Leads troubleshooting
Why a lead is missing, incomplete or shown twice, and what to do about export problems.
Updated
| What you see | Why | What to do |
|---|---|---|
| Conversations in the Inbox, but no leads | Your agent saves a lead only when a customer shows interest: says what they want or gives a detail you collect. General, price and support questions make no lead | Open a chat where the customer clearly wanted something. If it has no lead, check the AI was answering it rather than your team |
| No leads, and the Inbox is empty too | No channel is connected, or the AI is off | Check Channels for a connected channel. When the AI can't answer, the Inbox says "AI is off" with a link to fix it |
| A lead has no phone number | The customer hasn't given one yet: a lead is saved as soon as they show interest | If phone is Always ask, your agent asks for it and adds it to the same lead. Otherwise use View chat |
| "No contact info" or "(no name)" | The customer hasn't given those details yet, or they're Note if mentioned | Make them Always ask in Lead details so your agent asks for them |
| A detail shows "Required to order (retired)" | It was marked with a choice that no longer exists | Choose Always ask or Note if mentioned for it and save. If your team needs it for orders, make it an order question instead |
| "Only the owner can change lead details." | You're a manager or agent | Ask the workspace owner |
| + Add detail reads "Max 15 details" | You're at the 15-detail limit | Remove a detail before adding another |
| "Your lead details changed. Refresh and try again." | The page was out of date | Refresh the page, redo your change and save |
| "This lead changed. Review the current status and try again." | Someone changed the status, or your agent saved new details, while the page was open | The dropdown now shows the current status. Change it again if you need to |
| A lead disappears when you pick a date range | The list is ordered by the latest update, but the range reads when the lead was captured | Choose a longer range, or All time |
| The export opens as unreadable characters in Excel | The file lost its UTF-8 marking, usually after being re-saved from a text editor | Open the original downloaded file by double-clicking it. To import by hand, use Data → From Text/CSV and choose UTF-8 |
| Dates in the export don't match the dashboard | The file is in UTC; the dashboard shows your time zone | Convert to your time zone, or hover the time on the dashboard |
| A customer has two leads | Their first lead was closed (completed or lost), they came back after 30 days of silence, or they wrote from two channels or browsers | Nothing to fix: leads are never merged. Set the one you don't need to lost |