Required Permission: Manage Store

Leads are assigned to users through business rules, either by having a specific user assigned to the business rule or more commonly through the use of a distribution. In the event that leads are not assigned to all intended users when utilizing a distribution there are a few places you can look to figure out why. This also applies to users who are included in a grab-it distribution. If you have users unable to see new Grab it's keep reading!

A good place to start is with the distribution being used in your business rules. If you know which distribution you're utilizing you can go straight to the Distributions menu. If you are unsure which distribution you're using look at your business rules to find out!

Step 1) Click on your user account button and select store settings.

Step 2) Select Business Rules from the menu on the left.

Step 3) Your assign user rules will typically be set up under the New Prospects category. Select New Prospects and select either Internet or Campaign depending on the lead type you need to investigate for assignment.

Step 4) Look for your Assign rule which may be "Assign Salesperson", "Assign BDC", or "Assign Based on User" depending on who you assign leads to at your store. Your assign user rule will be under the Immediate section at the top of the category as leads are assigned as soon as they come into the system.

Step 5) You can hover your cursor over the initials or click the rule and navigate to the Users tab to view the distribution.

Step 1) Once you know which distribution is being used to assign users to leads click on the Distributions sub-menu in Store Settings.

Step 2) Click on the distribution being used to assign leads from the list.

Step 3) You can view users assigned by hovering over their initials or profile picture or you can click on the priority and navigate to the Users' tab.

Step 4) If a user that should be receiving leads is not assigned to the priorities within the distribution you can add them using the Add User drop-down. See also Adding a User to a Distribution

Using a Distribution with "Work Schedule" requirements:

If you utilize any distribution types that include Work Schedule you need to ensure the user's Work Schedule (hours they should be included in the distribution) are set in their User Profile. See Updating a User's Work Schedule for instructions on how to add or update a work schedule.

Users on Vacation Mode

Putting a user on vacation mode will remove them from any associated distributions. Turn off vacation mode for the user to start receiving leads again. See Turning Vacation Mode On or Off.

The user Cannot See Grab Its

If a particular user cannot see grab-its that have come in there's a good chance they're not on the grab-it distribution being utilized. See the steps above to verify if they are on the distribution. Adding a user to a grab-it distribution will only allow them to see new grab-its that come in after they've been added. Grab its that were received in the CRM prior to them being added will not be visible.

If the system is unable to assign a lead (either round robin or grab it) based on your distribution set up the lead will go into a global grab it state. Only users with store data access or those with Grab-It permission in User Management will be able to see the lead on the notification bar.

For additional troubleshooting or assistance please reach out to your CSM team through chat support.