Lead Assignment

When a new lead contacts your business, SalesPartner needs to decide who handles them. Lead assignment automatically routes new contacts to the right team member.

What gets assigned: - New phone calls from unknown numbers - New text messages from unknown contacts - First-time website chat visitors

What doesn't get assigned: - Existing contacts (they stay with whoever is already handling them) - Follow-up messages from known leads - Return calls from previous conversations

Once a lead is assigned, they stay with that team member unless manually reassigned. This ensures consistency—the lead always talks to the same person.

Your company chooses how leads get distributed. There are two main strategies:

Round-Robin Assignment

Leads go to team members in rotation. Person A gets the first lead, Person B gets the second, Person C gets the third, then back to Person A.

*Benefits:* - Fair distribution across the team - No one person gets overwhelmed - Everyone gets opportunities

*Best for:* - Teams with multiple salespeople - Companies wanting equal workload distribution - Environments where any team member can help any lead

Single-User Assignment

All leads go to one designated person.

*Benefits:* - One point of contact for all new business - Simpler to manage - Clear ownership

*Best for:* - Small businesses with one primary salesperson - Situations where one person screens all leads - Specialized roles (like a dedicated intake coordinator)

Not everyone in the rotation receives leads at all times. The system checks several things:

Active status — Only active team members receive leads. If someone is deactivated (left the company, on extended leave), leads skip them.

Configured pool — Administrators can configure which team members participate in lead assignment. Not everyone in the company may be in the rotation.

Fallback behavior — If no one in the configured pool is active, the system falls back to any active user in the company. Leads don't get stuck.

Example: Your company has 5 users but only 3 are in the lead assignment pool. A fourth user goes on vacation and gets deactivated. Leads only go to the 2 remaining active users in the pool.

If both pool members become inactive, the system would look at all 5 users and route to any active one rather than let leads pile up.

Normally, leads stay with their assigned user. But there are cases where reassignment happens:

Manual reassignment — An administrator or team lead can manually move a lead to a different team member. This might happen if: - The original assignee is on vacation - The lead needs a specialist - Workload needs rebalancing

Automatic fallback — If the assigned user becomes inactive (deactivated account), future new leads route elsewhere. The existing lead conversation stays in place but may need manual attention.

Pro tip: Before going on extended leave, ask your administrator about your leads. You might want them reassigned rather than sitting idle while you're away.

If your company uses team-based organization, assignment may work differently:

Team pools — Each team might have its own assignment pool. Marketing leads go to the marketing team rotation, sales leads go to the sales team rotation.

Default user per team — Some teams designate one person to receive all leads for that team (single-user strategy at the team level).

Cross-team routing — Leads might start with one team and transfer to another based on qualification. For example, all leads start with intake, qualified leads move to sales.

Check with your administrator to understand how your specific company has configured lead assignment. The system is flexible and each organization sets it up differently.

Why did a lead go to someone else instead of me? Check if you're in the assignment pool and if you're marked as active. If you are, it's just your turn coming up—round-robin means everyone takes turns.

Can I see who gets the next lead? The system tracks the rotation internally. Ask your administrator if you need this information, but generally trust that leads are distributed fairly.

What if I want more leads? Talk to your administrator. They can adjust the pool, change strategies, or set up rules that route certain lead types to you.

What if I want fewer leads? Same answer—talk to your administrator. You can be removed from the pool or have specific lead types excluded.

A lead contacted us but nobody got it. What happened? This shouldn't happen if at least one user is active. Check that: - At least one user in the company is active - The lead assignment pool isn't empty with all members inactive - The message actually came through (check for delivery issues)

If leads are falling through, contact your administrator to review the assignment configuration.