How automatic lead assignment works

New leadsLead A new enquiry that has not been qualified yet, for example a WhatsApp message, a web form or an imported row. You work a lead and then convert it into a deal or dismiss it. can get an owner the moment they arrive, so nobody has to watch the list. An Owner or Company admin sets the rules in Company admin → Company → Settings → Leads; see Lead settings. This article explains how Dromix uses them.

#The order of the rules

For every new lead, Dromix tries these in turn and stops at the first one that finds someone:

1. Assign by country, if it is turned on: the first rule that contains the lead's country. The country comes from the contact, or else from the phone number.
2. The brand's own rule for the channel, if the lead belongs to a brand with an override (see Rules per brand). An override set to Off: nobody is assigned automatically stops here.
3. The rule for the lead's channel under Lead assignment, for example WhatsApp or Web forms.
4. Nobody: the lead stays unassigned until someone selects Take it.

A country rule that finds nobody available does not block the lead; the channel rule decides instead.

#Who can get a lead

A person only gets a lead when all of this is true:

• They have CRM access and an active account.
• Their status is not Away.
• They were online recently enough for Skip people offline for (for example Offline 3 days+). With Never skip, being offline does not matter.

When nobody is available, the card in Settings shows Nobody is available right now; new leads stay unassigned.

#Round-robin is fair

With Round-robin, people take turns in a fixed order. The next lead goes to the first available person after the one who got the last lead. Someone who is skipped because they are away keeps their place and is next in line when they are back. Next lead goes to in Settings shows who that is.

With Specific person, every lead of that channel goes to one person, but only while they are available. Otherwise the lead stays unassigned.

#What you see

The new owner gets the usual assigned to you notification. On the lead, the timeline shows who got it and which rule decided, for example a country rule by name. The owner then works the lead as usual; see Work a lead.

#What is never assigned automatically

• Leads from a CSV import or the API.
• Leads someone adds by hand; they already belong to the person who added them.
• Leads that are no longer open, or that already have an owner.

With Assign by country on, a new deal without an owner also gets one from the country rules, for example a deal converted from an unassigned lead.