Lead Routing
Send every new lead to the right person or location automatically — round-robin, by state, by postal code or by lead source.
1What lead routing does
Lead routing decides who gets a new lead the moment it arrives — automatically, by a rule you set once. Route to users inside your account (the lead is assigned to a person) or, in an Enterprise, to sub-accounts (the lead is moved to a location). It applies to every new lead however it came in: web form, parser, API, integration or import.
It’s an add-on: switch on Activate Lead Routing in Settings → Add-Ons and a Lead Routing tab appears. There is one routing plan per account.
2Building the rule
| Setting | Options |
|---|---|
| To Who | Users or Accounts (sub-accounts). |
| Logic | Round-Robin — leads are dealt out evenly, in turn, to the users or accounts you tick as active. State/Province, Postal Code or Lead Source — you map each value to a user or account. |
| Mapping | For the three territory/source logics: assign each state, postal code or lead source to a destination. Mappings can be exported and imported as a file, and cleared in one go. |
| Default | Where a lead goes when it matches nothing — a specific user or account, or Leave it in Current Account. If it stays, you can still assign a user to it at the same time. Unassigned territories always fall to the default, so make sure it’s set. |
| Apply to Existing Customer? | Run the rule over the contacts already in the account, not just new arrivals. |
| Initiate Connection Plan based on Lead Source | When routing to sub-accounts, start the sub-account’s Connection Plan for the lead’s source on arrival. Not available together with Apply to Existing. For this to work across locations, lock lead sources at the Enterprise level so every sub-account has the same sources. |
| Check Sub Accounts for Duplicates first | Before moving a lead to a sub-account, see whether that sub-account already has the contact. |
Routing to a sub-account moves the lead
The contact leaves the account it arrived in and becomes the sub-account’s record. If the Enterprise team still needs to see it, use the Dashboard’s Accounts List or the Enterprise views — it won’t be in the parent’s Contacts List any more.
3Troubleshooting
Leads all go to one person
Round-Robin only deals to users ticked as active for Round Robin. Tick the others.
A lead went to the default instead of the mapped account
The lead’s state, postal code or source didn’t match a mapping exactly — check spelling and abbreviations.
The sub-account’s Connection Plan didn’t start
Initiate Connection Plan based on Lead Source is off, or the sub-account doesn’t have that lead source. Lock lead sources at the Enterprise.
4Related pages
- Lead Sources — the sources a rule can map.
- Account Types in ClientTether — Enterprise locks.
- Importing Contacts — imports are routed too.