Agent Routing

When the Auto Lead Creation feature is enabled, a new lead is automatically created in the CRM whenever a new contact sends a message. With the Agent Routing settings, you can control how a support agent is assigned to these newly created leads.

Based on the selected routing mode, the system will automatically assign the lead to a staff member, ensuring timely follow-up and efficient handling.

You can choose how agents are assigned to newly created leads using the following routing modes:

• Off (Manual Assignment)
  No automatic assignment is performed. Leads must be assigned manually by staff.

• Assign to Lead/Contact Assignee
  The lead is assigned to the existing owner/assignee of the contact or lead in the CRM.

• Round Robin (Rotate Among Staff)
  Leads are distributed evenly among available staff members in a rotating manner, ensuring balanced workload.

• Assign to Specific Staff
  All new leads are assigned to a selected staff member.
  (This option uses the “Assign to Specific Staff” setting.)