Who looks after a lead

On a team, every lead has one person looking after it, or it's in the pool for anyone to pick up. It shows at the top of the lead as Looking after this.

As a coordinator

A lead in the pool says Unassigned, anyone can pick this up. Choose I'll take it and it's yours. On your own lead, Put back returns it to the pool.

If someone else took it a moment before you, you'll see "Somebody on your team picked this up first. Refresh to see who has it."

As an owner or manager

You get a list instead. Choose anyone on the team, or Unassigned to put it back in the pool. Day-of staff aren't in the list; they don't hold leads.

From Today

Your Today page lists leads waiting on you, including pool leads with In the pool and a Pick up button.

When to use which

• A new inquiry that anyone can answer: leave it in the pool and let the first free person pick it up.
• A couple who asked for someone by name: assign it to them.
• Someone going on holiday: assign their leads to a colleague, and turn on Out of office for the business if everyone's away. See Automations and away.
• Someone leaving: remove them, and hand their leads over in the same step. See Remove someone from your team.

What the person sees

A lead assigned to someone appears on their Today page and in their Leads. Coordinators see only their own leads and the pool.

Good to know

• New leads land according to your rule under Team, New leads go to. See Your team, roles and who gets new leads.
• Leads someone adds by hand stay with them.