Admins with lead routing access under the Setup tab may create lead pools in the lead routing section. These pools will allow the automatic assignment of leads which users may accept or reject. Recipients of leads will receive a notification that a new lead has been received, and have the option to accept or reject the lead.

This feature is intended for Marketing Managers and Channel Managers, but any Users who wish to route leads to other Users can also make use of this feature.

A report is available for both the admin and the recipient of leads, that will share details on shared lead sources, shared lead accounts, and an overview of all leads shared between the user and admin. Learn more about reporting here: How do I review lead routing reports?

In order to use this feature properly, any smart lists with competing rules need to be disabled. Otherwise, leads may be shared before they can be routed to the intended user.

Prerequisites:

Steps on how to accomplish these prerequisites are detailed under this list for further help

1. A Smart List or Recipient List to associate with a lead pool. (This is where all leads will be organized).
   
2. Removal of any competing Smart Lists that may share leads you intend to route
   
3. (Optional) If you are routing leads to entire organizations of users and the organization serves multiple zip codes or territories, a populated “Areas Served” field at the organization level
   
4. (Optional) If you are routing leads to individual users, an existing value in a user profile field that determines whether they should receive a lead.
   

Detailed Steps on Prerequisites 

1. How do I update the Areas Served field in Organizations to route leads?

1. In the Setup > User Management > Organizations section, select the organization that will be a part of your lead routing pool.
   

1. Under the "More" drop-down menu, click on Info
   

1. Click Preferences and then add in zip codes. When finished, hit Save.

1. Now that the organization is updated, you can create a rule that will search the organization for these zip codes to assign leads.

How does this work?

1. We can search by the beginning of each zip code (the first 3 characters) → Use the “Starts with” option when creating your lead routing rule.

2. We can search by each individual zip code (each zip code is separated by a required comma). → Use the “Contains” option when creating your lead routing rule.

2. Which User profile fields can I use as lead routing criteria?

These are the User Profile Fields you can use to route leads:

1. Address
   
2. Address 2
   
3. Address 3
   
4. City
   
5. State
   
6. Zip Code
   
7. Country
   

How does this work?

1. We can search by the beginning of each field (the first 3 characters) → Use the “Starts with” option when creating your lead routing rule

2. We can search by each field value (each zip code is separated by a required comma). → Use the “Contains” or “Equal to” option when creating your lead routing rule

3. The value in the User’s field used in a rule will be compared to a value you select from the lead.

Turning on User Notifications for Leads

Set-up Example:

1. Create a lead routing pool

2. Go to Setup > Admin > Lead Routing Click the Create button

3. Select how your pool will be created. Click Go

Once selected, this cannot be changed. You will need to create a new pool if you wish to change the method of how the leads are distributed.

Creating a pool based on Organizations - Select this option if you are going to route a lead on a round-robin basis to users within an organization. This is recommended if you have multiple sales users within an Organization who may accept the lead

4. Enter a name/description for your rule and click Next

5. Click assign next to any org that should receive leads based on this rule. Click Next.

6. Create your routing rule conditions. Click Next when you are finished with your rules

Multiple fields are available. You may choose to use the areas served field.

Rules Settings: 

A. Turn condition-based routing on/off

B. Configure routing Rule

C. Delete rule

D. Create new rule

7. Now, add your list of leads that will be routed,  to Users, and then click on the 'next' icon. 

To learn more about how to use a weighted round-robin method for lead routing click here.

Lead settings: 

A. Add From List - route all leads belonging to a given recipient list, smart list, or company list. 

B. All / Assigned / Unassigned / Rejected - filter leads assignment status

C. Filter by Keyword, Filter by Search Filter tag, Sort Entries by [select criteria]

Add From List (A) Options: 

A. View Recipient / Smart / Company Lists

B. Select Lists

C. View all Lists / View all added Lists

D. Add leads from selected List(s)

Once you click "Submit", your contacts will be added to the pool in the background. Be aware that lists may take several minutes to process and may not be available immediately. 

8. If you wish, set up automatic notifications for your Users. When you are ready active your Lead Pool, click "Finish".

Notification Settings: 

A. Set Notifications - Create the email that Users will receive whenever the platform routes new leads

B. Set Escalation - Create the email that the platform will send out if a user has not accepted or rejected a lead assignment within a given timeframe.

C. Enter email header and text.

D. Set timer for escalation message #1.

E. Delete timer for a given escalation message.

F. Add timer for an additional escalation message. 

In this section, you can configure notifications for Users. Users will receive these in their Notifications section of the software or in their inbox if they have email enabled for their notifications.