Auto-Assign Leads and Tasks to Your Team

When new leads come in through your website, ads, or imports, you usually want them handed out fairly to your team — not all sent to one person, not waiting for someone to claim them manually. Ambivo can do this automatically. This guide explains how the system distributes work, the three setups you can choose from, and exactly how to configure each one.

What This Feature Does

With auto-assignment, Ambivo watches for new leads (or tasks) that match the filter you set, picks the next person in a rotation list you configure — fairly, in order, respecting capacity — assigns the lead to that person, marks it as assigned, and notifies them. It runs on a schedule (typically every couple of minutes), so leads are distributed near-real-time without anyone needing to babysit a queue.

You can also let teammates see each other's open leads even before someone claims them — useful when a manager wants visibility into the whole team's pipeline, or when a rep is out and another should pick up the slack.

Three Ways to Use It

Option 1 — Auto-Assign Without Team Visibility (simplest)

When to use: You want fair distribution but each rep only sees their own leads. No team inbox feel.

• A list of who's in the rotation
• A filter for which leads should be auto-assigned (e.g., only open leads from the website)

Option 2 — Single Team With Shared Visibility

When to use: Your whole company is one team and everyone should be able to see open leads on the shared board.

• A team label (e.g., Sales, Hillsboro Office)
• Every team member tagged with that label through their role
• A rotation list of who actually receives auto-assigned leads
• A filter for which leads should be auto-assigned

Option 3 — Multiple Offices or Teams

When to use: You have two or more distinct teams and inbound leads need to be split between them.

• One team label per office/team
• Every member tagged with their office's label
• One rotation list per office
• One filter per office — the filter looks at a tag on the incoming lead
• Your intake flow stamps every new lead with the correct site code

The site tag follows the lead through its full lifecycle — contact, deal, order, invoice, and tasks inherit the same office tag automatically.

How a New Lead Flows Through the System

• A lead is created — through a website form, ad, import, or manually. It starts in Open status
• The lead is initially owned by a default intake account
• A scheduled check runs every minute or two, looking for leads that match the filter
• The system picks the next rep from the rotation list — fairly, in order, skipping anyone at capacity
• The lead is reassigned, status flips to Assigned, and the rep gets a notification
• The lead stays visible to the assignee (and teammates if team visibility is enabled) until worked past Open
• If nobody on the rotation is available, the lead waits and re-tries on the next scheduled check

Static vs Dynamic Rotation Lists

Static Rotation

A fixed roster. Everyone you add is in the rotation until you manually remove them. A rep who is logged out or marked Away still receives their turn. Best for small, stable teams.

Dynamic Rotation

Only members marked Available are eligible at the moment of routing. Reps who go offline or set themselves to Away are temporarily skipped. Best for shift-based teams or call-center-style setups.

Setting Up Option 1 — Simplest (No Team Labels)

1. 1

   Create rotation list

   Go to Settings → Routing → Distribution Sequences. Name it (e.g., Sales Rotation). Pick Static or Dynamic. Add each rep with capacity (usually 1).

2. 2

   Create work queue

   Go to Settings → Routing → Work Queues. Name it (e.g., Auto Assign New Leads). Harvest Leads in Open status. Connect to your rotation list. Set schedule (e.g., every 2 minutes) and optional business hours. Set Active.

Setting Up Option 2 — Single Team With Shared Visibility

1. 1

   Create team label

   Go to Settings → Roles & Permissions. Create a role like Sales Team. Register sites under Settings → Company → Sites. Set the role's OPEN ASSIGNMENT GROUP CODE to the site from the dropdown.

2. 2

   Assign members

   Assign every team member to that role. Update your default lead intake account to also have this role. Continue with rotation list + work queue from Option 1.

Setting Up Option 3 — Multiple Offices

• Create one team label per office with unique OPEN ASSIGNMENT GROUP CODE values
• Assign each user to their office's role
• Create one rotation list and one work queue per office
• Configure intake flow to tag inbound leads with the appropriate site code
• Add a catch-all queue for leads with no site code

The Organization Structure Wizard (Guided Multi-Office Setup)

When setting up Option 3, the wizard under Settings → Company → Organization Structure builds office codes, a role tree (Org Admin → GM → Rep), and people assignments in a single pass. It is safe to run again — existing codes, roles, and assignments are left untouched.

