Assignment

By the end of this page new leads will be shared out between the people you choose, and new chats will go to the right person. Open Settings → Assignment: it has Who gets new leads and Who gets new chats.

Who gets new leads

Pick people under Everything else and new leads take turns between them: each new lead goes to whoever has waited longest. The owner's name shows on the lead's row in Today, and Mine there shows only your own.

Only people who can take chats are listed — owners, managers, front desk and telesales — because a lead's chats follow its owner. A choice saves as soon as you pick it.

When your team is on the rota, a new lead goes to whoever has waited longest among the people on shift at that moment. With nobody on shift it goes to someone who isn't on approved time off, and with everyone away, to anyone on the row. Someone back from a day off gets one lead to catch up, then takes their turn as usual. People with no rota count as available, but not as on shift.

With nobody picked, nothing changes: a new lead stays unowned until someone records its first outcome, and then it is theirs.

Exceptions

Click Add exception to send some leads to other people. An exception matches one location, one treatment or one lead source, and has its own people, who take turns in the same way. Pick one person to send every matching lead to them.

When more than one row matches a lead, the first in this order wins:

1. Location
2. Treatment
3. Lead source
4. Everything else

A lead source row matches a new lead by its channel: the channel of what brought it in (a website form, an ad lead form, a call to a tracking number, a friend's referral), or, for a lead nothing captured, the channel of the patient's lead source. A lead with neither — say a lead the AI receptionist captures from a caller it doesn't know — uses the location, treatment and Everything else rows.

If nobody on a row can take leads any more, its leads go to the next row that matches. A location or treatment you archive stays on its row, marked (archived), so you can remove it.

Leads that already have an owner

• A lead someone adds by hand — New lead in Today, New journey on a patient, or Create lead from a chat — belongs to whoever adds it.
• An ad lead form with its own owner, or a Page or account with a Default owner, keeps that owner. See Native lead ads.
• Leads that arrived before you set this up keep the owner they have. Only new leads are shared out, and imported history never is.

Sign messages with the owner's name

Automation messages can greet a lead with the owner's first name — "I'm Feria, one of the treatment coordinators at…". Add the Lead owner first name field ({{owner.firstName}}) to a template; it uses the first word of the owner's name.

If the lead has no owner when the message sends, the field is left blank in an email, a text message or a WhatsApp reply inside the 24-hour window. A WhatsApp template sent outside that window is skipped instead, and the automation's history shows the skip. With people picked under Everything else, every new lead has an owner. See Templates.

Who gets new chats

Who gets new chats sets who a new conversation is assigned to. It has one row for each channel you have connected, plus Everything else:

• Pick a person for a channel to send its chats to them — Facebook comments to one person and TikTok messages to another, say.
• A channel left on Everything else follows that row.
• Everything else left on Practice owner sends those chats to the practice owner.

Only people who can take chats are listed: owners, managers, front desk and telesales. A choice saves as soon as you pick it.

The person set here gets a chat when nobody has it yet and the lead has no owner who can take it — see Who gets a conversation for the full order. Someone suspended, or whose role can no longer take chats, is skipped. A choice belongs to the channel rather than to one connection, so it still applies after you disconnect an account and connect it again. With no channel connected, this part links to Channels instead.