Lead assignment

Distribute incoming leads among your team members manually or automatically. Assigned leads appear in the agent's personal workspace, and they receive a notification so nothing falls through the cracks.

Assigning leads manually

The quickest way to assign a lead is from the Leads page:

1. Navigate to Leads. Open the Leads page from the sidebar.
2. Select unassigned leads. Use the Assigned agent filter to show only unassigned leads, then check the ones you want to assign.
3. Click Assign. Press the Assign button in the bulk action toolbar.
4. Choose an agent. Select a team member from the dropdown and confirm.

You can also assign a single lead from its detail page using the Assigned Agent dropdown in the sidebar.

Reassigning leads

Leads that need to move to a different agent — for example when someone goes on leave or when a lead requires a specialist:

1. Select the leads you want to reassign using the checkboxes on the Leads page.
2. Click Reassign. The toolbar shows a Reassign option when selected leads already have an agent.
3. Pick the new agent. Choose the team member who will take over and confirm.

The original agent loses access to the lead (unless they have an Admin or Owner role), and the new agent receives a notification.

Bulk assignment

When you have a large batch of unassigned leads — for example after a CSV import or a Facebook ad campaign — bulk assignment saves time:

1. Filter your leads. Use status, source, date range, or tags to narrow the list to the batch you want to distribute.
2. Select all. Click the Select All checkbox at the top of the table to select every lead on the current page, or paginate and select across pages.
3. Assign. Click Assign and pick the agent. All selected leads are assigned in a single action.

Auto-assignment with routing rules

Round-robin auto-assignment distributes new leads evenly across your team without manual intervention:

1. Open Routing Rules. Navigate to Admin → Routing Rules in the sidebar.
2. Enable round-robin. Toggle on Auto-assign incoming leads.
3. Select agents. Choose which team members participate in the rotation. You can include or exclude specific agents.
4. Set conditions (optional). Route leads from specific sources to specific agents — for example, Facebook leads to Agent A and Google leads to Agent B.
5. Save. New leads matching the conditions are automatically assigned as they arrive.

Assignment notifications

When a lead is assigned or reassigned, the receiving agent is notified through:

• In-app notification — a bell icon badge appears in the top bar with the lead's name and source.
• Browser push notification — if the agent has enabled browser notifications, they receive a desktop alert even when the tab is in the background.
• Email notification — optional, configurable per agent in their notification settings.

Notifications ensure every assigned lead gets immediate attention, which is critical for speed-to-lead performance.

Frequently asked