Before you start
- The team owner controls the routing configuration. Accountants have no team lead access, and members need current work access.
Step-by-step instructions
- Open the team and its Lead routing page to review the available rules and eligible recipients.
- The owner sets the routing options offered, including the assignee and follow-up requirements where supported, then saves the configuration.
- Open the team's Lead pipeline to inspect shared enquiry leads and the filters available to your role.
- Open a lead to read the current conversation context, stage, next follow-up and internal notes.
- Update the allowed stage or follow-up fields and check the resulting history. Work through due or overdue follow-ups using the pipeline filters.
- If a member leaves or loses access, review affected assignments and routing recipients rather than assuming future enquiries will still reach them.
Workspace links may ask you to sign in. Access depends on your role, plan and the records shared with you.
Routing is not a reply
Assigning a lead does not send a response to the property seeker, create a confirmed viewing or transfer ownership of the enquiry. Use the underlying communication and scheduling workflows for those actions.
Owners and authorised managers can see broader team work; agents see their permitted assignments. The pipeline can hide details if the enquiry no longer belongs to the owner or its sharing ends.
Troubleshooting
- An enquiry did not route as expected
- Check the saved rule, the enquiry's eligibility and the recipient's current access. Use the recorded routing information where available instead of inferring a failure solely from a notification.