How lead routing rules work in Presence®

How leads are automatically assigned to agents based on where and how they were captured on your website.

Overview

Lead routing determines which agent receives a new lead based on where it was captured on your website and how the visitor interacted. There are three types of rules — default rules, custom rules, and round robin catch-all rules — and they are evaluated in a specific order.

Note: Only Admin users can create or manage routing rules. Member-level users do not have access to Lead Routing settings.

The three types of routing rules

Default rules

Default rules are automatically applied across all websites once enabled. They route leads based on the type of page the visitor was on:

To enable default rules, go to Settings → Lead Assignment Rules and check the Lead Assignment Rules checkbox.

Custom rules

Custom rules let you override or supplement defaults for specific forms or activities. See [How to set up lead routing rules in Presence®] for setup instructions.

There are two types:

From Website Form — routes leads who fill out a specific form on a specific site

By Website Activity — routes leads based on the action they took, regardless of which form they used. Available activity types include Contact Inquiries, eBook Downloads, New Accounts, Google Sign-On, Newsletter Sign-ups, Home Valuation, Forced Lead Capture, and Requested Password for Property Page.

Round robin catch-all

Round robin distributes leads across a pool of agents in rotation. The catch-all version only fires when no other custom rule matched the lead. See [How to set up Round Robin lead routing in Presence®] for full setup guidance.

How rules are evaluated

When a lead comes in, the system evaluates rules in this order:

1. Default rules — evaluate based on page type
2. Custom rules — evaluate based on form or activity
3. Round robin catch-all — fires only if no custom rule matched

Important: Default rules and custom rules can both fire for the same lead. There is no prioritization between them — if both match, both agents receive the lead.

Example: A visitor is on a property page and completes Google Sign-On. The default rule assigns the listing agent (property page). A custom Google Sign-On activity rule assigns another agent. Both agents receive the lead.

Round robin catch-all rules do not stack with other catch-all rules. If a lead comes from a site with its own round robin catch-all, that site-specific rule fires — the all-sites catch-all does not also fire.

Notifications

Important: The Lead Alert Emails field and the Company Email field are not the same. An email must be in the Lead Alert Emails field specifically to receive lead notifications — Company Email alone is not sufficient.

FAQs

Can both a default rule and a custom rule fire for the same lead?

Yes. Default and custom rules can both match and both agents will receive the lead. There is no conflict detection — the system will not warn you if two rules overlap.

Does my access level (Admin vs. Member) affect whether I receive lead notifications?

No. Your access level doesn't affect notification delivery. What matters is whether your email is in a routing rule or the Lead Alert Emails field. However, only Admins can create or edit routing rules.

What happens when I reassign a lead manually?

No notification is sent to the newly assigned agent. Manual reassignment is intentionally silent — often used for bulk assignments where sending hundreds of emails would be disruptive.

How does lead routing work with AI Lead Nurture?

Leads are assigned at the time they're captured. AI Lead Nurture works with the lead as assigned at that moment and notifies the assigned agent when the lead is ready for follow-up.

Where do I set up routing rules?

Go to Settings → Lead Routing. See [How to set up lead routing rules in Presence®] for step-by-step instructions.