Lead sources and routing

These two settings answer the two questions you have about every new lead: how should it be worked, and who should work it.

• Lead Sources decides which approach Claire uses for leads from a given place.
• Lead Routing decides which agent ends up owning the lead.

They sit together in Settings, under Your business, as the two tabs of one tile, Leads: Sources and Routing. The Routing tab is for owners and admins.

Lead Sources

An expired listing needs a different conversation than someone asking for a cash offer. Lead Sources is where you say which is which. Anything you don't list gets a general approach.

Each row is a source name and the approach it should get:

Approach	Use it for
Cash offer, convert to listing	People asking what you'd pay for the house.
Home valuation	People asking what their home is worth.
For sale by owner (FSBO)	Owners selling without an agent.
Expired / canceled listing	Listings that came off the market unsold.
Probate / estate	Estate and probate situations.
Pre-foreclosure	Homeowners whose home is in pre-foreclosure.
Referral	People sent to you by someone else.
Seller (general)	Sellers who don't fit the ones above.
Buyer	Buyers.
Generic / discover	Anything else. Claire works out what they want.

Matching is loose and ignores capital letters. It matches on any part of the source name, so typing landvoice covers both Landvoice and LandvoiceID.

You can see a contact's source on their own page, and you can override any single person there using the Lead type dropdown.

Who can change this

Everyone can see Lead Sources, so you can check how your leads are being handled. Only owners and admins can change the rows.

Which lead sources Claire may start on

Claire only starts a conversation on a lead from a source you have switched on. Switch on only sources whose leads agreed to be contacted when they signed up. Owners and admins see this list in two places that share one setting, so a change in one place shows in the other: the Which lead sources Claire may start on card in Settings, under Claire, on the Lead routing tab, and Which leads Claire may start on in the Claire page's Basics tab. In Settings it is saved with the page's one Save bar.

• Lead flows switch on every source that matches a flow, including sources you add later. Switching on a flow is the lasting choice. Switching on a single page by name is not.
• Individual sources lists every source your workspace has actually received a lead from, and new ones appear on their own as leads arrive. Each row says when its newest lead arrived and how many came in over the last 7 days and 30 days, plus the total, for example "Last lead 2 days ago".
• The list starts with Newest lead first. Sort sources also offers Most leads in 30 days, Most leads overall and A to Z. Filter sources offers All sources, Active (lead in last 30 days), Quiet (no lead in 30 days) and Switched on.
• A source that is switched on but has sent no lead in 30 days is marked On, but no lead in 30 days, with a warning above the list, so you can tell a source that has gone quiet from one that is working.

Lead Routing

Owners and admins

Open Settings, then Leads, and choose the Routing tab. It used to be its own page, Who Gets Which Leads; it now sits inside Leads. A workspace with only Claire and no CRM does not have the Routing tab.

The page works through four questions, in order:

1. Try a source. If a lead came from here, where would it go?
2. Source rules. The mapping itself.
3. Campaigns. What each campaign does with a lead.
4. Lead assignment. Which agent on the team ends up working it.

The tester comes first on purpose. Rather than working out the answer in your head, you ask Yapii and it tells you.

Matching a lead

A rule matches on the lead's Source and Lead type. You can add extra conditions on top, and say whether all of or any of them have to be true.

A condition tests one of these:

Source, Lead type, State, City, Zip code, Tag, Email, Phone, Price or MLS number. MLS number is read from the property the lead asked about.

Each test can be is any of, has all of, is none of, is more than, is at least, is less than, is at most, is exactly, is filled in or is blank. has all of needs every value you list to be present, for example a lead carrying both of two tags.

A rule with no extra conditions goes by source and lead type alone.

Texting a new lead at once

On a rule, Text them holds a message that goes to a new lead as soon as the rule catches it. It is sent from the agent who gets the lead, so the reply comes back to them, unless you change that below. It waits if the lead arrives outside texting hours, and it never goes to anyone who has opted out. Leave it empty and nothing is sent.

• Wait sets how many minutes to hold the text before it goes, from 0 to 1440. Zero sends it straight away.
• Send from picks the number the text leaves from. The agent who gets the lead is the default; you can pick one of your workspace's numbers instead.
• Assign lender attaches a lender to a lead the rule catches, as long as the lead has none yet. A lead that already has a lender keeps it. It only lists people marked as lenders on the Team page. The lender can then see that lead.
• In the text, {contact_first_name}, {agent_first_name} and {source_name} fill in the lead's first name, the agent's first name and the lead's source. If the lead has no first name, the text says "there".

Sharing leads out

When a rule matches, it hands the lead to a group of agents in one of three ways:

Way	What happens
Evenly, in turn	Each agent takes the next lead. Everyone ends up with the same number.
By share	Some agents get more than others. An agent on 3 takes three leads for every one an agent on 1 takes.
First to claim it	Nobody is assigned. Everyone in the group is notified, and whoever claims it first owns it.

A rule can also send the lead to a particular pond and start a sequence. To send to a pond, pick it in Send to pond. The default choice is Assign to an agent instead. A rule sends to a pond or to agents, never both, so picking a pond clears the rule's list of agents, and the rule says that its leads go to the pond and it has no rotation.

Handing out contacts you already have

Rules only act on brand new leads. On a rule, Hand out existing contacts applies it to contacts you already have. It starts with a preview and changes nothing until you confirm.

• For a rule with agents, it deals the contacts into the rotation, and the preview lists how many each person gets.
• For a rule that sends to a pond, it moves the contacts into that pond. A pond holds only contacts nobody owns, so contacts someone already owns are left out unless you switch on Include contacts someone already owns. The preview then says how many will be unassigned from their team member, and moving them needs Contacts: Change Ownership. If the pond has been deleted, the rule refuses.
• At most limits how many move in one go. Show me who gets what refreshes the preview.

