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Resolve missing or unmatched enquiries

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Summary

Learn how to investigate enquiries that appear to be missing or do not match between property portals and Box+Dice, and the checks you can perform before contacting Support.

This article covers:

About missing or unmatched enquiries

A missing or unmatched enquiry occurs when an enquiry record cannot be located or appears inconsistent between a property portal and Box+Dice.

This may include:

  • An enquiry that appears to have been submitted through REA or Domain but cannot be found in Box+Dice Lead Capture
  • An enquiry that exists in Box+Dice but cannot be located on the originating portal

These situations can occur for a variety of reasons and do not always indicate a system issue.

Possible causes

Common causes of missing or unmatched enquiries include:

  • The enquiry was captured successfully but assigned to a different listing or agent due to mismatched IDs
  • The enquiry email was filtered into a junk or spam folder before reaching the CRM
  • There was a delay between the portal submission and the scheduled 30-minute import cycle
  • The listing on the portal is linked to a different office or agent ID than expected

In many cases, missing or unmatched enquiries are related to listing, office, or agent configuration rather than a failure to capture the enquiry.

Troubleshoot missing or unmatched enquiries

Before contacting Support, perform the following checks:

  • Check the Lead Capture dashboard for the relevant listing
  • Review the date range during which the enquiry was submitted
  • Confirm that the listing, office, and agent information matches the configuration on the portal
  • Allow sufficient time for the enquiry to be processed through the import cycle

If no enquiry record can be found, escalate the case to support and provide the following information:

  • The enquiry timestamp
  • The portal listing ID
  • Any relevant screenshots or correspondence related to the enquiry

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