Lead routing rules live in Settings → Routing. Assign by state license, product line, lead source, round robin, or availability — and add a fallback owner so no lead ever lands unassigned.
Routing conditions you can combine
State and carrier appointment status of the producer.
Product line requested on the form (Medicare, ACA, life, annuity).
Lead vendor or campaign source.
Round robin with weighting for top performers.
Business hours and current availability.
Create a routing rule
Open Settings → Routing and click New rule.
Choose the trigger source: form, vendor webhook, or manual import.
Add conditions and select the destination producer or team.
Set a fallback owner and save.
What happens if the assigned agent does not respond?
Add a reassignment rule: if there is no logged attempt within a set number of minutes, the lead moves to the next producer in the rotation.