Overview
Lead routing, also called lead distribution, controls how leads are assigned or made available to users in SalesExec. Automated routing reduces manual assignment and helps your team work eligible leads according to your business priorities.
SalesExec supports two models:
Push Distribution: Automatically assigns leads to users or branches.
Pull Distribution: Makes eligible leads available in a shared pool so users can pull the next lead when they are ready.
For example, a small team may use Push to give each salesperson responsibility for specific leads. A high-volume team may use Pull to prioritize new leads and make unsuccessful contact attempts available for another attempt after a configured cool-down period.
You can use either model or combine them.
Push Distribution
Push Distribution routes leads to a branch or group of users based on configured criteria. Leads can be assigned automatically when they are created.
When a lead is assigned directly to a user, that user is responsible for follow-up. Assignment notifications depend on the user’s notification settings.
When to use it
Use Push when:
Lead volume is manageable for individual users.
Leads need a dedicated salesperson responsible for follow-up.
Leads must be routed to a specific branch.
You can also push leads to a branch, then use Pull Distribution to make them available to users within that branch.
Benefits and tradeoffs
Benefits | Tradeoffs |
Establishes clear responsibility for each assigned lead. | High volumes can build up in individual users’ lead lists. |
Routes leads to the appropriate user or branch automatically. | Follow-up timing depends on how users manage their assigned leads. |
Supports distribution to logged-in users. | Assignment alone does not ensure an immediate contact attempt. |
Pull Distribution
Pull Distribution lets users pull eligible leads from a shared pool rather than receiving a list of individually assigned leads.
Configure eligibility using criteria such as the date a lead was added, marketing information, status, or lead field values. Set strategy priorities so the most important eligible leads are pulled first.
For example, you might prioritize newly added leads with no contact attempts before older leads.
Leads remain at the company, corporate, or branch level and are temporarily borrowed by a user for a contact attempt. Depending on your configuration, an unsuccessful attempt can release the lead into a cool-down period before it becomes eligible to pull again.
When to use it
Use Pull when:
Your team handles a steady or high volume of leads.
Multiple users share responsibility for contact attempts.
You want configured priorities to determine which leads are worked next.
Leads need repeated contact attempts with a delay between attempts.
Benefits and tradeoffs
Benefits | Tradeoffs |
Prioritizes eligible leads according to your routing rules. | Low lead volume may leave users without eligible leads to pull. |
Supports repeated attempts through recycling and cool-down settings. | Restrictive criteria or long cool-down periods can reduce availability. |
Gives users access to a shared pool without assigning every lead to their individual pipeline. | Requires clear rules for eligibility, priority, and release. |
Supports state calling-hour settings. | Calling-hour settings need review against your organization’s approved policy. |
Pull can help reduce time to the first contact attempt when users are available and the strategy prioritizes new leads. Results depend on staffing, lead volume, and configuration.
Choose a distribution model
Your team’s needs | Model to consider |
Each lead needs a dedicated salesperson. | Push |
Individual users can manage the incoming lead volume. | Push |
Users should work the next eligible lead from a shared pool. | Pull |
Contact attempts should follow configured priorities and cool-down periods. | Pull |
Leads need branch routing followed by shared access within that branch. | Push and Pull |
Different lead types require different assignment and follow-up processes. | Push and Pull |
Plan your routing rules
Before configuring a strategy, decide:
Which leads qualify: Define criteria using lead fields, marketing information, age, or status.
Who can receive or pull them: Identify the users or branches that should work those leads.
Which leads take priority: For Pull, decide the order in which eligible leads should be offered.
What happens after an unsuccessful attempt: Define release and cool-down behavior.
When leads should be available: Review state calling hours against your organization’s approved calling policy.
Test with a small set of leads before applying the strategy broadly. After changing Pull criteria, review whether the queue needs to be rebuilt.
Confirm it worked
For Push, create a test lead that meets the criteria and confirm it reaches the intended user or branch.
For Pull, confirm an authorized user can pull an eligible test lead in the expected priority order. Then verify release, cool-down, and subsequent eligibility.
Use contact details you control if testing includes outbound calls or messages.
Troubleshooting
Problem | What to check |
Leads go to the wrong user or branch. | Review the strategy’s criteria and recipients. |
The Pull queue is empty. | Check whether leads meet the criteria, have completed their cool-down period, and are eligible under the configured calling hours. |
A user cannot receive or pull leads. | Confirm the user is included in the strategy’s recipient or user settings. |
Leads become available at an unexpected time. | Review calling-hour settings, lead location data, and cool-down configuration. |
Pull behavior does not reflect recent changes. | Confirm the changes were saved and check whether the queue needs to be rebuilt. |