Settings: Workspace

Lead routing

Give every new lead an owner the moment it arrives, in turn or by weight, by where it came from or what it answered.

Lead routing gives each new lead its setter, closer or SDR as soon as it arrives, the way a round robin calendar or a GoHighLevel workflow does. It is off until an owner or admin turns it on, and it never changes the owner of a lead that is already here.

Who can open it

Owners and admins.

Turning it on

Turn on starts routing. Then tick where new leads come in from:

Website forms and PYLO forms (ticked by default)
Imports from CSV, Close and GoHighLevel
GoHighLevel inbound, for a workspace that keeps GoHighLevel connected
HubSpot and Pipedrive syncs

A lead that comes back (the same email) is the same lead, so it is not routed again.

Rules

Rules run from the top. The first rule whose conditions all hold, and that has someone available, decides. Each rule has:

Conditions on the lead source, a UTM source, medium or campaign, the form, where the lead came in, a form answer (by the question's key) or a custom field. Tests are is, is not, contains and is one of. A rule with no conditions takes every new lead.
Who it gives the lead to: its setter, closer or SDR.
Shared between: the reps in the rule, in turn (round robin), or by weight, so a rep with weight 2 gets twice the leads of a rep with weight 1.
Working hours (optional): days and times in a time zone. Outside them the rule is passed over and the next one decides.

A rep who is away or no longer active is passed over. Each rule shows how many leads each rep has had from it. Changing who is in a rule starts the count again, so a new rep is not flooded to catch up.

When no rule matches, or everyone is away, the lead goes to the fallback owner, or stays unassigned when there is none. A lead that already has an owner for the rule's role keeps it.

Who is away

Mark a rep away here, or a rep marks themselves away on My tasks. Routing passes them over until they are back.

Why each lead went where

Recent leads and why lists each lead routing handled, who it went to and the reason in words: which rule matched, how the turn fell, and anything passed over on the way. The same reason is on the lead's timeline, and the rep gets a notification that a new lead was assigned to them.

Agents can plan routing changes with plan_routing; a person approves the plan before anything changes.