What it covers
Sales managers can set ordered routing rules using supported lead fields and rotate eligible assignees while preserving explicit owners and existing lead history.
Leads and sales
Lead assignment routing
Assign genuinely new, unowned enquiries through reviewed rules and round-robin teams.
How it works
Give a new enquiry an accountable owner
Lead assignment routing helps a team distribute new enquiries using reviewed rules rather than an informal handover. Rules can inspect supported sources, tags, company or job-title values, status and scalar custom fields. The first active matching rule selects from its ordered eligible assignees using round-robin rotation. Routing applies to genuinely new leads that do not already have a valid explicit owner. A teammate’s deliberate ownership choice remains authoritative, and repeated form submissions or updates to an existing lead do not silently redistribute the relationship.
In practice
Configured assignees are checked when a rule is saved and again when a lead is assigned. A colleague who has left the workspace or lost Sales edit access is skipped. Assignment history retains the resulting owner and reviewed reason.
When to use it
Useful situations
- Distribute new unassigned enquiries across an eligible sales team.
- Route a supported source or tag to the people best placed to follow up.
- Explain a lead’s recorded assignment without guessing from the current owner alone.
A working path
How the work moves
Define the team and condition
Open routing administration from the Lead inbox as a Sales manager. Choose supported conditions and an ordered set of eligible teammates. Keep the rule understandable so another manager can explain why a new enquiry would match it.
Review rule order
Arrange active rules in the intended evaluation order and inspect the assignee sequence. The first matching rule wins, so a broad earlier condition can prevent a more specific later rule from being considered.
Inspect a real assignment
Review the recorded owner and assignment history after a genuinely new unowned lead is created. If no eligible member remains in the matching rule, the lead stays unassigned for review rather than being silently passed to an unrelated team.
Illustrative scenario
A regional enquiry queue
A manager creates a rule for leads with a regional source tag and chooses two eligible salespeople. New unowned enquiries rotate between them, while a booking with a valid host owner keeps that explicit assignment.
Before you start
What to check
- Rules and round-robin routing require Professional automation access; ordinary manual lead ownership does not.
- Rules do not backfill or reassign existing leads. A matching rule with no eligible assignee leaves the new lead unassigned.
Will routing override the owner I select?
No. A valid explicit owner takes precedence. Existing owned leads are also preserved.
Can an API credential manage routing rules?
No. Rule administration requires a current browser session and Sales management authority.
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