What lead routing does
A new lead from website chat or a web form becomes a contact and a deal in a Lead stage. Lead routing gives both an owner right away, and records why.
Open Pipelines, then More pipeline settings → Lead routing. You need Configure access in CRM to change the rules. Everyone can pause their own new leads on the same page.
How the owner is chosen
The first match decides:
- A returning client stays with their agent. This is true even when that agent paused new leads. It is not true when the agent is inactive or can no longer own records.
- The first rule that matches the lead's source and side (buyers, sellers or both). A rule gives the lead to one person, takes turns among several people, or puts it in the claim pool.
- The fallback gets leads that match no rule, and leads that nobody in the rule can take. The fallback is a person or the claim pool.
- With no fallback, the lead stays unassigned.
Turns skip anyone who is paused, not taking new leads, inactive, or without the Own records permission. A form that is sent twice gets the same owner, and the turn moves only once.
Sources
A rule matches the lead's Original source, for example "Online/Paid/Social/Facebook". The choices are the Original source choices on contacts, plus Website chat, Web form and Unknown. A rule with no sources takes leads from any source.
A Connect web form sends its own source, for example "Website lead form". To use it in a rule, type it under Another source and select Add source. Sources from recent leads are offered too.
The claim pool
A lead in the claim pool waits without an owner under Leads to claim on the Lead routing page. Anyone who takes new leads can select Claim. The first person to claim it owns it, and gets the task to reach out.
A lead you assign by hand leaves the pool. There is no alert for new pool leads yet, so check the page.
What the new owner sees
The deal's timeline says why it has its owner. For example: "Taylor Reed, next in the rotation of “Zillow buyers”."
Give the new owner a task adds a high-priority task to reach out. It is due the day the lead arrives.
Recent decisions on the Lead routing page lists the latest leads, their owners and why. You can still change a deal's owner by hand at any time.
Pause your own new leads
Under For you, clear I take new leads, or choose a Paused until date for a vacation. New leads skip you until that date. People you already work with still come to you. Your Profile page links to this setting for each workspace.
You can also change your title, mobile phone and license there. An admin sets your office, manager and status.
Admins can see and change each person's status and pause on the Users screen, under Roster.