Automate lead handling with rules

How a rule reads

Setup → Automations → New rule. Every rule has three parts: When (what happens to a lead), Only if (optional conditions it must match) and Then (the actions, done in order). The list shows each rule in one sentence — “When a new lead isn’t called within 10 minutes, notify managers, share in turn between 3 people” — so anyone can see what it does.

Pick the trigger

Six things can start a rule. The two timed ones are checked every minute.

• A new lead arrives — added by hand, from lead forms, lead sources, the API or missed calls (sheet imports are not included)
• A new lead is not called in time — once per lead, if nobody has called it within the time you choose after it arrived
• Calls go unanswered — when the last calls logged on a lead were all unanswered, counted from the last answered call
• A follow-up is overdue — once for each follow-up left undone for longer than you choose
• A lead changes stage — any stage, or only moves to the stages you pick
• A call outcome is logged — any outcome, or only the ones you pick

Narrow it down (optional)

Only if limits the rule to the leads you mean. Leave it empty and the rule runs for every lead that matches the trigger.

• Lead source is — for example only Google Ads, only IndiaMART or only Missed calls
• Lead is in stage — runs only while the lead is in one of these stages
• Lead has any tag — separate tags with commas
• Owner — any, has an owner, or has no owner

Choose what happens

Add up to six actions; they run in the order you list them.

• Assign lead — give it to one person, or share in turn between several
• Move to stage
• Add tags
• Set follow-up — in a number of minutes, hours or days
• Send notification — to the lead’s owner, to managers (owners, admins and the owner’s team lead) or to specific people
• Add to sequence — start an automatic follow-up sequence

Start from a template

Under the list, four ready-made rules fill in the builder for you to adjust and save.

• Call new leads fast — if nobody calls a new lead in 10 minutes, alert managers and pass it on
• After 3 unanswered calls — tag the lead and set a follow-up for next week
• Overdue follow-up alert — if a follow-up is an hour late, remind the owner and their manager
• Win back lost leads — when a lead is marked lost, set a follow-up for a month later

Check what your rules did

Each rule shows how many times it ran and when it last did. Recent activity lists what every rule did, newest first — Done, Nothing to do or Failed — and each change appears on the lead’s timeline with the rule’s name, so an agent who finds a lead reassigned can see why. A change made by a rule does not set off other rules, so two rules cannot pass a lead back and forth.

• Switch a rule off to pause it; switch it on to carry on
• Remove stops a rule for good; what it already did to leads stays as it is
• How many rules can be on at once depends on your plan — see Pricing