Create Lead-Routing Rules

Create Lead-Routing Rules

Routing rules evaluate eligible new leads in priority order. A rule can filter by source or score and target selected agents.

Where to find it: Admin → Settings → Leads

What to do

1. Create a narrowly named rule and set its priority.
2. Choose Manual, Round Robin, or Capacity-balanced distribution.
3. Add only the source, score, target-agent, or service-time conditions you need.
4. Save and activate the rule.
5. Submit labelled test leads that should and should not match.

Good to know

• Round Robin balances count; Capacity-balanced prefers the eligible agent with fewer open leads.
• Keep a final fallback path so unmatched leads do not disappear from follow-up.