Round Robin sends every new incoming lead to the team member with the fewest assigned leads. No one gets overloaded, no lead sits unassigned, and no one has to hand them out manually.
Settings → Lead Management → Round robin
Round Robin is off by default. Only Team Admins and above can turn it on or off, reorder the pool, and switch each team member's availability on or off.
🎥 Watch it in action:
This short video shows you how to turn on Round Robin, set up your team pool and switch availability on for each team member.
A few quick checks will help Round Robin work smoothly from day one:
Check your role. You'll need to be a Team Admin or above to see and change Round Robin settings.
Check Box access. Team members only receive leads for Boxes they can access. Make sure everyone in the pool has access to the Boxes their leads come into.
Check location access. On multi-location accounts, team members only receive leads for locations they can access.
Decide your order. The order of your pool decides who goes first when lead counts are tied. Have a think about who should sit at the top.
A new lead arrives. Any new lead from a connected channel starts the assignment check.
Boxly finds who has the fewest leads. It checks your team pool and picks the person with the lowest number of assigned leads. If two people are tied, the one higher up in the pool goes first.
The lead is assigned. The assignee updates straight away, and the team member gets a push notification.
"Next up" updates. Admins can always see who the next lead will go to, so it's easy to check the queue is balanced.
💡 Adding someone new? New team members join the pool automatically once they accept their invite, at the same level as the least busy person, so they won't get a sudden rush of leads.
Say your pool is set up in this order: Priya, Sam, Leo. Right now, Priya has received 4 leads from Round Robin, Sam 2 and Leo 2. Here's what happens as three new leads come in:
New lead | Round Robin leads before (Priya / Sam / Leo) | Assigned to | Why |
|---|---|---|---|
Lead 1 | 4 / 2 / 2 | Sam | Sam and Leo are tied on 2, and Sam is higher in the pool |
Lead 2 | 4 / 3 / 2 | Leo | Leo now has the fewest leads |
Lead 3 | 4 / 3 / 3 | Sam | Sam and Leo are tied on 3, and Sam is higher in the pool |
Priya won't receive a new lead until Sam and Leo catch up with her. That's how Round Robin keeps everyone's workload balanced.
Round Robin assigns:
New leads from any connected channel
Leads that don't already have an assignee
Team members only receive leads for Boxes they have access to. Anyone without access to a lead's Box is skipped. On multi-location accounts, the same applies to locations.
Round Robin does not assign:
Leads already assigned by a team member, automation, or workflow (these are never overridden)
Leads added manually with the “New Lead” button
Leads from CSV imports
Replies to broadcasts and campaign emails
⚠ No one available? If everyone in the pool has reached their maximum number of leads, or no one has access to the lead's Box or location, the lead is created unassigned.
If a lead didn't go to the person you expected, or stayed unassigned, run through these checks:
Is Round Robin turned on? Check Settings → Lead Management → Round robin.
Was the lead already assigned? Round Robin never overrides an assignment made by a team member, an automation or a workflow.
How was the lead created? Leads added with the “New Lead” button, CSV imports and replies to broadcast campaigns aren't included.
Is anyone available with access? Check that at least one person with availability switched on can access the lead's Box, and its location on multi-location accounts.
Is everyone at their maximum? If everyone in the pool has reached their maximum number of leads, new leads are created unassigned.
💡 You can check how any lead was assigned in its History tab.
Go to Settings → Lead Management → Round robin.
Turn on the Round Robin toggle.
Switch availability on for each team member who should receive leads. Make sure each person has access to the right Boxes and locations.
Drag to reorder the pool. The order decides who goes first when lead counts are tied.
💡 Round Robin is managed by Team Admins and above. Team members can't turn it on or off, reorder the pool or change anyone's availability.
Does Round Robin work with Calendly?
Not yet. Leads from Calendly aren't included in Round Robin at the moment.
Can I send more leads to one person than others?
No. Round Robin always assigns to whoever has the fewest leads, so the split stays equal. If you need to send more leads to specific people, use a Workflow Automation with an Assign To block instead.
What happens if I switch someone's availability off during the day?
They stop receiving new leads straight away. Leads already assigned to them stay with them.
Can I see who each lead was assigned to?
Yes. Open the lead and go to the History tab. You'll see when the lead was assigned, who it went to, and that it was assigned by Round Robin.
Will turning on Round Robin assign my existing unassigned leads?
No. Round Robin only assigns new leads that arrive after it's turned on.
Will Round Robin change leads my automations have already assigned?
No. If a team member, automation or workflow has already assigned a lead, Round Robin leaves it as it is.
Can team members turn Round Robin on or off?
No. Only Team Admins and above can turn it on or off, reorder the pool, or switch team members' availability on or off.
Why didn't a team member receive any leads?
Their availability may be switched off, they may not have access to the Boxes (or locations) your leads come into, or they may already have more assigned leads than others in the pool. See Why wasn't a lead assigned by Round Robin? above.
Are leads from CSV imports shared out by Round Robin?
No. Leads imported by CSV aren't assigned by Round Robin, so you'll need to assign them yourself.
Keep availability up to date. Switch availability off for anyone who's away, so leads keep moving to people who can respond. People who leave your account drop out of the pool automatically.
Review access when someone new joins. A new team member without the right Box or location access won't receive leads.
Check “next up” now and then. It's a quick way to make sure leads are being shared out as you expect.
Use Workflow Automations for special cases. If certain leads should always go to one person, use an Assign To block. Round Robin won't override it.
Our support team is happy to help you set up Round Robin. Drop them an email at [email protected].
