Help

Frequently asked questions

Short answers to the questions tenants ask: routing, delivery, returns, money, roles, branding, imports, the real-estate tools, and the demo.

Getting started

Where do I sign in?: At routedeck.ca/login. CRM workspaces can also sign in at crm.routedeck.ca. The Sign in link is at the top right of every public page.
What is the difference between RouteDeck routing and RouteDeck CRM?: Routing is the product that receives leads, decides which buyer gets each one, delivers it and bills for it; it includes the CRM. RouteDeck CRM is the same CRM sold on its own to the teams who work leads rather than sell them. A CRM workspace has no buyers, tiers or sources to deliver to.
Is there a demo?: Yes. The demo builds a throwaway real-estate workspace seeded with clients, listings, a pipeline and a transaction, signs you in, and removes it when you leave. Nothing in it reaches a real person.
How do I run the guided tour again?: Open Settings and use the "Take the product tour" card, or open Welcome and Setup. The tour drops a sample lead into your workspace and removes it when the tour ends.
Why does the dashboard show a "Still left to set up" card?: It lists the required and optional setup steps and stays until every required one is done: a live source, a published tier ladder, and a buyer with a delivery method. Optional steps can be skipped; the skip is recorded with who did it and when.

Leads and intake

I sent the same lead twice. Do I now have two leads?: No, if both posts carried the same reference: the second one updated the first. Without a reference, a lead whose phone or email matches one from the last thirty days is treated as a repeat and, by default, held for a human rather than routed again.
Where is the API key and the endpoint?: On each source under Sources. The key is shown once, when the source is created or the key is rotated; RouteDeck stores only a hash. The endpoint, the field list and every error code are in the Intake API guide inside your workspace.
My source says "testing". Why are my leads not routing?: A new API source starts in testing so you can send real-looking leads without delivering or billing anything. Those leads are held as tests, hidden from the CRM, and deleted when you confirm the field mapping (or after fourteen days). Open the source, match the received fields, and click Confirm mapping to go live.
What does "partial" mean, and where did my partial go?: A partial does not yet meet the completeness rule. It waits for the rest of its fields for the falloff window (fifteen minutes by default, under Falloff and Partials), then moves to the Falloff queue in the CRM where your team can finish it and route it.
A value came in wrong (a phone with letters, a province spelled oddly). What happens?: RouteDeck keeps the raw value exactly as sent, leaves the cleaned value empty, and flags the lead. Nothing is coerced and nothing is discarded. Rules that need that field treat it as missing, so such a lead usually lands in Falloff or Catchall for a human.
Can I add a field that my form does not send yet?: Yes, under Lead Types and Fields. Unknown fields a source sends follow that source's policy: capture and flag them (the default) or reject the whole lead (strict).
Do hosted forms record consent?: Every hosted form shows a required consent checkbox with wording you set, and every submission stores that wording with the time, the address and the page as the CASL snapshot. A separate credit-consent block can be added to the last step for credit pulls.
Is the "Preview" button on the forms list safe to submit?: Not today: it opens the live form, so a submission is a real lead that can route and deliver. Use the preview inside the form builder, which does not post, or pause the form first.

Tiers and routing

How does RouteDeck pick the tier?: Top down, first match wins, then the walk stops. Order the tiers on the Tier Ladder with the one you want filled first at the top. A lead that matches no tier goes to Catchall.
What happens when I save a tier?: Saving publishes. The ladder gets a new version number, the old version is kept for the record, and every lead that routes afterwards records the version that placed it. Leads already placed are not moved.
I changed a tier’s price. Which leads does it apply to?: The price is read at the moment a lead is delivered, so a lead placed before the change but delivered after it is billed at the new price. A lead delivered before the change keeps its debit; a later price cut does not refund it.
What does pausing a tier do?: Routing skips it in place; leads that would have matched fall through to the next tier or to Catchall. Open orders and subscriptions on that tier stay open and stop filling. Pausing your only tier sends every complete lead to Catchall.
What is the difference between Catchall and Falloff?: Catchall holds complete leads that matched no tier. Falloff holds partial leads that never completed. Both are CRM queues; both can be re-routed once a human fixes what was missing.
Can I test a rule before I save it?: Yes. "Test a lead" on the ladder takes a sample or a real lead and shows which tier would win and why, without routing or notifying anyone. The routing checks on the same page flag unreachable tiers and overlaps whenever the ladder changes.
How many buyers can one lead be sold to?: One, unless you raise the default under Pipeline Overview or override it per tier with "Max sales per lead". A lead locks its cap when it first routes; later changes affect new leads only.

Buyers, delivery and returns

Which formats can a buyer receive?: ADF email (the machine-readable XML that dealer systems import), a branded HTML email, or a signed webhook post to their system. A buyer can have several methods, in a fallback order, and the ADF and HTML emails can both be primary.
A delivery says bounced. What now?: The buyer's mailbox refused it. You get a notification; fix the address on the buyer's delivery method and re-route the lead from its record. Under General you can also turn on automatic re-routing of bounced deliveries to the next eligible buyer.
How do returns work?: Each buyer has a return window in days and a list of reasons. Within the window the buyer (or you, on their behalf) requests a return with a reason; you approve or deny it, or the buyer is set to automatic approval. Approval credits the buyer’s account at the tier price and marks the lead returned so it can be re-routed.
Where do buyers see their leads?: In the client portal, if you invite them from the buyer page. They see their deliveries and can request returns; they never see your other buyers, prices or settings.

