Setting Up Assignment Rules — Round-Robin, Escalation & More

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When a lead comes in, ClosingFox assigns it to the right person automatically. No manual sorting. No WhatsApp forwarding. No leads sitting unattended.

> Business Impact: Calling a lead within 5 minutes makes you 21x more likely to qualify them (Harvard Business Review). Without auto-assignment, leads sit in a spreadsheet while your team figures out whose turn it is. With ClosingFox, the lead hits a salesperson’s phone in under 2 seconds.

How it works (30 seconds)

1. A lead arrives from 99acres, Housing, Facebook, or any source.
2. ClosingFox checks your rules: “Is this lead from Navi Mumbai? Is the source 99acres?”
3. First matching rule wins. The lead goes to the right person instantly.
4. No rule matches? Lead goes to the Pending Queue for manual assignment.

Create your first rule

Open Assignment from the sidebar. Tap + New Rule.

Step 1: Name it

Use a name your team will recognize. Examples:

• “99acres — Mumbai West”
• “Housing.com — High Budget”
• “Facebook Ads — Thane”

Step 2: Set conditions

Tell ClosingFox which leads this rule should catch. You can filter by:

Combine conditions: “Location = Seawoods AND Source = 99acres” — only leads matching both get caught by this rule.

> Tip: Put your most specific rules first. ClosingFox checks rules in order — first match wins.

Step 3: Choose the pipeline

Pick which pipeline and starting stage the lead enters. Example: Sales Pipeline → Fresh Leads.

Step 4: Choose how leads are distributed

This is the important part. You have 4 options:

Option 1: Round-Robin (recommended for most teams)

Leads rotate fairly across your team.

Lead 1 → Kabir. Lead 2 → Sonali. Lead 3 → Priyanka. Lead 4 → Kabir again.

Everyone gets equal leads over time. No favoritism. No cherry-picking.

> Business Impact: Round-robin eliminates the “loudest person gets the best leads” problem. Every team member gets fair shots. Teams using fair distribution see 40% less attrition — because nobody feels the system is rigged.

Option 2: Escalation (for speed-critical leads)

Lead goes to Person 1. If they don’t act within your time limit — it moves to Person 2. Then Person 3.

Example: Lead → Kabir (now). No action in 7 minutes? → Sonali. Still nothing in 7 more minutes? → Priyanka.

Nobody falls through the cracks. If one person is busy, the next picks it up.

> Business Impact: Without escalation, a single person on lunch break means a hot lead waits 45 minutes. With escalation, the maximum wait is your configured timeout (e.g., 7 minutes). Every lead gets contacted fast.

Option 3: Broadcast (everyone gets notified)

All team members see the lead. One person owns it in the pipeline.

Good for: competitive teams, high-value leads, or when you want everyone aware.

Option 4: Duplicate (independent copies)

Each person gets their own copy of the lead to work independently.

Good for: joint ventures, CP referrals, or when multiple people need to work the same prospect separately.

Step 5: Add your team members

Pick who gets leads from this rule. For escalation, set the wait time between each person.

Step 6: Save

Tap Save. The rule is live immediately. Next lead that matches will be auto-assigned.

Managing pending leads

Leads that don’t match any rule land in the Pending Queue.

You have two options:

Option A: Assign manually — pick the lead, choose a person, done.

Option B: Create a new rule — select the pending leads, tap Create Rule, set conditions. The rule applies immediately AND catches future similar leads.

> Tip: If your Pending Queue keeps growing, your conditions are too narrow. Create a “catch-all” rule at the bottom of your list to grab everything else.

Real examples

Example 1: City-based team split

Rule: “Mumbai West”
Conditions: Location contains “Andheri” OR “Bandra” OR “Juhu”
Distribution: Round-robin
Team: Kabir, Sonali, Priyanka

Rule: “Navi Mumbai”
Conditions: Location contains “Kharghar” OR “Panvel” OR “Seawoods”
Distribution: Round-robin
Team: Namira, Deepak

Each city team gets only their area’s leads. Fair rotation within each team.

Example 2: High-value lead escalation

Rule: “Premium Prospects”
Conditions: Budget contains “1Cr” OR “2Cr”
Distribution: Escalation
Chain: Senior Closer (now) → Team Lead (15 min) → Director (30 min)

High-budget leads get VIP treatment. If the closer is busy, it escalates fast.

Example 3: Source-based routing

Rule: “99acres Leads”
Conditions: Source = “99acres”
Distribution: Round-robin
Team: Full sourcing team (5 people)

Rule: “Facebook Ads”
Conditions: Source = “Facebook”
Distribution: Escalation (7 min)
Team: Ad specialist → Closer → Manager

Portal leads go to the sourcing team. Paid ad leads get escalation because you’re paying per click.

Troubleshooting

Leads keep going to the same person

Check if the rule is set to Static instead of Dynamic. Static always starts with Person 1. Switch to Dynamic for fair rotation.

Leads landing in Pending instead of being assigned

Your conditions don’t match the incoming data. Check what the portal sends (source name, location spelling) and adjust your conditions. Or add a catch-all rule at the bottom.

Wrong leads being caught by a rule

Rule order matters — first match wins. If a broad rule is above a specific one, it catches leads first. Drag your most specific rules to the top.

Escalation not working

Make sure Person 2 and 3 have a delay set (e.g., 7 minutes). If delay is 0, everyone gets it at the same time (that’s broadcast, not escalation).

Next Steps

• Connect your portals — leads need to flow in before rules can assign them
• Set up your pipeline — choose where assigned leads land
• Enable auto call detection — track if your team is actually calling assigned leads

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Need help setting up rules? WhatsApp us or email mail@closingfox.com. We’ll configure it with you on a call.