Automatic Lead Routing

Lead Routing sends every new lead to the right advisor the moment it arrives. You tag each advisor with what they sell (Disney, Royal Caribbean, honeymoons, Hawaii…), teach your forms to detect what the client wants, and write simple rules like "Disney leads go to my Disney specialists, round-robin." From then on, routing is automatic — and the Leads page becomes a command center showing who got what, why, and who has room for more.

Routing is fully optional. Until you create your first rule, leads behave exactly as before (per-form assignment settings and manual routing keep working).

How a Lead Finds Its Advisor

1. A lead arrives — from a form, an import, or manual entry.
2. Its answers become specialty tags ("Trip type: Cruise" → Royal Caribbean).
3. Your routing rules run top to bottom; the first rule that matches decides who gets it.
4. The rule picks a specific advisor from its pool — round-robin or least-loaded — skipping anyone who is at capacity or not accepting leads.
5. The advisor is notified and can accept or decline. Declined (or ignored past your deadline) leads are re-routed or returned to triage.

Every auto-assigned lead shows a "✓ matched Disney, Family" note in the pipeline, so you always know why someone got a lead.

Step 1 — Tag Your Advisors

Go to Settings → Agents, open an advisor, and switch to the Payments tab:

• Booking partner — flag the members who take leads. When at least one member is flagged, the lead "Assigned to" list narrows to just partners (plus owners/admins), which keeps a large roster manageable.
• Lead routing → Specialties — click a tag once to make it a primary specialty (preferred match), twice for backup (used only when no primary specialist is available), a third time to remove it. Tags cover brands (Disney, Universal, Royal Caribbean…), destinations, trip types, and special categories.
• Accepting new leads — turn off to take someone out of every rule (vacation, onboarding, overloaded).
• Open-lead capacity — auto-assignment pauses for an advisor once they have this many open leads. Leave blank for no cap.

Step 2 — Write Routing Rules

Go to Leads → Routing rules (owners and admins only) and click Add rule. Each rule has:

• A match — interest tags, a budget range, and/or a lead source. Leave the match empty to catch every lead.
• A target — specialty partners (anyone tagged with what the lead wants), specific advisors, or everyone.
• A balance mode — round-robin or least-open-leads.

Rules run top to bottom and the first match wins, so put specific rules first and end with a catch-all like "Any lead → all partners, round-robin." Drag the arrows to reorder.

The Coverage panel on the right shows every specialty tag and how many partners cover it — thin or uncovered tags are flagged so you can see gaps before leads fall through to the fallback.

Step 3 — Teach Your Forms to Tag Leads

Routing is only as smart as the tags on the lead. In the form builder, open any choice field (radio, checkboxes, pill select) and expand Route leads by specialty. Map each answer to the tags it signals — for example, on a "What kind of trip?" field:

• "Disney World" → Disney
• "Cruise" → Royal Caribbean
• "Beach getaway" → All-Inclusive

When the form is submitted, the lead is tagged automatically and the rules take it from there. You can also tag any lead manually from its detail view — useful for phone inquiries you enter by hand.

Step 4 (Optional) — Set an Accept Deadline

On the Routing rules page, set the Accept SLA to a number of minutes. If an assigned advisor doesn't accept within that window, JourneyFuse automatically re-routes the lead to the next available advisor (the non-responder is skipped) and notifies the new assignee. Leave it off and pending leads simply show as "awaiting" until accepted.

The Command Center

On Leads, switch to Agency View and the Table View tab to get the routing command center:

• Headline tiles — new this week, unassigned, awaiting accept, contacted, won. Each tile is a filter: click it to see exactly those leads, click again to clear. The Unassigned tile turns amber whenever a lead needs a human.
• Triage queue — every unrouted lead, right at the top with an Assign button.
• Partner rail — each booking partner with their specialties, availability (Open / Full / Paused), and a load bar against their capacity.
• Why-assigned chips — every auto-routed lead shows the rule match that placed it.
• Audience tabs — "All advisors" vs "Booking partners" scopes the pipeline to leads held by partners.
• Partner performance — on the Routing rules page: leads received, accept rate, response time, conversion, and won revenue per partner.

Booking-partner leads are hidden from the main pipeline by default so your agency's own pipeline stays clean — use the Show booking-partner leads toggle or the Booking partners tab to see them.

What the Advisor Sees

An assigned advisor gets an email and an in-app notification, and the lead appears in their leads list with an Accept / Decline banner. Accepting stamps the lead as theirs; declining returns it to the triage queue for re-routing. Accept rates and response times feed the partner performance scorecard.

Good to Know

• No rules? Nothing changes. Forms with their own assignment mode (specific agent, round-robin) keep that behavior; everything else follows your default owner routing.
• Existing-client leads stay with their advisor. If the lead matches an existing client, their current advisor wins over any rule.
• Capacity counts open leads — leads move out of an advisor's count when they're won, lost, or converted.
• Custom tags for your agency's niches can be added alongside the built-in taxonomy — contact support if you need one that doesn't exist yet.