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How default routing works for team pages

• If a lead agent is assigned to the team, form submissions from that team's detail page route directly to the assigned lead agent(s)
• If no lead agent is assigned, form submissions route to the general lead alert email for the account

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How to assign a lead agent to a team

1. Navigate to the Presence® Platform.
2. In the left-hand menu, click Content to expand the submenu, then select Teams.
3. Click the team you want to configure.
4. In the Lead Agent section, select one or more agents from the dropdown.
5. Click Save.

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How to remove a lead agent from a team

1. Navigate to the Presence® Platform.
2. In the left-hand menu, click Content to expand the submenu, then select Teams.
3. Click the team you want to update.
4. In the Lead Agent section, deselect the agent(s) you want to remove.
5. Click Save.

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FAQs

Can I assign more than one lead agent to a team?

Yes. Select multiple agents in the Lead Agent dropdown — all assigned lead agents will receive leads from that team's detail page.

What email receives leads if no lead agent is assigned?

Leads fall back to the general lead alert email configured for your account. See [How to update lead alert email addresses in Presence®].

How does this relate to other lead routing rules?

This is a default routing rule specific to team detail pages. Custom routing rules can override it for specific forms or activities. See [How to set up lead routing rules in Presence®] for the full routing hierarchy.