Automatically Assigning Leads from Forms

When a client fills out a form on your website, JourneyFuse creates a lead automatically. By default that lead is unassigned — meaning an admin needs to manually route it to the right agent. Lead Assignment lets you configure each form to route leads automatically.

Assignment Modes

Each form can be set to one of three modes:

Unassigned (default)

New leads from this form land in the leads list without an assigned agent. Owners and admins can assign them manually, or agents can claim them if lead claiming is enabled in your workspace settings.

Use this for: general contact forms where you want to review before routing.

Specific Agent

Every lead from this form goes to one designated agent. Pick the agent once in the form settings — all future submissions are assigned to them automatically.

Use this for: a Disney specialist form, a cruise inquiry form, or any form tied to a particular team member.

Round-Robin

Leads rotate across a pool of agents you select. The first submission goes to Agent A, the second to Agent B, and so on — cycling through the list indefinitely.

Use this for: general intake forms where you want to distribute the workload evenly across your team.

Setting Up Lead Assignment

1. Go to Forms and open the form you want to configure.
2. In the form builder, scroll to the bottom settings bar.
3. Find the Lead Assignment section (next to Submission Notifications).
4. Choose a mode from the dropdown: Unassigned, Specific Agent, or Round-Robin.
5. If you chose Specific Agent or Round-Robin, select the agent(s) from the list that appears.
6. Click Save.

Lead Assignment is only available on team workspaces. The agent picker shows all owners, admins, and agents — assistants cannot be assigned leads.

Let the Client Pick Their Planner

For teams, you can let the person filling out the form choose who they want to work with. Add a Preferred Planner field to your form (under the Choice group in the field palette) and it renders as a dropdown of your team — no setup required. The list is filled in automatically from your active owners, admins, and agents, and always reflects your current roster.

When someone picks a planner, the lead is assigned to that planner and they get notified — overriding the form's default Lead Assignment mode. This is a direct, intentional request from the client, so it takes priority.

The field includes an optional "No preference" choice (on by default). When a client picks "No preference" — or you leave the toggle off and they skip it — the lead is distributed round-robin across your team, so nothing lands unassigned.

The Preferred Planner field is the most natural fit for public website contact forms, where prospects often already know which advisor referred them. Returning clients are still routed to their existing agent first (see below) unless they explicitly pick a different planner.

How the Round-Robin Counter Works

JourneyFuse tracks which agent is next in the rotation internally. The counter advances with each form submission and never resets on its own.

If you change the agent pool (add or remove agents), the counter resets to zero so the new rotation starts fresh from the first agent in the list.

Existing Clients Always Go to Their Agent

If someone who fills out a form is already a client in your workspace (matched by email), the lead is automatically assigned to that client's existing agent — regardless of the form's assignment mode.

This means if your Disney form is set to round-robin across three agents, but the person who submits it is already Sarah's client, Sarah gets the lead. The relationship is preserved.

If the existing client has no assigned agent, the form's assignment mode applies as normal.

Manually Reassigning a Lead

Automatic assignment sets the initial agent, but owners and admins can always reassign a lead afterward from the lead detail view. Agents can also claim unassigned leads if the Allow Agent Lead Claiming setting is enabled in your workspace.