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Assign, Reassign, and Unassign Leads

Goal: Get leads in front of the right agent — whether distributing a fresh import, rebalancing workloads, or reclaiming leads from a departing agent. Who does this: Sales Manager Before you start: The target Lead Pool must exist and the leads must already be in the system. See Bulk Import Leads if you're distributing a fresh upload.

Steps​

Assign leads to an agent​

  1. Sales Manager Open the Assign page. Navigate to Leads → Assign in the sidebar.

  2. Sales Manager Select the employee. Use the search box to find and select the agent you want to assign leads to.

  3. Sales Manager Pick a Lead Pool. Expand the Assign leads to an employee section and select the Lead Pool to draw from. The available unassigned leads in that pool are listed. See Assigning and Unassigning Leads.

  4. Sales Manager Select and confirm. Check the box next to each lead you want to assign, then click the assign button. The leads move to the agent's list immediately.

Reassign leads to a different agent​

  1. Sales Manager Unassign from the current agent first. On the same Leads → Assign page, select the agent who currently holds the leads. Expand Unassign leads from an employee, select the leads to reclaim, and confirm. The leads return to the pool.

  2. Sales Manager Assign to the new agent. Repeat steps 1–4 above with the new agent selected. You can also handle both steps in a single session by unassigning first, then switching the employee selector to the target agent.

Unassign leads back to a pool​

  1. Sales Manager Select the agent and unassign. Expand Unassign leads from an employee, select the leads, and confirm. The leads return to the unassigned pool and are available for the next assignment cycle.

What happens next​

Assigned leads appear in the agent's lead list and the agent can start working them immediately. Unassigned leads return to the pool and will not count against the agent's workload metrics. If a lead was retired before reassignment, its inactivity timer resets on the new assignment.