Why is a safeguarded record not visible in a queue?

Short answer

Safeguarded records may be hidden from mass-action queues or require a separate review path. Safeguards are designed to prevent risky accounts from being actioned automatically.

Check this first

• Is the record protected by customer-defined safeguard rules?
• Is the record excluded from mass actioning or routed to review?
• Is the expected action still allowed for that risk tier?
• Did the queue recalculate after safeguard settings changed?

What to send support

• Account ID.
• Expected action queue.
• Safeguard/risk fields for the record.
• Screenshot or export showing current queue filters.

Related product docs

• Managing actions
• Actions