Identify which source the lead should have used, then check that source is set up and that this specific lead matches its rules.
Who can do this
- Owners and Admins — can do this for any record or setting in the account.
- Agents and Assistants — cannot do this.
Roles are predefined by NextAccord. See all roles & permissions
Steps
- Step 1: Routing email: confirm you forwarded the lead notification to the exact routing address, and that the forwarded message still contains the original lead details.
- Step 2: Connected mailbox review: confirm the mailbox is still Connected (not "Reconnect required"), and that an email lead rule matches this kind of message.
- Step 3: Website / form source: confirm the sending site’s domain is on the approved website domains list, and that the form posts to the source’s address.
- Step 4: Send a fresh test lead through that source and watch Lead Review.
Common problems
- The lead was captured but then rejected or quarantined.
- Public form submissions pass abuse checks (rate limits, origin, duplicates). Check the submission history on the lead capture source for a rejected or quarantined entry you can release.
- Leads used to arrive and stopped.
- Re-check the connected mailbox connection state and re-connect if it asks you to. For forms, confirm the sending domain is still approved.