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Overview

When a lead has an unexpected owner, review the values sent by Unify and the assignment behavior configured in Salesforce. Ownership can be supplied by a field mapping or a play’s assignment configuration, and Salesforce automation can also affect the final result.

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Check the Unify write

Open the relevant attempt in Sync log and inspect its record details. Confirm that the write created or updated the intended lead, then review any owner value sent with it. Check the lead’s field mapping and the configuration of the play that performed the sync. When Unify supplies a mapped record owner, that value takes precedence over a record assignment rule selected on the play action. The account performing the write and the lead’s owner serve different purposes. Use the connection shown in the sync log to identify the Salesforce account that performed the operation. Review the owner field to identify the person or queue responsible for the lead.

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Review Salesforce assignment behavior

Have your Salesforce administrator review the active lead assignment rule, its criteria, and other automation that changes ownership. Salesforce’s REST API also uses an assignment rule header to control whether a request applies assignment rules. A result from creating a lead manually in Salesforce may therefore differ from an integration write. If the owner remains unexpected, share the lead ID, sync log attempt, expected owner, and relevant rule with support. These details help distinguish a value sent by Unify from a change applied in Salesforce.