Guides › Routing & alerts
How Routing Works Know which of four settings decides who hears about a lead, which leads qualify, when it runs and who it is sent from — so you can tell which one is broken. Before you start: Nothing to configure — this page explains the pieces the setup pages refer to. An administrator role, when you go on to change any of them. Every email and text alert passes through all four. Each red badge is a place where the run still reports success and nothing arrives.
The four pieces Piece Decides Where Fails silently when Lead Tag WHO hears: the email addresses and phone numbers on the tag. Tags also decide which agents can see the lead. Settings → Lead Tags The tag has no address for the channel. Automation WHICH leads qualify (score, tags, lines of business) and HOW they are sent. Settings → Automations No Lead Tags chosen — it sends nothing. Scheduled job WHEN it runs. Settings → Scheduled Jobs It was never enabled. Email Engine Who mail is FROM — your own provider and domain. Settings → Email Engine It is not connected.
The three silent failures 1 · A tag with nobody on it delivers nothing Point the text alert at a tag that has email addresses but no phone numbers and nobody is texted — the job still runs and still reports success. When you pick tags on an automation, any that cannot be reached are marked · no phone number or · no email address right there. 2 · Pressing Schedule creates the job switched off Nothing runs until you enable it under Settings → Scheduled Jobs . A job with no next-run time is not scheduled, however complete its settings look. This trips up almost everyone once. 3 · Sending is fail-closed Every report and email alert sends only through your connected Email Engine — there is no shared LeadLogiX fallback address. With no engine connected an email automation still runs, still shows a green history, and delivers nothing. Its row under Automations shows not set up ; that badge is the warning.
Sent once per tag Each lead is alerted once per tag, ever , and marked so no later run repeats it. Adding a second alerting tag to a lead that was already alerted tells the people on the new tag. A lead carrying two tags that both reach the same person reaches them twice — keep overlapping tags off the same recipient list. Because of this marker, overlapping look-back windows never double-send. You'll know it worked: For any alert you can name the tag that holds its recipients, the automation that picks its leads, the job that runs it and the engine that sends it — and each shows as ready: the tag has recipients for the channel, the automation's row carries no badge, the job has a next-run time, and the Email Engine shows connected. Why sending is fail-closed, and why recipients live on the tag Mail goes out from your own provider, never a shared LeadLogiX address, so recipients see a sender they recognise on a domain they trust — better deliverability, and LeadLogiX can never email on your behalf without your setup. The cost is that a missing engine fails quietly, which is why the badge exists. Recipients live on the tag rather than on each automation so that one tag reaches one team, whichever channel is sending. Two tags can reach two different desks from the same automation, and a desk's list survives the automation being rebuilt.