Define entry and outcomes
Enable the new-lead entry option on the entry stage. Restrict it by channel and conditions based on information available when the card is created. For the AI handoff destination, choose a stage with owners and a deadline. Leaving it in an unmeasured column can leave a contact without an advisor or clock. Mark final stages as Won or Lost. An intermediate stage does not count as a conversion merely because of its name; its outcome configuration matters.Owners and distribution
Enable Deadline and automatic reassignment and add at least one team. Review direct members, included subteams, people eligible to receive leads, and personal caps. Team membership and receiving leads are separate settings.
Configure each advisor’s cap, attempts within the pool, and a pool-specific deadline if needed. Without its own deadline, a pool uses the column deadline. Without a pool-entry condition, it accepts any eligible card reaching it.
Timing and escalation
Choose minutes and either 24/7 or Business hours. Review team schedules, holidays, and time zones in team settings. Alerts use consumed-time percentages: 50 and 80 mean halfway through and 80% consumed. Define handling requirements and what happens when they are met. Then review attempts within each pool, escalation to the next eligible pool, and the destination after exhaustion. Leaving a card in place without an owner requires human intervention. For WhatsApp, the expired-window option can reassign anyway, retain the advisor until the customer replies, or move the card while retaining its advisor. Choose behavior your team can carry out. Save each stage and test a controlled contact from entry to outcome.Frequently asked questions
Are actions required without conditions?
Are actions required without conditions?
No. An empty group is satisfied by the card being in the stage. Define requirements to measure handling.
Can a pool have no eligible advisors?
Can a pool have no eligible advisors?
Cards will wait and follow retry/escalation rules. Review the roster and caps.
Does the advisor cap limit the whole team?
Does the advisor cap limit the whole team?
The advisor cap limits each person’s active cards; also review individual overrides.