Decide who receives new leads for each location, take turns between people, and switch a person off when they are away.
Add a rule
- Open Settings and choose Inbox & routing.
- Under Routing rules, choose Add rule.
- Name the rule and choose the location it covers.
- Choose who gets the lead: one person, or a group who take turns in a fixed order.
- Choose Add rule.
You can have up to 20 rules.
How leads are handed out
A new lead goes to the first rule that matches. Use the arrows to change the order. A lead that matches no rule goes to everyone who can receive new leads, in turn.
Skip someone who is away
Under Receive new leads, switch a person off to skip them when leads are handed out. A person with no alert device will not get an alert on a phone or computer until they add one.
Saved replies
The same page keeps your saved replies: short answers your team can drop into a conversation, up to 50. Owners and Admins add and edit them; others can read them.
Who can change this
Owners and Admins manage routing. Someone with only reply access sees the saved replies and a note that Owners and Admins manage the rest.