> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ekho.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Lead routing

> Assign every new lead automatically, and escalate the ones nobody touches.

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.

<Note>
  **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.
</Note>

## 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

<Tip>
  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.
</Tip>

Changes apply to newly captured leads. Existing leads are not retroactively reassigned.

## 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.

## 3. Escalation policy

An ordered list of steps. Each fires after a delay and runs one action.

| Action            | What it does                                                                             |
| ----------------- | ---------------------------------------------------------------------------------------- |
| **Remind rep**    | Marks the reach-out task urgent so it jumps to the top of their list                     |
| **Alert manager** | Notifies the rep's manager that the lead is overdue                                      |
| **Alert GM**      | Notifies the General Manager                                                             |
| **Reassign**      | Passes the lead to the next rep, skipping the current assignee, and starts a fresh cycle |

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.

### 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.

### 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.

## How a routed lead flows

<Steps>
  <Step title="Lead is captured and matches an eligible source" />

  <Step title="It is assigned to the next rep in rotation">
    The cursor advances so the following lead goes to the next person.
  </Step>

  <Step title="A Reach out to lead task appears">
    On the rep's task list and on the lead's drawer.
  </Step>

  <Step title="The rep makes contact and logs it">
    Logging the activity completes the task.
  </Step>

  <Step title="Or escalation runs">
    If nothing is logged before step 1 fires, the policy runs in sequence until the lead is contacted or fully escalated.
  </Step>
</Steps>

<Warning>
  **Logging activity is what stops escalation.** A rep who calls the buyer but does not log the call will still trigger a manager alert.
</Warning>

## Editing the policy later

<Info>
  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.
</Info>