Last updated September 21, 2026
A form submission creates a lead when Create a lead from each submission is enabled. Turn this off for information-only forms such as feedback surveys. A submission does not automatically create a client record.
Who receives a submission notification and who owns its lead are separate settings. Sharing a form with your agency also does not, by itself, enroll its leads in agency routing.
An advisor’s personal form keeps inquiries with that advisor instead of sending them through the agency routing engine. A workspace-wide existing-client match does not take that inquiry away from the personal form’s advisor.
Eligible agency forms can use the agency’s lead routing rules. Those rules consider the incoming lead’s facts and available advisors. A form configured to use its own assignment pool follows that form’s assignment settings instead.
See the Lead Routing support article for specialty rules, eligibility, and fallbacks.
This means no fixed assignee is selected on the form. Eligible agency forms try agency routing rules first. If no rule can assign the inquiry, review Unassigned in Leads. An advisor’s personal form still stays with that advisor.
Do not use this option as a guarantee that every inquiry will wait for manual review: existing-client ownership or a planner choice can also determine its destination.
The selected advisor is the form’s standing assignment. Existing-client and explicit planner precedence can affect the final result, as described below.
The form rotates inquiries across its selected pool. This is separate from agency routing rules that distribute inquiries by specialty, team, or availability. Review the pool whenever your roster changes.
On agency forms, a matching client email normally keeps the inquiry with that client’s assigned advisor. If the client has no assigned advisor, the other assignment settings apply.
Two important exceptions: personal forms preserve their advisor’s ownership, and a client who explicitly selects a Preferred Planner requests that planner instead.
Add Preferred planner from the field palette’s Choice group when your form should let clients request someone by name. An explicit planner selection takes priority over the form’s assignment mode and an existing-client match.
No preference is different from choosing a person. It preserves an agency routing decision or an existing-client assignment already resolved. Otherwise, a configured no-preference destination can apply. Legacy planner rotation may apply when the form’s assignment mode enables it; leaving the form Unassigned does not guarantee rotation across the roster.
Review the field’s configuration together with the form’s Leads settings rather than assuming that No preference means every advisor is in a rotation.
Specialty routing needs specialty tags on the incoming lead. Use Route leads by specialty on an appropriate choice question to map answers. Contact tags serve a different purpose and are not a substitute for routing specialties.
The Notifications settings determine who is alerted about a submission; they do not establish lead ownership. Check the assigned advisor in Leads when confirming where an inquiry went.
Owners and admins can review unassigned inquiries and reassign leads. An assignment outside the configured lead program may require an explicit confirmation. Review the recipient before completing the assignment, because it can notify that advisor.
When an advisor declines an agency-routed or manually handed-off lead, it can return to the shared agency queue. An advisor declining their own original inquiry keeps that ownership relationship. Monitor the queue rather than assuming every declined inquiry returns to the form’s creator.
Follow a commission from the advisor claim and supplier statement through bank confirmation, advisor payout, and its history.
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