01Who gets each new lead
Choose one rule for every source:
- Share across the team: round-robin, each lead goes to whoever has waited longest for one. Switch people in or out of the rotation in one click.
- Always one person: every lead goes to the same teammate.
- Leave unassigned: leads wait for a manager to hand them out, and managers get the alert.
02Alerts that reach the right person
Whoever a lead goes to gets an alert in TracelyCRM, and by email through your own mail server if you turn it on. Settings show, in one sentence, exactly what will happen to the next lead.
03Response time, measured for real
The first stage change, email, WhatsApp or logged call records the response time. Home and the team leaderboard show average first response and the share answered within your target.
04Escalation when nobody answers
Pick a target of 5, 15, 30 or 60 minutes, or your own. Leads still waiting after it are marked overdue and owners and managers are alerted once, so nothing sits unanswered over lunch.
05How it works
- 1Choose the rule
Round-robin, one person, or unassigned.
- 2Set the target
How fast new leads should be contacted.
- 3Turn on alerts
In-app always; email and escalation if you want them.
- 4Watch the leaderboard
See who replies fastest and who needs help.
06Questions
What counts as a response?
The first stage change, email, WhatsApp message or logged call on the lead.
Can some people be left out of the rotation?
Yes. Each person has an "in rotation" switch, on the Team page and right in the routing settings.
Do old imported leads trigger alerts?
No. Leads older than two hours, such as a backfill, are assigned quietly without alerts or escalation.
Can sources have their own owner?
Yes. Any lead source can send its leads to one fixed teammate instead of following workspace routing.