How to configure lead routing to reps in HelloGrowthCRM
Auto-assign new leads using round-robin, territory, or score-based rules. Set business hours, skip-out-of-office, and capacity caps.
What this guide helps you do
Follow this article when you want a focused, step-by-step path to complete the task without digging through menus.
Need a broader overview first?
Go back to the Leads & Contacts section to browse more guides, compare related tasks, and choose a better starting point.
View all Leads & Contacts guidesLead routing is the rule engine that auto-assigns every new lead to the right rep — by territory, source, score, language, or any combination.
How to use this guide
Read the intro to confirm this is the right workflow, complete the steps in order, then review the common issues and related articles if your setup behaves differently from the standard path.
What you'll need
- •Pro tier or above
- •Owner or Admin role
- •Clear sense of distribution: round-robin, territory, account-based, or score-tiered
- •Reps' working hours and time zones
- 1
Open Settings → Lead Routing
Existing rules listed in priority order (top to bottom).
- 2
Click Add routing rule
Pick template: Round-robin, Territory-based, Score-based, Source-based, or Custom.
- 3
Define the trigger
Trigger event: New lead created, Source = X, Score crosses threshold, Form submitted, Webhook.
- 4
Add filters
Country = India, State IN (Maharashtra, Karnataka), Source = IndiaMART, Score > 60. AND/OR logic.
- 5
Choose the assignee group
Pick eligible reps — by individual or team (e.g., South India Sales Team).
- 6
Pick routing logic
Round-robin, Round-robin with capacity, Weighted, First available, Territory, Account ownership.
- 7
Configure capacity and out-of-office
Per-rep daily caps. OOO read from each rep's calendar — auto-skip if on PTO.
- 8
Set business hours
Routing fires only during business hours. Toggle 24/7 if always-on.
- 9
Save and test
Submit a test lead. See which rule fires + which rep gets it.
- 10
Order your rules
Routing checks rules top to bottom; first match wins. Drag to reorder.
Frequently asked questions
Can routing assign to teams instead of individuals?▾
Yes — pick Team as assignee. Lead shows in shared queue; whoever picks it up first owns it.
Does routing fire on imported leads?▾
Only if you tick Apply routing on import in CSV import wizard.
How fast does routing fire?▾
Under 2 seconds for 99% of leads. Webhook-triggered can route in under 500ms.
Can I route based on score AND territory?▾
Yes — combine filters with AND. Score > 60 AND State = Maharashtra → senior MH rep.
What if a rep is offline?▾
First available logic skips offline reps. Round-robin queues leads; they see them at login.
Can I auto-create a task or call when assigned?▾
Yes — chain routing into a journey.
Related articles
See it in product
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Still need help?
If this article does not match your account setup, rollout stage, or edge case, review more guides in Leads & Contacts or contact our team for direct help.
Harnish leads engineering at HelloGrowthCRM. He focuses on CRM architecture, AI agents, and integrations across calling, messaging, and revenue systems.
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