Lead assignment

When your team has multiple members, you can turn on lead assignment to distribute incoming leads across your team. Enable it from the Team page (Growth plan and above).

Two assignment modes:

Manager — The AI suggests who should handle each lead, but the owner assigns manually. Suggestions appear as a one-tap chip in your inbox. Returning customers are suggested to the person who handled them last.

Round Robin — Leads are automatically assigned to the next available team member. Members marked as Away are skipped. If everyone is Away, the lead stays unassigned.

When a lead is assigned, only the assignee gets notifications for that conversation. The assignee can reply directly to the customer from their inbox. Owners can reassign leads at any time.

Each assignment comes with an SLA timer. If the assignee doesn’t respond within the SLA window (default: 2 hours), they get a nudge email. If they still haven’t responded after double the SLA window, the owner gets an alert. The SLA timer cancels automatically when someone replies.