When new leads arrive, Lead Voyager can automatically assign the leads to an agent or group of agents, and notify the agents that they have a new lead. This help topic explains how to configure Lead Voyager to automatically assign and route your leads.
How it works
When a new lead arrives in Lead Voyager (either via a third party like Zillow, or via Lead Voyager Analytics), the system checks first to see which agents should receive the lead. If it finds matches, it will assign the lead to the matching agent(s).
NOTE: This will not send the lead to the agent yet. Agent notification happens in the next step.
If your Lead Team is configured to "Hold at Concierge", the system will place the lead in the "New & Unclaimed" queue, which is visible by users on your team with the "Concierge" role. Concierges can edit and re-assign this lead at this time.
If your Lead Team is not configured to "Hold at Concierge", the system will automatically notify the assigned agent(s) of the new lead, and allow them to accept it.
For a detailed explanation of lead routing, see How lead routing works in Lead Voyager.
Configure agent assignment rules
Each agent may be configured to accept leads from specific lead sources, or leads in specific zip codes or price range. To add rules to an agent, go to the Agents Settings screen and select the agent to edit.
On the Assignment Rules screen, you can type in zip codes, lead sources (like "Zillow" or "Realtor.com", or select a price range. The agent can receive leads, as long as all the criteria matches the lead.
Leaving zip code or lead source as "Any Code" or "Any Source" will allow the agent to receive leads matching any zip/postal code or lead source. Leaving the price range boxes empty will allow the agent to receive leads in any price range.
Configure lead team routing rules
You will next want to configure your team's routing rules, which control how and when the leads get routed to the agents.
Go to the Teams Settings screen page and select the team you want to configure. Click the Routing Rules icon on the right side of the popup window. Your screen should look like this:
The following table describes each rule. Feel free to set up your rules to match your business model. Once you have finished setting your rules, click Save, and automatic assignment and routing setup is now complete.
|Hold at Concierge||Select this to hold the lead in the New & Unclaimed queue, allowing your team's Concierges to edit or re-assign this lead and route it manually.|
|Max Agents Assigned Per Lead||What is the maximum number of agents that can be assigned to a lead? Assigning more than one agent will result in a "Jump Ball" assignment. The first agent to accept a jump ball lead is the only one who can service it. Agents who try to accept a jump ball lead that has already been accepted will get a notification that the lead was accepted by another agent.|
|If Unable to Auto-Assign||If the system is unable to find an agent that matches the lead, what would you like to do with the lead? You can allow a concierge to service it by placing it in the Needs Attention queue, allow any agents to claim it via the Agent Unclaimed queue, let Lead Voyager determine the next available agent, leave the lead unassigned, or let Lead Voyager send it to a group of matching agents,|
|Agent Unclaimed Queue Max Age||If you decided to use the Agent Unclaimed queue in the previous setting, how long would you like to keep the lead in the queue before clearing it out?|
|If Expires in Unclaimed Queue||If the lead remains in the Agent Unclaimed queue until the expiration (determined in previous setting), what would you like to do with the lead?|
|Single Agent Lead Acceptance||If a lead is sent to a single agent, would you like to make the agent to manually accept or decline the lead, or automatically have the system accept the lead on the agent's behalf?|
|Assignment Expiration||How long would you like to allow an agent to accept a lead after it has been routed?|
|Max Reassignment Attempts||If an assignment expires (see previous setting), Lead Voyager will automatically reassign and route it to the next set of matching agents. How many times should this reassignment occur? Use "0" to turn off reassignment.|
|If Max Reassignments Reached||If the number of reassignments in the previous setting is reached, what would you like to do with the lead?|
|If Outside Concierge Hours||If you are "holding at concierge" and the current time is outside normal concierge business hours (configurable per team on the business hours tab), you can choose to have the system automatically route the lead to the assigned agents, or hold on to it until the next business day.|
|My Listing My Lead||If you want your listing agents to get leads from their own listings, this rule will automatically assign just the listing agent to the lead. Note that you must have configured your MLS import for this rule to process leads.|
|My Site My Lead||You can allow agent website leads to be routed to the agent who owns the website with this rule. Note that you will need to add the agent website URL for each agent for this rule to process leads.|
|Assignment Rule Execution Order||Drag these items to change how the rules are processed. You can have lead source matched before price range, for example.|