Manage unprocessed leads in Lead Capture

Summary

Learn how unprocessed leads are displayed in Lead Capture and why manual intervention may be required to complete the lead assignment process.

This article covers:

• About unprocessed leads
• Review unprocessed leads

About unprocessed leads

Unprocessed leads are enquiries that have been received by Lead Capture but could not be automatically matched to a single contact record or assigned by the system.

Unprocessed leads typically occur when Lead Capture cannot confidently determine which contact record should be associated with an enquiry.

Common examples include:

• Multiple contact records with the same email address
• Conflicting contact information that prevents a clear match
• Assignment scenarios that require manual review and confirmation

By reviewing unprocessed leads, you can ensure that enquiries are linked to the correct contact record and associated with the appropriate agent.

Review unprocessed leads

When unprocessed enquiries are detected, they appear within the Lead Capture dashboard for manual review.

To review these enquiries:

• Go to: More > Lead Capture
• Click the Unprocessed tab

Through here you can:

• View enquiries that could not be automatically matched
• Select the appropriate contact record for the enquiry
• Assign the lead to the correct agent where required
• Review allocation settings that may have contributed to the issue