Troubleshoot Global Sales Office referrals

Start with the status shown in Central Leads. Referral processing, email delivery, and a property's sales outcome are separate: a saved opportunity does not by itself confirm that the planner received an email.

If an RFP does not finish processing

An RFP is a request for proposal. Upload a PDF up to 5 MB, then use the status on the upload page to choose your next step:

The upload is a draft source. It becomes a Sales Office lead only after you review the form and select Create lead.

If extracted details are missing or wrong

Select View source RFP, compare the PDF with the form, and correct the values. Complete required planner and event fields before selecting Create lead. Select matching properties yourself; extracted property names do not send referrals.

If the contact comparison appears, use Use existing contact to keep saved details, Update contact and continue to apply the shown changes when available, or Back to editing to correct a mismatch. See Review a matching contact.

If a referral does not finish

1. Open Central Leads → Needs referral and select Review… for the affected lead (Review on a phone).
2. Check Affected properties and Successfully referred.
3. Select Try again to resume unfinished processing. Completed steps are not repeated and completed opportunities are not recreated.
4. If Siv shows Finishing referral… or cannot confirm the result, select Check status before trying again.
5. If recovery fails, select Copy support details, then Email support. Include the copied details so support can find the saved referral.

The success state is Referral completed. You can then select Refer to more properties if needed. If support is needed, keep the saved referral rather than starting another one for the same properties.

If the planner did not receive an introduction

Open Central Leads → Referred leads, expand the lead, and select the property's Property details. Check Automatic property response:

• Not sent — existing opportunity is expected after linking an existing opportunity with Attach this lead to it. Siv keeps the existing conversation and does not send another initial email.
• Waiting to send means the automatic response is still pending.
• Couldn’t send includes a reason. Ask the property's administrator to review missing response or inbox configuration. If referral processing also failed, use the recovery steps above.
• Sent to planner records that Siv sent the response. Confirm the recipient and review the permitted conversation before sending another message.

If you cannot resolve the issue, contact Siv support with the lead, property name, and displayed message.

If the seller differs from the preview

A round-robin rotation assigns new opportunities to eligible sellers in turn. Another lead can take the previewed turn before yours is referred. Check the saved assignment after referral.

Linking an existing opportunity does not run assignment rules. It keeps the current named seller, general-inbox assignment, or unassigned state. See Routing and warm introductions.

If a budget or report total looks wrong

A property opportunity can have a different budget from the original office lead. An active Event Temple, Tripleseat, or STS link may control that property's value. Check Budgets and integrations before changing it.

For report totals, check the selected office, properties, and received-date range. One property win can remove the original lead budget from open demand. See Sales Office reporting for the calculations and exclusions.

If an office, property, conversation, or report is missing

Confirm that you selected the correct office and clear filters that may hide the record. Ask your administrator to check office membership, destination coverage, and conversation access. Property-only access does not grant Sales Office reports.

The Office conversations only setting lets you track referrals without opening destination conversations through your office membership. See Check your access.