Assign leads and control who sees them
Give every lead an owner, in bulk or one at a time, and understand the rule that decides which leads each person on your team can open.
Two things decide what a person sees when they open Leads: who owns each lead, and what their role allows. This covers both, because most “I cannot see my leads” questions are really one of these two.
Give a lead an owner
Open Leads from the sidebar.
- One lead: open it and set the owner on the lead itself.
- Several at once: tick the rows you want, or use Select all, then use the bulk action to set the owner. Naming one person assigns them all. Naming several deals the leads out between them in turn.
Add a lead opens a form built from your own field setup, so the fields you see are the ones your account was configured with rather than a fixed list. If a field you need is missing, it is added in your form settings, not here.
To bring in a list rather than type them, use Import a list, and Update leads from a sheet to change existing ones in bulk. Both are covered in Import your leads from a CSV or Excel file.
Who can see which leads
This is the part that surprises people. Ownership is not just a label, it decides visibility, and the rule runs on the server so it applies to the Leads page, the dashboard and reports identically.
| Role | Sees |
|---|---|
| Admin and Super admin | Every lead in the company |
| Location admin | Leads they own, plus every lead in the locations assigned to them |
| Location admin with no locations set | Only leads they own |
| Vendor | Only leads tagged to them |
| Every other role | Only leads they own or created |
That last row is the important one. A custom role you created, whatever you named it, falls here. A role called Manager or Team Leader does not see the whole company’s leads just because of the name. If someone senior needs a wider view, give them the admin role or make them a location admin with the right locations.
A rep’s dashboard uses the same rule as their lead list, so the two can never disagree with each other.
When someone says they cannot see a lead
| What they report | Usual cause | Fix |
|---|---|---|
| “My list is empty” | They own nothing yet | Assign leads to them |
| “I cannot see the team’s leads” | Their role only sees their own | Working as intended. Change the role if that is wrong |
| A location admin sees only their own | No locations are assigned to their user | Add the locations on their user record |
| They see a lead but not its calls | Calls are per agent. A non-admin sees only their own calls | Nothing to fix |
Keep the list workable
- Saved Views stores a filter set you use often, so you are not rebuilding it daily.
- Table columns picks which columns show. Admins can also restrict columns for everyone under Account Setting.
- Kanban View groups leads by stage, which is the fastest way to see where the pipeline is stuck.
- A lead flagged Not contacted before the SLA deadline missed the response time you set under Account Setting. Treat it as a queue to work, not an error.
Related
- Import your leads from a CSV or Excel file
- Add your team and set what they can see
- Set up your first automation to assign owners without doing it by hand.
Still stuck on this step?
Send us what you are seeing and we will sort it out with you.