Settings for Lead Reassignment can be found under Account Settings on the Admin page.
You can manually reassign new leads, or set them up to be reassigned automatically
Manual: When manually reassigning leads, you must go into the CRM to reassign it to another agent. The lead will stay with the first user it was given too if you do not physically go into the CRM and assign them to someone else.
Auto Reassignment: Using auto reassignment enables you to route leads through your predetermined list of users automatically. If the initial agent does not take action with this lead within the allotted time then the lead will be assigned to the next agent in the list.
*To claim a lead an agent needs to take action with that lead whether it's logging a call, email, writing a note, changing the status, or even adding a category.*
- You can schedule leads to be reassigned after a certain duration (minutes, hours, days).
- Automatic routing can be set up so that the reassignment timer remains paused during certain times, like after hours or on weekends.
Example: You can exclude weekdays from 9pm to 7am so that the lead is not continuously being routed overnight.