Notification settings are configured per user — the account owner changing their own settings does nothing for anyone else.
The Inbox has its own visibility controls, separate from all of the above. See How to Control Which Team Members See Calls and Texts in Their Inbox.
Frequently asked questions
The automation exists. Why is the lead still not reaching my team member?
Check whether the automation actually assigns that role on the lead. An automation that runs but does not set the role leaves the workflow with nothing to route to.
Why does the lead show for me but not for another user?
Check that user's permissions, and whether their access is limited by assignment, campaign, pipeline, or status.
Can the account owner configure another user's notifications?
Notification preferences are user-level settings — the user needs to review their own profile.
Troubleshooting
You have changed something and it still isn't working
Test with a brand-new lead rather than the one that failed. Existing leads keep assignments made before your change.
New leads keep arriving with no Lead Manager
Review Automations → Leads → New Lead Created. See also How to Find Leads Missing a Lead Manager or Acquisition Manager to catch the ones already created.
One campaign behaves differently from the rest
Check that campaign's own automation setup. Campaign-level differences are easy to miss when everything else looks right.
Related
How Notifications, Lead Assignment, and Call Flows Work Together — how the five settings relate
How to Find Leads Missing a Lead Manager or Acquisition Manager
How to Control Which Team Members See Calls and Texts in Their Inbox