Overview

Incorrect or mismatched assignment logic in automation or configuration settings may lead to visibility issues in Application Manager or Lead Manager. This article outlines two specific scenarios faced by users that impacted the visibility of leads and applications, along with their root cause and recommended solution.

Use Case

Case 1: Applications Not Appearing in Application Manager Post Payment

Issue:
Applications were not visible in Application Manager for Counselor X, even after payment was approved. However, the applications were visible in Lead Manager.

Root Cause:

The automation logic was designed to assign Leads to Counselor X and Applications to a different user.

Since the Application was not assigned to X, it did not appear in her Application Manager dashboard, which is governed by the assignment filter.

Solution:

• Revisit the automation logic to ensure that either the same counselor is assigned both the lead and the application (if intended), or the access settings are configured to allow view access for related applications.
• Alternatively, update permissions or dashboard filters to allow counselors to see applications associated with their assigned leads.

Case 2: Assigned Owner Appears as NA Despite User Engagement

Issue:
Users could not view certain leads in Lead Manager, even though they had touched (interacted with) the lead. This is because the "Assigned Owner" field was blank (NA).

Root Cause:

The configuration was enabled such that users can only view assigned Leads/Applications.

Touching or updating a lead does not auto-assign ownership unless explicitly configured in automation logic.

As a result, unless a user is marked as the Assigned Owner, they will not be able to view those records.

Solution:

• Update automation to assign the owner upon the first interaction or based on predefined rules (e.g., touchpoint tracking).
• Consider allowing visibility for leads where the user has been added as a collaborator or has activity history.
• Modify view permissions to include leads where the user has interacted, not just assigned.

Conclusion

Mismatches between automation rules and user permissions can result in confusion, restricted access, and reduced productivity. By reviewing and fine-tuning automation flows, ownership configurations, and access policies, you can ensure that users have timely and appropriate visibility of both leads and applications.