Orders, invoices and payments

What is an order?: A block of leads a buyer agreed to take: a quantity per tier or tier group. Deliveries into those tiers fill it; RouteDeck warns you as it approaches full and when it is full. Filled and paid orders leave the active list and stay visible from the invoice table.
How do I invoice a buyer?: From the buyer page, Create invoice. Tick the delivered leads to include; choose whether RouteDeck numbers and emails it, or record an invoice you issued from another system with its reference and date. Recorded invoices cannot be re-sent or turned into a PDF; they are the record of what you did elsewhere.
How do I record a payment?: From the buyer page, Record payment. Choose where it goes: a specific invoice, an order (a prepayment), or the account balance. An overpayment on an invoice stays on the account as credit.
Why is an invoice number missing from my Invoices page?: The Invoices page lists every invoice across every buyer and, for recorded references that are all digits, names each number absent between the smallest and largest. A gap means you never recorded that invoice in RouteDeck.

Catchall, Falloff and the CRM

Who works Catchall and Falloff?: Anyone with CRM access. A CRM Agent can be limited to one queue or both from Team. The queue keeps your sort order, and the lead record has a "Finish application" tab for partials.
What does "Finish and route" do?: It saves the fields your team completed on a partial or Falloff lead and sends the lead into the ladder as if it had just arrived complete. If the application was read aloud on the phone, record the consent attestation on the record first.
Where do replies to my emails go?: A reply to a CRM email lands on the lead's timeline. Under Notification Preferences you can also forward a copy to a mailbox. Reply capture depends on the inbound mail setup for your workspace; if replies are bouncing, ask us.
Where do re-routed leads land on the pipeline board?: In the first terminal stage by position under Stages. Keep a stage such as "Routed" as the first terminal stage; if "Dead" comes first, re-routed leads are filed as dead.

Team, roles and security

What can each role do?: Owner: everything, including settings, billing, invitations and money corrections. Admin: day-to-day work including leads, buyers, orders, the tier ladder, imports and email templates, but not workspace settings, people, or API keys. CRM Agent: the CRM queues you assign, with optional permissions to re-route, email, create leads and view reports.
Can I change someone’s role or remove an Admin?: Not from the Team page yet: roles are set at invite time, and only a CRM Agent can be revoked there. Ask us to change a role or remove an Owner or Admin. Invitations expire after seven days; to resend one, revoke it and invite again.
How do I turn on two-factor sign-in?: Under Account Security: an authenticator app, or a code emailed at each sign-in. Once a factor is verified, every page requires it.
Where is my data stored?: In Canada, in the Montreal region, including backups. The one exception is outbound email, which our email provider processes in the United States. Sensitive fields you mark are encrypted before they reach the database.

Branding, terminology and email

Where does my logo appear?: Set it once under Brand. It prints on report letterheads, the invoices you send, hosted pages and forms that use your branding, and in email templates through the logo placeholder.
Can I rename "Lead", "Catchall" or "Falloff"?: Yes, under Terminology. The rename applies to the queues, the Leads page, the dashboard, reports, notifications and calendar titles. It does not change the sidebar labels, buyer emails or the client portal.
Why did a field print blank in a buyer email?: A placeholder that does not match a field key or a known alias renders empty, in the preview and in the send. Check the spelling against the Insert a field buttons in the template builder.
Why do my emails come from routedeck.ca?: Until you verify a domain under Sending Domain, buyer deliveries and lead emails send from routedeck.ca on your behalf.

Imports

Will importing my old leads deliver them to buyers?: Only if you turn on "Route these leads to buyers now". Off (the default and the right choice for a historical book), imported leads land in Catchall and Falloff as workable CRM records; nothing is delivered or billed.
How do I show the revenue from leads I sold before RouteDeck?: Map the "Previous revenue" and "Sold to Client" columns when you import, then open each buyer’s page and use the Link banner to attach the imported leads whose sold-to name matches that buyer. The name must match the buyer’s current name exactly.
An import stopped halfway. Can I upload the file again?: Re-run the same import from its page; that resumes it without duplicates. A fresh upload of the same file creates new records for every row that already imported, so do not start over unless the first import was deleted before it ran.

Real estate

Which real-estate tools are included?: Listings synced from your board feed or added by hand, saved searches that match buyers to listings automatically, a branded home-valuation page, the CMA builder, transactions with commission math and a checklist, referrals, and business contacts for the lenders and inspectors you hand work to. Switch any of them off under Modules.
Why do I not see the CMA or Listings?: They belong to the real-estate bundle and to the full CRM tier. An auto-finance workspace or a basic-tier routing workspace does not have them; a real-estate workspace that switched them off under Modules can switch them back on.