Assigning and routing leads

An unassigned lead is the most expensive thing in Formule. Everything on this page is about shortening the time between an enquiry arriving and an agent owning it.

The unassigned pool

Leads with no agent are pinned to the top of the list, whatever anyone has sorted by. That is not a preference you can turn off — it is the point.

You can also open the pool directly from Agents → View Leads on the Unassigned entry.

Two ways to assign

Pick an agent from the dropdown on a lead’s row and Formule asks how you want to assign it.

Assign Directly

Agent gets immediate access to all lead details.

The lead is theirs. Use this when you know whose it is — their area, their price bracket, their client.

Request Assignment

Agent must accept before seeing contact info.

The agent sees the property and the budget, but the surname, phone and email stay masked until they press Accept. If they Decline, it goes back to the pool.

Use this when you are offering a lead rather than handing one over — a new area, an agent you are testing, or a lead two people want.

Not available for web-only leads

Requests only work for advert leads. Enquiries from your website must be assigned directly.

Bulk moves

To clear an agent’s list — they are leaving, or going on holiday — open View Leads for them and press Remove All Leads. Everything returns to the unassigned pool, unassigned but otherwise untouched.

Making sure leads get worked

Assignment is half the job. The other half is knowing what happened afterwards.

Request a comment

On a lead with no comment yet, use the comment-request control in the comment column. The agent sees the request on their row until they answer. Use it when a lead has been assigned for a day and nothing has been written.

Request feedback

Once a comment exists, you can ask a follow-up question about it. Both requests keep a history, so you can see what was asked and when.

Use the comment percentage, not your memory

The Commented figure on the Agents screen is the share of leads that have been written up. Watch it per agent. It finds the agent who takes leads and does not work them far faster than reading rows will.

Custom dashboards

Saved views of your leads, on the leads screen under Custom Dashboards.

Press New Dashboard and you get presets — Unassigned, Hot Leads, Follow-up, Converted — or build your own from:

• Unassigned Only
• Filter by CRM Status, Agent Name, or Property
• Budget Range and Date Range
• Manual Only — an empty list you tag leads into by hand

Give it a name and press Create Dashboard. It becomes a collapsible section you can edit or delete.

Two worth having from day one:

1. Unassigned Only — your morning check.
2. Status: Unclear, older than a few days — leads nobody has touched.

Private leads

An agent can be given a private area. Leads they mark private are invisible to you and to every other agent, and are left out of campaign counts.

Private means private from you too

If you enable this for an agent, you are choosing not to see those leads. That is a real trade — useful for a senior agent with their own book, painful if you are trying to measure the team.

Hidden and deleted

Hidden is personal housekeeping: a lead an agent has pushed out of their own view. It stays visible to you.

Deleted is permanent and managers only. It cannot be undone. Blacklisting or setting Disqualified is almost always the better answer, because it keeps the record.

A routine that works

• Every morning: open the unassigned pool and clear it.
• Twice a week: check the Commented percentage per agent; request comments where it is low.
• Weekly: open Office Performance and look at response times, not just lead counts.