Why Did My Lead Get Reassigned to a Different Loan Officer?

Why Did My Lead Get Reassigned to a Different Loan Officer?  |  Rebel Convert | Troubleshooting

If a lead that was originally assigned to one loan officer suddenly appears under a different team member — or seems to have "disappeared" from the original LO — this is almost always caused by how your shared calendar is configured in Rebel Convert.

This article explains why it happens and how to fix it.

Understanding How Rebel Convert Assigns Leads

When a lead books an appointment through your shared calendar, Rebel Convert tracks two separate ownership fields:

These two fields do not always match automatically. When a lead books on a team calendar, Rebel Convert round-robins availability across all staff members listed on that calendar — regardless of who the contact is already assigned to.

If the original loan officer is not listed as a staff member on that calendar, the system skips them and assigns the appointment (and potentially the contact) to whoever is next in the rotation.

The Root Cause: Missing Staff Member on the Calendar

The most common reason a lead gets reassigned is simple: the loan officer who owns the contact was never added to the shared calendar's staff list.

Here is what happens step by step:

1. A new lead comes in and gets assigned to Loan Officer A (e.g., Chris).
2. The lead books an appointment using the shared team calendar (e.g., "Mortgage Consultation").
3. Rebel Convert checks which staff members are available on that calendar.
4. Chris is not listed as a staff member on that calendar.
5. The system assigns the appointment to the next available staff member — e.g., Greg.
6. Depending on calendar settings, the contact owner may also update to Greg.

How to Fix It

Step 1 — Go to Calendar Settings

In Rebel Convert, navigate to Calendars in the left menu, then click Calendar Settings.

Step 2 — Find the Affected Calendar

Locate the shared team calendar your clients use to book appointments (e.g., "Mortgage Consultation"). Click Edit.

Step 3 — Check the Staff & Location Tab

Under the Staff and Location section, review the list of staff members assigned to this calendar. If a loan officer is missing from this list, they will never receive round-robin assignments from this calendar.

Step 4 — Add the Missing Loan Officer

Add the loan officer who was incorrectly skipped. Save the calendar settings.

Calendar Settings That Control Lead Assignment

Inside your team calendar settings, there are two options that determine how contact ownership is handled when appointments are booked. Understanding these helps you configure the behavior you want:

Option 1 — Assign Contact to Their Calendar Team Member Each Time an Appointment Is Booked

When this is ON: The contact owner is updated to match the appointment owner every time an appointment is booked. If the appointment goes to Greg, the contact owner switches to Greg as well.

When this is OFF: The appointment owner is recorded, but the contact owner is not automatically updated.

Option 2 — Skip Assigning Contact If the Contact Already Has an Assigned User

When this is ON: If a contact already has an assigned loan officer, the system will not overwrite that assignment — even if the appointment goes to a different team member. This protects existing assignments.

When this is OFF: Every new appointment booking can overwrite the contact owner.

If the Lead Has Already Been Reassigned

If a lead has already been moved to the wrong loan officer, here is how to correct it:

1. Open the contact record in Rebel Convert.
2. Click on the contact owner field and manually reassign it to the correct loan officer.
3. If an appointment was booked under the wrong LO, open the appointment and edit it — select the correct team member and reschedule based on their availability.
4. Make sure to add the correct LO to the calendar staff list before this happens again.

Quick Reference Summary

GoHighLevel Help Resource

This behavior is native to GoHighLevel (the platform powering Rebel Convert). For additional detail, the GHL help article on this topic is available here:

Contact Got Reassigned to Another User When Booking an Appointment in Group Calendar — help.gohighlevel.com