Routing Leads by Marketing Source (Channel)

Sometimes you want leads from a specific marketing source to go to a dedicated team, not the general rotation. This uses the same rotation + work queue engine with the filter matching on Marketing Source.

1. 1

   Confirm marketing source

   Go to Settings → Marketing Sources and confirm or add the source name (must match exactly).

2. 2

   Create dedicated rotation and queue

   Create a rotation list with the specialist agents. Create a work queue (e.g., "Emma Channel Leads") using the "Open leads — marketing source" preset with the source name. Connect to the rotation and set Active.

3. 3

   Exclude from general queue

   Open your main work queue and set its filter to exclude that source using the "Open leads — exclude marketing source" preset. Always do both include and exclude — otherwise both queues compete for the same leads.

What Your Team Members See

• My Leads — leads currently assigned to them
• Open Team Leads (Options 2 or 3) — open leads owned by teammates with the same team label
• Leads worked past Open drop off the team view — only the owner sees them
• In-app notification when a new lead is assigned

Visibility Rules in Plain English

• You always see leads you own
• You see leads owned by your direct reports if the role hierarchy is set up
• You see open leads from teammates with the same team label — only while status is Open
• You see leads explicitly shared with you via the access list, regardless of status

How Site Tagging Affects What You See Across Record Types

• Leads: see fresh open leads from your office
• Contacts, Accounts, Orders, Invoices, Tasks: office tag gates visibility automatically
• Deals: visibility follows ownership and explicit sharing
• Untagged records are visible to everyone
• Cross-office admins with no site label see everything
• Users assigned to multiple offices see records from any of their offices

Site Code on Records

Codes are managed under Settings → Company → Sites. When a record is created, its site code is decided by: explicit choice on the form, inheritance from a parent record, auto-stamp from the owner's role, or None (visible to everyone).

Common Scenarios and How to Handle Them

• Shared inbox — anyone can claim new leads: Use Option 2
• Two offices, two lead-capture forms: Use Option 3 with site codes on forms
• Campaign leads to a special team: Use marketing source routing with paired include/exclude filters
• Fair rotation, no shared visibility: Use Option 1
• Rep on vacation (dynamic): Set status to Away — system skips automatically
• Rep on vacation (static): Remove from rotation list; existing leads stay assigned
• Pause overnight: Set business hours on the work queue
• Senior reps get more leads: Give higher capacity on the rotation list
• Lead never assigned: Check filter match, queue status, business hours, rotation capacity, and site tag

Tips

• Start small — set up one office, watch for a few days, then expand
• Use clear team codes — short, memorable abbreviations like SALES, WEST
• Capacity numbers are relative — ratios matter, not absolute values
• Don't forget the catch-all queue for Option 3
• Watch the routing log (Settings → Routing → Routing Log) if something looks off
• Pause work queues before reorganizing team labels or rotation lists

When NOT to Use This Feature

• Fewer than 3 reps — manual assignment may be simpler
• Leads need expert routing by score, language, or deal size — use workflows or custom logic
• Strict round-robin that ignores availability — use static rotation; for strict order ignoring capacity, work with your admin

Sharing a Specific Record With a Team (Beyond Auto-Assign)

Sometimes you need to share one specific record with named people who keep access regardless of status. Build a Team under Settings → Teams, then apply it to any supported record.

Supported Record Types

• Supported: Leads, Contacts, Accounts, Opportunities, Orders, Invoices, Tasks
• Not supported via Team sharing: Products, Calendar entries, Files, Task templates, Custom Objects

Site-Team Visibility vs Team Sharing

Auto-Routing Tasks (Same Engine)

Tasks can be auto-assigned using the same rotation mechanism. Tasks use status = unassigned as the auto-route signal. A playbook or automation creates the task with unassigned status; the work queue harvests it, assigns an owner, and flips status to assigned. Manual task creation defaults to assigned so personal tasks are never swept into rotation.

Related Guides

• CRM-001 — Leads Management
• CRM-002 — Contacts Management
• CRM-011 — Tasks and Task Projects