OnLeads
Team Management/Lead Routing
Team Feature

Lead Routing

Automatically distribute incoming leads among your team members using intelligent routing strategies that balance workload and maximize response times.

Routing Strategies

Round Robin

Best for: Teams with similar capacity and expertise

Distributes leads evenly across all team members in a rotating cycle.

Key Benefits
  • Fair distribution
  • Simple to manage
  • No configuration needed

Capacity-Based

Best for: Teams with varying schedules or part-time agents

Routes leads to agents based on their current workload and capacity.

Key Benefits
  • Balances workload
  • Prevents overload
  • Scales automatically

Confidence-Based

Best for: Teams with senior agents who specialize in closing

Routes high-confidence leads to senior agents and standard leads to any available agent.

Key Benefits
  • High-value leads get best agents
  • Junior agents get learning opportunities
  • Maximizes conversion

Availability-Based

Best for: Teams that use one shared Google Calendar for booking

Checks the organization's shared Google Calendar for open slots, then routes an eligible lead by agent capacity.

Key Benefits
  • Uses current calendar availability
  • Falls back to capacity-based routing
  • Uses one organization-level connection

Setting Up Lead Routing

1

Access Routing Settings

Go to Team Management (Team plan only). The Lead Routing section in the left panel lets you configure how leads are distributed among your agents.

2

Choose Routing Strategy

Select the routing method that best fits your team:

Round RobinDefault

Cycles through agents in order. Fair and simple.

Capacity-Based

Routes to agents with the most availability based on daily limits.

Confidence-Based

Routes high-confidence leads to senior agents; others go to any available agent.

Availability-Based

Checks the organization's shared calendar for open slots, then routes by agent capacity (requires Google Calendar).

3

Configure Agent Capacity

For capacity-based routing, set daily limits for each agent:

Daily Lead Limit

Maximum number of new leads an agent can receive per day (default: 20). Visible in the Team Members table under Capacity.

Time Zone

Set in each agent's profile under Settings > Profile. Used for accurate appointment scheduling.

Google Calendar (required for Availability-Based)

Connect the organization's shared Google Calendar from a widget's Connectors page. Without it, availability-based routing falls back to capacity-based routing.

4

Overflow Behavior

Configure what happens when all agents have reached their daily lead limit. In the Routing Settings panel, toggle Overflow to Admin on or off:

  • On (default): Overflow leads are assigned to the team admin, who can reassign them.
  • Off: Overflow leads remain unassigned until an agent's capacity frees up.

Best Practices

  • Start simple:Begin with round-robin and switch to capacity-based as you understand your team's workflow.
  • Set realistic limits: Consider follow-up time, not just initial contact. 15-20 leads/day is typical for full-time agents.
  • Watch admin overflow: If the admin is frequently receiving overflow leads, consider raising agent daily limits or adding more team members.
  • Use calendar integration:Connect the organization's shared Google Calendar before selecting availability-based routing.