Can a lead be left without a destination?

No, because the fallback destination catches every lead that goes through the rules and that no other rule picks up. The one exception is the moment rules are being saved, and any lead that cannot be routed then is logged.

How do I know new rules will behave the way I want?

Use «Test on last week's leads». It shows the effect on your actual leads: how many would change, plus the current and new destination of each affected lead, and nothing is written.

What decides which agent on a team receives the lead?

The sales agent with the fewest open leads, with a fixed order as the tie-break. Closed and opted-out leads are not counted, and anyone on approved leave today is skipped.

Who can edit the rules?

Only the owner. The rules page and its API refuse any other role before reading anything.

Can I send Meta ad leads to the call-center desk and website leads to a sales team?

Yes, because source is an available condition. Add one rule where source equals Meta ads with the call-center desk as destination, and a second for the website pointing at the team you choose.

What does a team leader see when a new lead arrives?

A notification that a lead was routed to their team, which also says whether it was auto-assigned to an agent or no eligible agent was available.

Last updated 2026-10-04

Lead distribution: your rules decide where every new lead lands

Lead distribution is a settings tool that sends every new lead to the right team or to the call-center queue, following ordered rules you write yourself. The first matching rule wins, and it works once your office has teams set up. It is included in the Agency plan and is not sold separately.

Included

Create your workspace

What is it?

One ordered list of rules decides where a lead goes when it reaches your office through website forms, Meta and Snapchat lead-ad forms, launch-day registration, the broker portal, the financing pre-check form, or a call-center agent's log. Customers who simply message you on WhatsApp, Instagram or TikTok are placed by the line they arrived on, not by these rules. Each rule has one condition (line, region, project or source) and one destination: a team or the call-center queue. A permanent fallback sits at the bottom so no lead is left without a destination.

Who is it for?

An office with several teams that wants a website-form or Meta-ad lead to reach the right team without the owner touching each one.
An owner selling a specific project who wants every inquiry about it to go to a dedicated team.
An office receiving leads from many sources that wants some of them qualified by the call-center queue before they reach sales.
A manager who no longer trusts manual hand-offs because a new lead waits with whoever did not notice it.

What problem does it solve?

A new lead reaches everybody or nobody, so replies slip and interest cools.
The owner becomes a manual dispatcher, opening each lead and asking who should take it.
Nobody knows why a lead went to a given team, so the rules are hard to correct.
Changing the rules feels risky because you cannot see their effect on real leads before saving.

How it works, step by step

Open Settings, then «Lead routing» (توزيع العملاء). The page is for the owner only and appears once your office has teams.
Click «Add rule» and pick the condition: line, region, project or source, then the value it must equal. The doors that go through the rules today are Meta ads, Snapchat ads, the website, the broker portal, launch day and the call-center desk. The source list also shows WhatsApp, Instagram, TikTok and manual entry, but those do not go through the rules, so a rule on them will not match. Region comes from the call-center log, and project from website, launch-day and broker leads.
Choose the rule's destination: a specific team or the call-center desk (قسم التلي). Order the rules, because the first one that matches wins.
Set the fallback destination for any lead no rule matches. It always sits last, whatever order you give it.
Click «Test on last week's leads». The system tells you how many of the total would change destination and lists the affected leads (up to 50 in the table) with their current and new destination. The test writes nothing, and a «line» rule cannot be tested on past leads.
Click «Save settings». Saving replaces the whole rule list in one go, so you never end up with a half-updated list.
When a new lead arrives with no agent, the system evaluates the rules in order. If the destination is a team, it picks the sales agent on that team with the fewest open leads, assigns the lead, and notifies the agent and the team leader.
Check the result on the lead's timeline: a «routed» event shows the destination (marked as the fallback when that decided it), and a summary of the deciding rule is saved with the lead.
If the team declines the lead it returns to the call-center desk at once for re-qualification, and so does a lead that reached the team with no agent taking it and stayed untouched past the time limit (details on the call-center page).

What is included

Ordered rules with one condition each: line, region, project or source.
A permanent fallback destination that is always evaluated last.
A dry run against last week's leads (up to 500) before saving, with no change written.
Automatic assignment to the sales agent with the fewest open leads on the team, skipping anyone on approved leave.
Notification to the agent in the app, and on WhatsApp when they have a number and their notification settings allow it (no WhatsApp for a lead routed from the call-center desk), and to the team leader.
A saved summary of the deciding rule and an ownership-history entry for every move.

Limits and fair use

The tool needs teams in your office. Without teams, the rules page will not work.
Rules apply only to new leads arriving through the doors listed above. Direct WhatsApp, Instagram and TikTok conversations and manual entry do not go through them.
Each rule has a single «equals» condition. There are no compound conditions or ranges.
Automatic distribution covers leads that have no owner yet. It does not re-route a lead that already has an agent.
If no sales agent is available on the team, the lead goes to the team without an agent and the team leader is told. Call-center staff are never assigned sales leads.
Balancing across agents uses the count of open leads, and may differ slightly when several leads arrive at the same moment.
Saving rules is a delete followed by an insert, so there can be a brief moment with no rules. A lead arriving in that moment may stay unrouted, and this is logged.
Your team still talks to the customer and makes the decisions. Distribution decides who receives the lead; it does not reply on anyone's behalf.

Price and what others bill you

Item	Price	Billed by
Lead distribution (auto-assign)	Included	EvaCore

Frequently asked questions

Can a lead be left without a destination?: No, because the fallback destination catches every lead that goes through the rules and that no other rule picks up. The one exception is the moment rules are being saved, and any lead that cannot be routed then is logged.
How do I know new rules will behave the way I want?: Use «Test on last week's leads». It shows the effect on your actual leads: how many would change, plus the current and new destination of each affected lead, and nothing is written.
What decides which agent on a team receives the lead?: The sales agent with the fewest open leads, with a fixed order as the tie-break. Closed and opted-out leads are not counted, and anyone on approved leave today is skipped.
Who can edit the rules?: Only the owner. The rules page and its API refuse any other role before reading anything.
Can I send Meta ad leads to the call-center desk and website leads to a sales team?: Yes, because source is an available condition. Add one rule where source equals Meta ads with the call-center desk as destination, and a second for the website pointing at the team you choose.
What does a team leader see when a new lead arrives?: A notification that a lead was routed to their team, which also says whether it was auto-assigned to an agent or no eligible agent was available.

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