How to set up Round Robin lead routing in Presence®

How to distribute leads automatically across a pool of agents using Round Robin routing in Presence®.

Overview

Round Robin distributes incoming leads across a pool of agents in a rotating sequence — each agent receives an equal share. The most common use is the Round Robin catch-all, which captures leads that weren't matched by any other routing rule.

Note: Only Admin users can create or manage routing rules.

How Round Robin works

• The system tracks a position counter that increments with each lead assigned
• Each agent in the pool receives leads in equal rotation — there is no weighted distribution
• Leads are assigned at the time of capture, not at the point of AI Lead Nurture handoff
• The agent pool is static — there is no availability-based or schedule-based routing

Round Robin catch-all vs. standard Round Robin

Use the catch-all as your safety net — it ensures no lead goes unassigned when other rules don't apply.

How to create a Round Robin catch-all rule

1. Navigate to the Presence® Platform.
2. Click your name or initials in the bottom left-hand corner.
3. Select Settings → Lead Routing.
4. Click Create Custom Rule.
5. Select Round Robin catch-all.
6. Choose the scope:
   • Single website — catches un-routed leads from that site only
   • All websites — catches any remaining un-routed leads across all sites
7. Select the agents to include in the rotation pool.
8. Click Save.

Common Round Robin setups

Small team: A small team currently has the admin manually receiving all leads via the fallback email and assigning them manually. Manual assignments don't trigger email notifications to agents. A Round Robin catch-all ensures agents are automatically notified and assigned when they receive a lead.

Multi-site brokerage: A brokerage with separate regional websites can set up a Round Robin catch-all per site, with only that region's agents in the pool. An all-sites catch-all can serve as a final safety net — but if a site has its own catch-all, the site-specific one takes priority.

FAQs

Does Round Robin support weighted distribution or skip logic?

No. Every agent in the pool receives an equal share. There is no way to weight distribution or skip agents based on availability or schedule.

Can a Round Robin catch-all fire at the same time as other rules?

The catch-all only fires when no custom rule matched — it won't stack with custom rules. However, if a standard Round Robin rule (not a catch-all) is used alongside a default rule, both can fire and the lead may be assigned to two agents. Use the catch-all version to avoid this.

What if I have both a site-specific and an all-sites catch-all?

The site-specific catch-all takes priority. The all-sites catch-all will not also fire for that lead.

Can I set up Round Robin within my CRM?

No. Round Robin can only be configured at the Luxury Presence platform level — not within external CRMs like Lofty or Follow Up Boss.

Does Round Robin work with AI Lead Nurture?

Yes. Leads are assigned at the time of capture. Once assigned via Round Robin, AI Lead Nurture works with that lead as assigned and notifies the agent at the appropriate handoff point.