Lead routing

Lead routing decides who gets each new lead, and how fast they need to answer it. You write rules such as “marketplace leads for sales in Tiranë go to Arta and Besnik in turn”, put them in order, and choose where a lead goes when no rule fits. On the same page you set your agency’s response target, the reminders agents get, and when you, the admin, are told about a lead nobody has answered.

Only agency admins can open this page. Go to Settings → Lead routing (under the Leads heading in the settings menu).

Lead routing at Tirana Living before any rules were added: every lead goes to the listing’s agent.

The page has three parts: Routing rules, the Agents card, and the Speed to lead card on the right. A box at the top explains in one sentence how routing works with your current settings.

How a lead finds its agent

When a new lead arrives:

1. If the person already has an agent, or is already in the pond, they stay where they are. Routing is only for people nobody works yet.
2. If the person made one of your agents their own agent on the SADE marketplace, the lead goes straight to that agent, as long as the agent is still active in your agency.
3. Otherwise the rules are tried from the top. The first rule that matches the lead, and can place it, decides who gets it.
4. If no rule places it, the lead goes to the fallback you chose: the listing’s agent, or the pond.

Agents who have turned off Taking new leads are skipped at every step. See Taking new leads.

Adding a rule

1. Click Add rule. The Add a routing rule dialog opens.
2. Give the rule a Name, for example “Marketplace sales in Tirana”. Leave On switched on.
3. Under Which leads, fill in the conditions the lead must meet. Leave a field empty to match anything.
4. Under Give it to, choose how the lead is handed out and to whom.
5. Click Add rule. The CRM says “Rule added”.

Which leads

A rule matches only when every field you filled in matches.

Important: Cities, Property types, Sale or rent and the price all come from the listing the lead is about. A lead with no listing never matches a rule that uses them. That includes general questions, lead emails from other portals, and enquiries about a project.

The ways leads are handed out

You can pick any active agent or agency admin of your agency. The picker shows each person’s answer rate, and an Away chip for anyone who isn’t taking new leads.

How each one behaves:

• Round robin follows the order of the agents in the rule. An agent who is away is skipped but keeps their turn for when they are back. If you change the rule’s list of agents, the turn starts again from the first agent.
• Skip agents with an answer rate under passes over agents whose answer rate is below the figure. Agents with fewer than 5 leads in the last 30 days are never skipped, and if every agent is under the figure, nobody is skipped.
• First to claim shows the lead under Offered to you on each agent’s Leads page, with a countdown.
• If every agent in a rule is away, the rule can’t place the lead and the next matching rule is tried.

The order of rules

Rules are tried from the top down, and the first one that matches and can place the lead wins. Put narrow rules above broad ones: a rule for “marketplace sales over €200,000” must sit above a rule for “all marketplace leads”, or it will never be reached.

Each rule in the list is written out as a sentence, for example “Leads from SADE Marketplace for sale in Tiranë between €80K and €250K → round robin between Arta Krasniqi and Besnik Leka”. The card’s heading shows how many rules you have and how many are on.

To change a rule:

• Reorder: drag it by its handle, or use Move up and Move down.
• Pause: use its switch. A switched-off rule shows an Off chip and is skipped.
• Edit: click the pencil (Edit), change the rule and click Save. The CRM says “Rule saved”.
• Delete: click the bin (Delete) and confirm with Delete rule. New leads stop going through it; leads it already gave out keep their agent.

When no rule matches

The last line of the rules card says where a lead goes when no rule places it. You choose this in the Speed to lead card, under When no rule matches, give the lead to:

• The listing’s agent (the pond when there’s no listing). This is the default. A lead about a listing goes to the agent the listing is assigned to. A lead with no listing, or whose listing agent is away, goes to the pond.
• The pond, where any agent can claim it.

With no rules at all, every lead goes to this fallback.

The agents card

The Agents card lists everyone who can receive leads, with:

The answer rate counts the leads that are that agent’s now. Leads nobody contacted count as not in time. For a lead the agent claimed, the time counts from the claim.

The card is for reading only. Each agent turns Taking new leads on and off themselves on their Leads page.

Speed to lead settings

The Speed to lead card holds one set of settings for the whole agency. They apply to every lead, whichever rule placed it.

Click Save to keep your changes, or Discard to undo them. The CRM says “Speed-to-lead settings saved”.

Note: SMS and WhatsApp reminders need a messaging provider set up on SADE’s side. Until then the card says so, and reminders arrive in the CRM and as push notifications on the phone app only.

What the agents and admins receive

Reminders and the admins’ alert count from when the lead arrived, even if an agent claimed it later. Once a lead has been escalated to the admins its timer turns red. All of these go to the bell and the Notifications page, and as push notifications to the phone app. Clicking one opens the client.

Example

Something unclear or missing? Write to [email protected] or call +355 69 808 0118.