Lead Routing & Assignment Rules

Configure how qualified leads are routed to one accountable agent — by listed-property agent, branch, round robin, skills, language and capacity — with a decision explanation stored on every assignment (WF-01).

CRM-04 WF-01 UX-05

Active rules

1 draft pending approval · 1 disabled

Auto-assignment rate (30d)

94.2%

▲ 2.1 pts vs June

Median time to assign

38 s

Target ≤ 60 s from intake

Fallback queue depth

1 breaching 30-min SLA

Manual overrides (30d)

All with stored reason + approver

Lead stage model — configurable transitions (Stage model v4)

Edit in workflow configurator →

New Contacted Qualified Viewing Offer Won / Lost

Assignment rules — evaluated top-down by priority

Priority	Rule	Match criteria	Assignment strategy	Capacity guard	Exclusions	Status	Matched (30d)
P10	Listed-property agent first RULE-ASG-010 · v12	Lead references an active listing	Listing agent of the referenced unit	Skip if agent > 25 open leads	Agents on leave (HR feed)	Active	412
P20	Arabic-language enquiries RULE-ASG-020 · v7	Preferred language = AR	Round robin — skill group “Arabic native” (5 agents)	Skip if agent > 25 open leads	—	Active	168
P30	Abu Dhabi territory RULE-ASG-030 · v4	Community located in Abu Dhabi	Branch routing → Abu Dhabi Branch pool	Pool cap 120 open leads	—	Active	96
P40	Premium budget ≥ AED 5,000,000 RULE-ASG-040 · v6	Stated budget ≥ AED 5,000,000.00	Skill group “Luxury” — least-loaded senior agent	Skip if agent > 15 open leads	Agents < 2 yrs tenure	Active	41
P50	Campaign — Marina Summer Offers RULE-ASG-050 · v2 · expires 31 Aug 2026	utm_campaign = marina-summer-26	Round robin — campaign team (Omar Haddad, Layla Hassan +2)	Skip if agent > 25 open leads	—	Active	233
P60	Portal leads — default round robin RULE-ASG-060 · v9	Source ∈ (Bayut, Property Finder, Dubizzle)	Round robin — Dubai HQ residential pool (6 agents)	Skip if agent > 25 open leads	Agents on leave	Active	587
P70	Corporate / commercial enquiries RULE-ASG-070 · v3	Party type = Corporate (e.g. Falcon Trading FZ-LLC)	Named queue — Rashid Al Farsi (Sales Manager) triage	—	—	Active	12
P80	WhatsApp overflow (evenings) RULE-ASG-080 · v1 · maker: Vikram Nair	Source = WhatsApp AND 18:00–22:00 GST	Round robin — evening duty roster	Skip if agent > 10 open leads	—	Draft — pending approval	0
P85	Walk-in kiosk (Ramadan hours) RULE-ASG-085 · v2 · disabled 20 Apr 2026	Source = Walk-in kiosk	Round robin — front desk roster	—	—	Disabled	0
P99	Catch-all → fallback queue RULE-ASG-099 · v5 · cannot be disabled	No higher rule produced an eligible agent	Unassigned pool — Sales Manager triage, 30-min SLA	—	—	Active	31

Routing simulation — preview before publish

Sandbox — no lead created

Source

Preferred language

Community

Stated budget (AED)

Related listing

Listing agent: Layla Hassan

Simulated intake time

Evaluation trace — decision explanation (stored with the assignment)

Step 1 · P10 Listed-property agent first

Matched, then skipped — capacity guard

Listing agent Layla Hassan at 27 / 25 open leads → rule yields no eligible agent.
Step 2 · P20 Arabic-language enquiries

Matched — round robin “Arabic native” (position 3 / 5)

Selected: Omar Haddad · 14 / 25 open leads · not excluded · branch Dubai HQ.
Result

Assign Omar Haddad · notify in-app + email · create SLA task

Task “First response” due 14:05 GST (30 min) · explanation snapshot RULE-ASG-020 v7 stored on the lead.

Fallback queue — unassigned pool (WF-01 exception path)

4 waiting

Lead	Source	Received	Reason unassigned	SLA (30 min)
LD-2026-08812 Corporate · Falcon Trading FZ-LLC	Email	13:41	Manager triage rule (P70)	12 min left
LD-2026-08807 AR · budget AED 6,200,000.00	Bayut	13:22	Luxury skill group — all at capacity	4 min left
LD-2026-08799 RU · Marina District	Website	12:58	Language skill “Russian” unavailable today	Breached +7 min — Sales Manager notified
LD-2026-08795 Quarantined payload · retried 2×	Portal API	12:31	Malformed payload — held in intake quarantine	SLA paused

Recent assignments — rule, reason and override always stored

Open in audit explorer →

Time	Lead	Assigned to	Mode	Rule / version	Reason recorded	SLA task
13:36	LD-2026-08811 Amina Noor · Property Finder	OHOmar Haddad	Auto	`RULE-ASG-020 v7`	Arabic skill round robin 3/5; P10 skipped (capacity)	First response due 14:06
12:54	LD-2026-08804 Website · Prototype Residences B	LHLayla Hassan	Manual override	`RULE-ASG-010 v12` (overridden)	Customer asked for female agent · approved by Rashid Al Farsi	First response due 13:24 · Met
12:12	LD-2026-08801 Bayut · PR-B-0704	LHLayla Hassan	Auto	`RULE-ASG-010 v12`	Listing agent of PR-B-0704	First response due 12:42 · Met
11:48	LD-2026-08797 Dubizzle · budget AED 850,000.00	OHOmar Haddad	Auto	`RULE-ASG-060 v9`	Round robin Dubai HQ residential 2/6	First response due 12:18 · Breached — escalated
11:20	LD-2026-08793 Campaign marina-summer-26	OHOmar Haddad	Auto	`RULE-ASG-050 v2`	Campaign team round robin 1/4	First response due 11:50 · Met
10:02	LD-2026-08788 Abu Dhabi · Corniche enquiry	Abu Dhabi Branch pool	Auto	`RULE-ASG-030 v4`	Branch territory routing	Pool pickup due 10:32 · Met

Reassign lead LD-2026-08799 — manual override

Assign to *

Selecting an over-capacity agent requires Sales Manager approval.

Approver

Override reason *

A reason is mandatory for every manual assignment or override.

Static render mockup — no live data. Source: ERP Modern Development Specification v2.0 · Covers: CRM-04 (lead stages, routing and assignment), WF-01 controls (assignment reason, SLA, manager override, unassigned pool). Related: Lead Inbox · Multi-channel Intake · Workflow & Rules Configurator.