Sending leads to a group

Several rules often hand leads to the same people. Rather than keeping that list on every rule, make it a group. Scroll below the rules and open Manage lead groups, type a name in New group name and click Add group. Open the group to:

• choose Share leads: Evenly, in turn or First to claim it;
• add agents with Add an agent to the group, switch one off, or move them up and down to set the order;
• for first to claim, set the Claim window, from 1 to 30 minutes.

On a rule, Send to group in the Who gets it section picks the group. While a rule sends to a group, the group decides who gets the lead and the rule's own list of agents is not used. Every rule that sends to the same group takes its turn from one shared rotation, so the agents are dealt A, B, C, A across all of those rules instead of each rule keeping its own count. A group can't be deleted while a rule still sends to it. Yapii names the rules.

A first-to-claim group also has Hide the lead's name in push notifications and Hide the lead's source in push notifications, both off by default. Switch them on when you don't want the offer on a phone's lock screen to show who the lead is or where it came from.

When a group can't take a lead

A group can't take a lead when every agent in it is paused or switched off, the group is empty, or a first-to-claim window runs out with nobody claiming. Each group has an If this group cannot take a lead section. Yapii tries these in order and takes the first that works:

1. Another group. That group then follows its own fallback, and at most two groups are tried after the first.
2. One agent. Anyone on the team, skipped while they are paused.
3. A pond, as long as someone is working it.
4. The All other leads rule, if it sends leads somewhere.
5. The workspace owner.

The lead's timeline says each step in plain words, for example "No one in WA Buyers could take it, sent to WA Overflow", so you can always see why a lead landed where it did. The owner is the last stop for a lead that came down from a group. A rule that doesn't use a group and has nobody to send to leaves the lead unassigned, as before.

First to claim: who can claim, and for how long

When a rule or group is set to First to claim it, the lead is offered for the length of its Claim window. It is open only to the agents who were offered it:

• Each offered agent gets a push notification: "Claim within N minutes: new lead".
• On the Contacts page, a Leads to claim card lists every lead you can claim right now, with a countdown and a Claim button. It disappears when there is nothing to claim.
• An agent who was not offered the lead can't claim it while the window is open, and neither can a reply in a Slack thread. An agent who was paused or removed after the offer went out can't either. Owners and admins are not held back.
• If you assign the lead to someone yourself while the window is open, that closes the offer for everyone else.
• If nobody claims it in time, the lead moves to the group's fallback (see above), or to the pond you chose under If nobody claims it on a rule.

A rule that is set to first to claim also has a Ring agents' phones switch, off by default. Switched on, Yapii also calls every agent in the list at once. The first to press 1 gets the lead and is connected to it. Agents who use the browser dialer, or who are outside calling hours, are not called.

The All other leads rule

At the bottom of the rules is a card marked Always last, called All other leads. It catches every lead that no other rule claimed. It can't be moved, copied or deleted. Give it agents, a group or a pond and those leads get an owner. Switch it off to leave them in the pond. Until you give it somewhere to send leads it changes nothing.

Rules for one source are tried before general rules. A lead from a source that has rules of its own, but matches none of them, goes to All other leads before any general rule gets a look at it, as long as All other leads sends somewhere.

Lead flows

A lead flow groups the rules for one lead source, so a source that brings in both buyers and sellers can send each to the right place. Owners and admins manage them under Manage lead flows, inside the lead assignment part of the page. Type a Flow name and a Lead source, then press Add flow. The Lead source box suggests common providers as you type, and you can type any other exactly as it arrives. A flow matches a source loosely, so a flow named for Zillow also answers for variants such as Zillow Flex.

• The flows are listed in groups, with one heading for each lead source and a count such as "2 flows". Sources that differ only in capital letters or extra spaces share a group, and flows with no source sit together under Any source.
• Copy rules in, on a flow, copies rules from another flow into it. Pick the flow under Copy rules from (only flows that have rules are offered). Its rules appear with a tick box each, all ticked. Untick any you do not want and press Copy rules. The button is off when nothing is ticked. A copy brings the rule's conditions and its agents, starts with no leads counted, and does not include the Always last rule.
• A flow shows Missing initial response when none of its enabled rules sends an instant text, and Missing auto outreach when none of them starts a follow-up sequence.
• When some flows have no instant text, an Auto outreach panel above the list offers Review suggested texts. Each flow gets a suggested message and a wait you can edit, and you can untick any flow you want to skip. Apply to N lead flows puts the texts on rules that have no text of their own. A text you already wrote is never replaced, and nothing changes until you press Apply.
• How do leads get a source? opens a short guide to the five ways a lead gets its source: a lead provider, your website, Facebook Lead Ads, Zapier and a custom connection. Whichever way, use that same source name in the flow.

Pausing an agent

Owners and admins can switch on Pause new leads for a person on the Team page. A paused agent shows a Paused badge in rules and groups, and routing skips them. They still sign in and keep the contacts they have.

Checking a rule before you save

Use Test a lead. Describe a lead and Yapii tells you which rule would catch it and where it would end up. This is worth doing every time, because the order rules are in decides which one wins.

What happens when nothing matches

If no rule matches and All other leads has nowhere to send it, the lead waits in the pond where agents can claim it. A contact you add by hand is the exception: it's assigned to you so it doesn't disappear into a pond you can't see.

How new leads arrive covers the whole journey, including what happens after the lead has an owner.