Six parts
Example journey
A new conversation creates a card in New when entry is enabled and its conditions match. AI qualification hands it to a measured stage such as Contacted. The first eligible pool assigns an advisor within their active-card cap and starts the clock. The advisor sees outstanding requirements in the conversation’s Management tab: for example, sending a message, logging a call, and applying a contact tag. Alerts at configured consumed-time percentages explain what is still missing. Meeting all requirements stops the clock and optionally moves the card. Expiry triggers reassignment within the pool, then escalation to another eligible pool, and eventually the configured exhausted-chain action. Moving into a stage marked Won or Lost closes the journey.Read the clock
The clock shows remaining time, amber when 30% or less remains and red at 15% or less. These colors do not change the deadline. Expired cards show how long overdue they are. Business-hour clocks pause outside the team’s configured working schedule and show their next resume time. Remaining business time is not wall-clock time. A three-hour deadline created when the team has finished for Friday can remain at three hours until the next working period.Who sees it
Advisors use Management to inspect requirements, log a call outcome, apply contact tags, and move their own card to a stage. Board cards show clocks and conversation links. Supervisors use the routing report for compliance, first contact, conversion, and the critical queue. The add-on enables the feature;lead_routing.read controls clock visibility and scope. Configuration editing requires lead_routing_config.update, with board access also required. Contact access controls the conversation panel; report access requires reports.read.
Configure team schedules, holidays, and time zones in Organization → Teams. The current journey settings do not expose event webhook/email configuration; coordinate those requirements with support. The engine supports one board per organization.
Frequently asked questions
Why don’t I see clocks?
Why don’t I see clocks?
Check the add-on, lead_routing.read scope, and whether the column measures deadlines.
Does a customer message count as advisor work?
Does a customer message count as advisor work?
Only if the condition explicitly counts inbound messages. Outbound messages, notes, and logged calls are separate facts.
Can routing manage two boards?
Can routing manage two boards?
The engine selects one contact board per organization.
What happens when nobody is eligible?
What happens when nobody is eligible?
Retry and escalation settings determine how long it waits and which pool follows. Review the final exhausted-chain action and alert recipients.