Troubleshoot AgentExchange Leads

Custom Lead Routing Rules

Typically, you set up custom lead routing rules to prevent duplicate or unwanted leads from reaching your sales team.

For example, an employee at your company watches your AgentExchange listing’s demo video. When prompted for contact information, they enter a company email address. AgentExchange records this interaction as a lead. From a sales perspective, it’s an unwanted lead.

To prevent leads from users with your company’s email address from propagating to your Salesforce org, you can create a custom lead routing rule.See Guidelines for Assignment Rules.

Customer Contact Preferences

Customer can choose to share their contact info with, and allow contact from, AgentExchange providers. AgentExchange sends only leads to your Salesforce org for customers who allow provider contact.

Web-to-Lead reCAPTCHA

To receive AgentExchange leads in your Salesforce org, disable Require reCAPTCHA Verification in your org’s Web-to-Lead settings. If reCAPTCHA is enabled, AgentExchange leads aren’t sent to your org.

State and Country/Territory Picklists

AgentExchange sends leads to your org via Web-to-Lead. Users provide contact info for the lead by completing the AgentExchange Web-to-Lead form. They’re required to select a country or territory from a picklist. The selected country or territory is saved as a text value. For example, a user selects Japan. The saved value is the full name of the country, Japan. The AgentExchange lead is sent to your org with country set to Japan.

In orgs with state and country/territory picklists enabled, you can optionally populate these picklists with predefined, standard state and country lists that Salesforce provides. You can also edit country names and integration values, also known as developer names.

The Web-to-Lead form uses the integration values from the state and country/territory picklists. For AgentExchange lead creation to succeed, the integration value for a country/territory in your org must match the value captured on the AgentExchange Web-to-Lead form. In our example, they must both be Japan.

Changing country/territory names doesn’t affect AgentExchange lead creation, but changing integration values does. Don’t change integration values. The country or territory sent in an AgentExchange lead must match an integration value in your org. If there’s no match, lead creation fails. The same issue occurs with state picklists.

To avoid state and country/territory picklist-related lead failures, you have two options. Use the standard picklist integration values, or add duplicate states and countries/territories to your picklists.

• Use Standard Picklist Integration Values

  To implement this option, use the Salesforce standard state and country/territory picklists in your org, and leave the integration values as-is. We recommend this option for most partners.

  With this option, AgentExchange leads propagate to your org with full state and country/territory names. The names match integration values in the standard picklists.

• Add Duplicate States and Countries/Territories to Your Picklists

  Implement this option if you require two-letter state or country/territory abbreviations in your org. For example, you show abbreviations in the user interface, or use them to integrate with other systems.

  Add duplicate states and countries/territories to your picklists with different integration values. Set one value to the two-letter state or country/territory abbreviation. Set the other value to the full state or country/territory name. Make only the two-letter abbreviation picklist entries visible.

  With this option, AgentExchange leads propagate to your org with full state and country/territory names, which match the full name integration values in your org. You also have two-letter integration values to use as needed.

Duplicate Rules

If your org uses duplicate rules, review your duplicate rule settings to ensure they don't inadvertently prevent incoming leads from being captured. When a duplicate rule blocks a lead, Salesforce doesn't send a notification, and the lead is lost.

To resolve this problem, configure a bypass for AgentExchange Leads:

1. From Setup, enter Duplicate Rules in the Quick Find box, then select Duplicate Rules.
2. Find the duplicate rule on the Lead object, usually Standard Lead Duplicate Rule or a custom alternative, and click Edit.
3. Set Action On Create to Allow.
4. Next to Action On Edit, deselect the Alert checkbox. If enabled, lead creation fails.
5. Under Conditions, set a filter logic:
   • Field is Lead: Lead Source
   • Operator is Starts with
   • Value is SFDC-
6. Set the rule's Order to the lowest available number to ensure it runs before your other blocking duplicate rules.
7. Click Save.

With this in place, AgentExchange leads are created even when they match existing records, while your other duplicate rules continue to operate normally for leads from other sources.

For more information, see Standard Lead Duplicate Rule.

Lead Capture Timing

After you enable lead capture for an AgentExchange listing, the configuration can take up to 10 minutes to sync. If a customer submits a request during this time, the lead isn't created. To avoid this, turn on lead capture before you publish your listing.