Troubleshoot lead delivery and assignment

Start with the provider’s response

Ask for the request time, URL path, response status and body, and the requestId if one was returned. Redact the posting key before sharing screenshots or logs. If accepted is true and a lead number was returned, investigate the saved record before posting it again.

Authentication failures

1. 1Check that the URL is the posting URL for this brokerage, including its tenant key.
2. 2Confirm the provider sends the current source key in X-Api-Key.
3. 3Confirm the source is active. A rotated key stops working immediately.
4. 4Do not change a live key just to test it. Compare the configured values first and coordinate a rotation if it is necessary.

Accepted leads with missing fields

Send the same payload to the /test endpoint. Inspect parsed, ignoredFields, route, and warnings. The endpoint ignores unrecognized fields; a 201 response proves acceptance, not that every custom field mapped. Email or phone is required. Both ZIP fields are needed for a useful route.

Accepted leads nobody can see

1. 1Use the returned leadNumber to search Leads as an administrator.
2. 2Clear status, source, date, and assignment filters.
3. 3Check the assignee and the unassigned pool. Ordinary agents are limited by their record visibility.
4. 4Review source-team mapping, rule order, active team membership, working hours, and lead caps.
5. 5Assign the existing record if needed. Changing distribution settings affects new arrivals rather than moving existing work.

Duplicate and retry handling

duplicate: true still means accepted. Review the existing customer’s work before contacting them again. If the provider received a successful acknowledgement, do not resend it to fix an assignment issue. If a request timed out without a response, first investigate whether a record was created before repeating the submission.

Batch and rate-limit failures

What to send support

1. 1The source name and the leadNumber / leadId, if returned.
2. 2The time of the request with timezone and its requestId, if available.
3. 3The response status and error message.
4. 4A redacted payload and the result of a dry run.
5. 5Whether the problem is acceptance, field mapping, assignment, or visibility.