User Groups

User groups allow you to organise users into departments and control how leads are distributed between them - for example: Admin, Tele-Sales, Advisors, Sales Reps.

• Each user can belong to one or more groups
• Add groups via Settings > User Groups > Add New User Group
• Once created, click Select Users to add members
• Click Edit to configure the group's rules

Lead Distribution Method

Choose how leads are distributed within the group:

• Random - leads are assigned randomly across users
• Sequential - leads are distributed in a round robin order (A, B, C, and repeat)

Delivery Limits

Set a cap on how many leads each user in the group can receive:

• Limits can be set daily, monthly, or both
• If a user hits either limit, leads will stop being delivered to them (whichever limit is reached first)
• If all users hit their limits, the lead won't be assigned to anyone - ensure at least one user has no limit set
• Enter zero for unlimited
• Limits do not apply to manually picking up leads - only to automatic distribution

Lead Pick Up Statuses

Allow users in the group to manually pick up leads of certain statuses:

• Ensure the user has permission to pick up leads via Settings > Users > Permissions
• Click Select Statuses and tick only the statuses you want users to be able to pick up
• Only unassigned leads can be picked up

Sequential Distribution - How It Works

Leads are distributed in a strict round robin order. For example, with four users (Tom, Stephanie, Lewis, Denise), each would receive leads in turn - one each, cycling back to the start.

The order may change if:

• A user is added or removed from the group
• A user reaches their daily or monthly limit

The sequential order may appear broken if:

• A lead is assigned via duplication rules (assigning based on a previous lead's owner)
• A user manually added the lead and it was auto-assigned to them based on event rules
• A lead is re-assigned manually

Note: Leads assigned outside the user group rules do not affect the group's daily or monthly delivery limits.