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Routing assigns each new lead to a rep the moment it is captured, so nothing sits in an unassigned queue. Find it at Resource settings → CRM → Lead routing. Three cards to configure.
There is no on/off switch. Routing is live when the eligible source list is non-empty and the rotation has at least one member. Clear either one and routing stops.

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1. Lead sources

Tick which lead types get routed. Unticked sources still appear in your table, they just stay unassigned for manual triage. Sources are grouped by pipeline: Inbound — Buy in person, Inquiry, Conversation Digital Retail — Abandoned cart, Rejected financing, Abandoned preorder cart, Pre qual
Start narrow. Enable one or two high-value sources such as Inquiry and Pre-qualification, tune your escalation policy, then expand. Turning everything on at once buries your team.
Changes apply to newly captured leads. Existing leads are not retroactively reassigned.

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2. Rotation

Add team members to a round-robin pool. Click Add members, search by name or email or filter by position, then confirm. Leads are distributed in the order members appear. The cursor persists across leads, so rep A gets the first, rep B the second, wrapping back around. Remove someone and the next lead skips them.

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3. Escalation policy

An ordered list of steps. Each fires after a delay and runs one action. A typical policy:
  • Step 1 — after 1 hour → Remind rep
  • Step 2 — after 2 more hours → Alert manager
  • Step 3 — after 24 more hours → Reassign
Each step’s timer starts when the previous step fires, not when the lead was assigned.

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Business hours

Every step has a Run timer only during business hours toggle, on by default. With it on, the countdown only runs while you are open, so a lead arriving Friday evening does not escalate through the weekend. Turn it off and the timer counts wall-clock time. Steps with it on show a Business hours only chip.

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Grace period after business hours

If an escalation becomes due while you are closed, a grace period holds it back for a set time after you reopen, so nobody arrives to a queue that fired the moment the doors opened. Set it in the footer of the Escalation policy card. Timers come from your Business details schedule and timezone.

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How a routed lead flows

1

Lead is captured and matches an eligible source

2

It is assigned to the next rep in rotation

The cursor advances so the following lead goes to the next person.
3

A Reach out to lead task appears

On the rep’s task list and on the lead’s drawer.
4

The rep makes contact and logs it

Logging the activity completes the task.
5

Or escalation runs

If nothing is logged before step 1 fires, the policy runs in sequence until the lead is contacted or fully escalated.
Logging activity is what stops escalation. A rep who calls the buyer but does not log the call will still trigger a manager alert.

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Editing the policy later

Each lead’s escalation policy is snapshotted when it is assigned. Editing the config afterwards changes behaviour only for new assignments, not for leads already in flight. Manually reassigning a lead starts a fresh cycle on the latest policy.