Lead routing and tasks
Assign each new lead to the right agent by enquiry type and area, create a task and send a notification.
3 min read
A lead is worth most in its first minutes. If a new enquiry from an ad form, the bot or the assistant sits unclaimed, "who's handling this?" can take hours. The lead routing automation answers that question once, at setup: every lead is assigned to the right agent, who gets a task and a notification.
How it works
- A new lead arrives. A Meta lead form, website form, Conversation AI or the AI voice assistant creates a new contact.
- A condition is checked. The Enquiry type and Area fields on the contact decide which agent takes it.
- A task is created. The assigned agent gets a task such as "call within 15 minutes" and a notification.
Assignment rules are set at setup to match how your agency works. For example:
| Enquiry | Agent |
|---|---|
| Buyer · Kadıköy, Ataşehir | Selin Kaya |
| Tenant / landlord · Beylikdüzü | Emre Yılmaz |
| Seller · all areas | Burak Aydın |
| Other / unclear | Deniz Acar (office assistant) qualifies first |
Instead of areas, leads can also be shared in turn (each new lead to the next agent) or by listing (to the agent responsible for it). Talk to your consultant about what fits your agency.
What the agent sees
- Task: a title ("Call Ahmet Demir: hot lead"), a due time and a summary: enquiry type, area, budget, listing of interest, source.
- Notification: in the panel and on the channel chosen at setup (e.g. email): "A new lead was assigned to you".
- Contact record: the agent's name in Assigned to; an opportunity opens in the right pipeline (e.g. Buyers → Qualified).
You manage tasks on the contact record and in the task list. See Tasks and notes.
Tip
Keep due times short and follow them up as a team. Getting back to an ad lead in the first 5–15 minutes is very different from getting back the next day. See Speed to lead.
Other task scenarios
Automations create tasks for agents in other cases too:
- Hot lead: when the assistant or bot identifies a hot buyer. See Follow-up by call outcome.
- No answer: a call-again task when there's no reply on WhatsApp.
- Appointment: a check task for the agent when an appointment is booked.
- Live transfer not answered: a call-back task if the agent couldn't pick up a transferred call. See Live transfer.
When your team changes
When an agent leaves, goes on leave or someone new joins, assignment rules need updating; otherwise leads go to someone who's no longer looking. Contact your consultant straight away and we'll update the rules together. To add or remove users, see My staff.
Heads up
Don't change the people in assignment and task steps in the Builder yourself. The same rule may be used in several scenarios; changing one leaves the others inconsistent.
Common issues
The lead wasn't assigned to anyone. Enquiry type or Area may be empty on the contact; leads that don't match any rule fall to the "Other" rule. If "Other" isn't defined, contact your consultant.
The agent isn't getting notifications. Check the user's notification settings and email address. See My profile.
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