Sending new leads to the right person

Sending new leads to the right person#

By default, a lead from a capture form goes to whoever you picked on that form. That works for one person. For a team it means one inbox fills up and everyone else's stays empty.

Routing rules fix that. Go to Settings → Lead capture, scroll to Routing rules, and choose New rule.

A rule is a sentence#

Every rule reads the same way:

WHEN Source contains trade show THEN Assign to Ahmed

You pick the field, the comparison and the value from dropdowns. There is nothing to type but the value.

What you can route on#

• Source — which form it came from. This is the one most teams use.
• Email — use ends with to send a whole company's people to one person, e.g. @acme.com.
• Phone — use starts with to route by country code, e.g. +20.
• Company name, first name, last name, message
• Gave an email / Gave a phone number — for sending the leads with no contact details somewhere else.

Two things a rule can do#

Assign to one person. Everything matching goes to them.

Share between a team. Leads go to each person in turn — first to one, then the next, then back round. If somebody leaves or is deactivated, the rotation quietly narrows instead of breaking.

Order matters#

Rules run top to bottom and the first one that matches wins. Use the arrows to move them.

A rule with no conditions matches everything, which is how you write a catch-all: put it last and it picks up whatever the rules above did not.

When rules do not apply#

If a form has its own owner set — the Assign new leads to box — that person gets every lead from that form and the rules are skipped.

That is deliberate: the form says who it goes to, so it would be confusing for a rule to quietly override it. To use routing, leave that box empty.

Rules also only apply to leads that come in through a form. A lead you type in yourself keeps the owner you chose.

Nobody is ever left out#

If no rule matches, the lead still goes to somebody — your longest-standing team member. A lead nobody owns is a lead nobody works, so that never happens.

"Needs attention"#

If a rule points at somebody who has left, it gets a needs attention badge and is skipped rather than blocking everything below it. Open it, pick somebody else, and the badge clears.