Convertr Connect Soft Check Workflow Follow

Overview

With the introduction of Soft Check in Convertr Connect, lead troubleshooting ownership has shifted.

• Before: Receiving enterprise investigated failed leads
• Now: Sending enterprise (lead provider) initiates the troubleshooting process and must provide full lead details.  This allows the partners to be more proactive in the troubleshooting process.

Convertr Connect: Soft Check - New Troubleshooting Workflow

What Happens When a Lead Fails Soft Check

1. A Lead Flag is generated in the platform
2. The flag includes:
   • Soft Check failure reason
   • Job ID
   • Error label / validation message
3. The lead is not delivered to the receiving platform
4. The receiving enterprise has no visibility into the lead
5. The sending enterprise must initiate and drive resolution

Workflow Process:

1. Identify the Failed Lead

• Locate the lead in Convertr
• Confirm it was flagged due to Soft Check

2. Capture Error Details 

Copy the following directly from the platform using the copy icon on the top right of the dialogue box:

• Lead Hash
• Job ID
• Lead Flag (error message + reason)

*If Step 2 produces results, proceed to Step 3.

3. Review QuickSight Dashboard (If necessary) (Refreshed every hour)

It is the Partner’s responsibility to validate against expected campaign logic before reaching out to the customer.

Use the QuickSight dashboard to:

• Identify patterns in failures, rather than looking at leads individually.
• Understand why leads are being rejected

4. Validate Against Campaign Requirements

Compare:

• What was submitted in the lead
  vs.
• What the receiving enterprise expects

Look for:

• Field mismatches
• Formatting issues
• Missing required values
• Validation rule conflicts
• Value Transforms 
  • If Value Transforms are the only reason for the failures, push the lead through as best practice.
  • How to Reprocess a Lead

5. Send Troubleshooting Details to Receiving Enterprise

The sending enterprise must proactively reach out and include:

Required in communication:

• Lead Hash
• Job ID
• Full Lead Flag / Error Message
• Supporting details (QuickSight export or notes from QA flags)

Note: This replaces the old “Can you check this lead?” approach — the expectation is fully informed troubleshooting context is provided upfront

6. Brand or Agency Main Contact Review

Using the Job ID, the receiving enterprise will:

• Confirm:
  • Correct setup, or
  • If the values provided indicated in the lead flag details are a mismatch against what was submitted.
• Review job configuration
• Compare against expected campaign logic

7. Resolution Path

Two possible outcomes:

A. Configuration Issue

• Receiving enterprise updates campaign logic if needed

B. Data Issue

• Sending enterprise corrects lead submission values

C. If both A & B are confirmed, please open a support ticket.

8. Retest Lead Flow

• Resubmit leads
  • Convertr best practice is to resubmit 1-2 leads, limiting reprocessing
• Confirm successful delivery

• Monitor for repeat failures as needed

  
  Support Is Available - Convertr Support Team can assist with troubleshooting, validate configurations, and provide guidance.  Engage support if the root cause is unclear or if the issue persists.