Reassign leads nobody answers

Open the Reassignment stage

In the rule form, press Reassignment on the rail down the left — or Reassign, the third chip, on a phone. It is the same long scroll, so you can also just keep scrolling past the members.

Under the heading: What happens to a lead nobody accepts or actions in time. This stage is optional; the rule saves without it.

Pick a mode

Choosing No reassignment replaces the settings with a panel reading No reassignment configured — Leads assigned through this rule stay with the original assignee. Pick Simple or Advanced above to reassign on a timeout or a condition.

Set the two timeouts, if you chose Simple

Simple is two clocks: one for the offer, one for the lead afterwards.

Each is a number plus Minutes, Hours or Days.

If the rule is round robin with auto-acceptance on, Response timeout is not there at all. The lead is taken the moment it is assigned, so there is no offer to expire; only Lead update timeout is left, and the warning above becomes The lead update timeout is off, so this rule won’t reassign anything. Set it, or switch to No reassignment. Turn auto-acceptance off, one stage up, and the field comes back.

Or build a chain, if you chose Advanced

Press Add rule under Advanced rules (0). An empty list reads No rules yet — Add a rule to define the condition that reassigns a lead.

Order decides everything. Once you have two rules a line appears above the list: Checked in order — the first rule whose condition matches wins. Drag a rule by its handle to reorder. Put your most specific rule at the top; a broad rule sitting first will catch leads the ones below it were written for.

Each rule is a card, numbered, with a one-line summary while it is collapsed — no update for 2h → Aisyah, added date older than 30m → the pool, or any status change → the pool for one you have not filled in yet. Adding a rule opens the new one and collapses the others, so you write them one at a time. Nothing is lost when a card folds.

Drag a card by the handle on the left to move it, or select the handle and use Arrow Up and Arrow Down. The order changes as you drag; Esc during a drag puts everything back where it was.

The switch on a card turns that one rule off without deleting it — it then shows a Disabled pill. The trash beside it (Remove) deletes it.

Fill in one advanced rule

An open card has three bands.

When it fires, who gets the lead, and what else should happen.

When — the Trigger condition dropdown:

• Status change — reveals From statuses and To statuses. It fires when a lead moves from any status you picked on the left to any status on the right.
• No update within time limit — reveals Trigger after no update for, a number plus Min, Hours or Days.
• Date-based — reveals Base date (Added date or Last actioned date), Comparison (is before, is after or is older than), then either a Threshold for is older than or a Date to compare with, and a list of Statuses this date rule applies to.

A duration on an advanced rule cannot be 0. Here 0 would mean “the moment it arrives”, so the save is refused with Rule 2: set a time greater than 0. The smallest value is 1, and new rules start at 30 Minutes.

Then reassign to — two tiles:

• Pool of members — The next available member from this rule’s member pool.
• Specific member — Always the same designated backup user. Choosing it reveals Backup user (Select a member…), which offers everybody in the workspace, not only the members on this rule. That is how an escalation desk or a supervisor gets the lead without joining the rotation.

Then the same two clocks as Simple — Response timeout and Lead update timeout — this time for leads this rule has moved.

Also — three switches and a field list:

Blacklist member is how somebody stops receiving leads without anybody touching the Members view: the person the lead was taken from is paused on this rule. You will see them afterwards on the Members view with a red Paused sub-line and a N paused chip, and that is where you resume them — Choose who receives leads.

Visible fields when reassigned decides how much of the lead the new assignee sees — Required fields are always shown. Required fields are padlocked pills you cannot un-pick, with the tooltip Always shown — this field is required.

Save the rule

Reassignment is saved with the rest of the rule: Create assignment, or Save changes when you are editing. There is no separate save on this stage, and no half-saved state — see Create an assignment rule.