How lead routing works in Lead Voyager

Leads can be routed to agents either manually by a concierge, or automatically via routing rules. Routing rules are maintained separately for each lead team in your organization. Agents are automatically assigned leads (not routed) based on per-agent per-team assignment rules.

Lead assignment vs lead routing

Leads get assigned to agents automatically. However, unless the "Hold at Concierge" team option is set to false, leads will not automatically route to an agent. Assigned agents will get no notification of their assignment until the lead is routed.

For instructions on setting up automatic lead assignment and routing, see How to set up automatic lead routing and assignment.

Manual lead routing

If "Hold at Concierge" is set in the team auto-routing rules settings, the lead will be placed in the New & Unclaimed queue inside the concierge lead feed. It will sit in this queue until a concierge claims the lead and services it.

Once a concierge claims a lead from the New & Unclaimed queue, he/she can optionally add deals to the lead (buyer/seller/renter), update the lead information, edit any auto-assigned agent(s), and route to the assigned agent(s).

The following screen shows the assignments screen in the concierge view of the Lead Profile. Note the assigned agents in a jump ball configuration and the Route button. Pressing Route will send this lead to all assigned agents, notifying them by text message or email.

Lead routing workflow

The following diagram describes in detail how leads get assigned and routed in Lead Voyager.