Routing

Routing decides who each new lead is assigned to. New leads are distributed round robin across everyone in rotation.

It is the team rotation pool: who is in rotation, how heavily each person is weighted, which languages each person is matched on, and the readiness signals a manager glances at. Routing is its own item in the Flows left menu, right under Inbound (Flows > Routing), not a tab on another page.

The Default for every source and channel#

Every lead source and every chat channel with its own Lead routing (WhatsApp, Messenger, Instagram) defaults to this pool.

• On a source's or channel's panel under Inbound, Lead routing set to Default means "use the Routing pool".
• Every source and channel is on Default until someone picks something else for it.
• The panel lists who is in the rotation, with each person's weight and working hours (the same "09:00-17:00 · Mon-Fri" line as their Availability summary here, or "Hours not set").
• An Edit routing pool link opens this page.

Routing is shown to managers, admins, and Gene Support, because the roster is team-management data.

Overview#

The page has two sections: Team rotation, with a line such as "3 of 4 in rotation" under its heading, and Rules (when routing rules are on), which send leads that match a condition, on any contact field, to a set person and can reassign a lead later when its details change. Every teammate appears as a row in Team rotation. Tech and External Partner seats are never in the rotation, so they are not listed here. New leads are handed out round robin across everyone whose rotation switch is on. Bump someone's weight to send them proportionally more.

Two refinements run under the hood:

• Language pool: If the lead's language is detected, routing narrows to people who speak it before picking. If nobody on the roster speaks it, or the language is not known yet, the whole roster is used so a lead never dead-ends.
• Weighting: Each person gets as many turns per round as their weight, spread through the round rather than back to back, and a cursor (one per language) walks across those turns. A 3x person gets three times the leads of a 1x person.

A lead's country is still worked out (from the source's configured country, else the lead's phone), but country is not used to pick the assignee. Staff routing is language plus weight only.

Assignments are read-only for non-managers. Managers and Gene Support can edit.

Who gets the next lead#

The list on this page is the turn order.

• The top of the list starts. Turns then follow the list, top to bottom, and start again at the top.
• Weights spread out. With Ana at 2x and Ben at 1x, leads go Ana, Ben, Ana, then Ana, Ben, Ana again. Ana gets two of every three, spread through the round rather than all at once.
• Reorder with the arrows. The up and down arrows on each row move a person in the list. The new order saves straight away.
• Language matching has its own turn order. A lead whose language is known goes to the speakers of that language, taking turns among them separately.
• Working hours don't pause routing. Someone outside their hours still gets their turn. To stop someone getting leads, switch them out of rotation.
• A form's own setting wins for that form. A source or form set to Rotate between agents, Split by percentage or Always the same agent on Inbound sends its leads its own way, and this list is skipped for those leads.
• New teammates are included. An agent or manager who joins the team shows up at the bottom of the list, in rotation at 1x, and gets leads from then on.

What you can do#

• Move up and Move down (per person): Arrows on the left of each row that change the turn order. Saves straight away, with a saved indicator next to the Team rotation heading.
• In rotation switch (per person): On puts them in the round robin. Off takes them out. Assistants are never in routing and show "Not in routing" instead of controls.
• Weight (per person): A dropdown from 1x to 10x. Higher weight means proportionally more leads. Only shown when the person is in rotation.
• Availability: A clickable "Timezone · Hours" summary per person. Opens the Availability editor. Read-only for non-managers.
• Languages: The languages the language pool matches this person on, or "No languages set". Click it to open their team profile, where languages are edited.
• Calendar status: A green calendar icon when the person's Google Calendar is connected, or an amber "No Google Calendar", so a manager can see who can take booked meetings.

Per-source and per-channel overrides (Rotate between agents, Split by percentage, Always the same agent) live in each source's or channel's Lead routing select on Inbound, not here. When one of them picks someone, it wins over this list for that lead. The roster is the default they fall back to.

Popups and drawers#

• Availability editor: A popover that opens from a person's timezone and hours summary (managers only), to set their timezone and working hours. Its controls are under Availability editor below.

Tips#

• Unless routing rules are switched on for your workspace, "Add custom rule (coming soon)" shows under the roster, and routing is the roster plus each source's own Lead routing select.
• To favor your strongest closer without taking anyone out, leave everyone in rotation and raise that person's weight.
• If a teammate is missing from the roster, invite them under Settings > Team. New members show up here automatically.
• To send every new lead to one person, switch everyone else out of rotation here. That covers every source and channel still on Default. To do it for one channel only, set that channel's Lead routing to Always the same agent on Inbound.

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Details#

Everything on the Routing screen, for when you need to look something up. Routing is one roster of people, one row each, editable by managers, admins and Gene Support.

Roster row (per person)#

Each row shows, in this order: the Move up and Move down arrows (managers only), avatar initials and the name, then on one line under it Availability, Languages and Calendar status, and on the right the Weight dropdown and the In rotation switch. What each control does is under What you can do.

Below the roster:

• Empty roster: "No team members yet. Invite agents from Settings, Team."
• Footer note: "Add custom rule (coming soon)", unless Routing rules are turned on for your workspace.

Availability editor (popover, managers only)#

• Timezone: Select of launch-market zones (UTC, America/Los_Angeles, Denver, Chicago, New_York, Europe/London, Amsterdam, Paris, Asia/Dubai, Karachi, Kolkata, Jakarta, Singapore, Australia/Sydney).
• Working hours: A switch.
  • Off reads "Not set", and the row says "Hours not set".
  • Switching it on sets 09:00 to 17:00, Monday to Friday, which you then adjust with a start time, an end time and Monday-first day chips (M T W T F S S).
  • Unticking the last day switches working hours off again.
• Changes save automatically, with a saved indicator in the popover header. There is no Save button.