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When a new lead lands in your CRM, the Inbound queue is where it waits for a human to pick an owner. Assign it to a rep and Sally immediately picks up the lead and starts running that rep’s automation — no copy-paste, no context-switching between tabs, no leads slipping through the cracks. The queue is your safety net between CRM and automated outreach.

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What you can do

One queue for all CRM leads

See every pending inbound lead from Salesforce and HubSpot in a single, filterable queue with live KPI counts at the top.

Assign with one click

Open the Assign to… dropdown in any lead’s row, pick a teammate, and the lead flips to Assigned instantly with automation triggered.

Bulk assign to a rep

Select multiple pending leads and route them all to the same rep in one action — useful when a batch of leads arrives at once.

Filter and bookmark views

Narrow the queue by status, source, and age. Every filter combination is saved in the page URL so you can bookmark or share any view.

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Queue health at a glance

Four KPI tiles at the top of the page give you a live read on the state of your inbound pipeline:

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How to assign a single lead

1

Open the Inbound queue

Go to Inbound in the sidebar. The queue opens on Pending leads by default — these are the ones still waiting for an owner. The KPI strip at the top shows your current queue health.
2

Find the lead you want to assign

Each row shows the lead’s name and email, their company, the source (Salesforce or HubSpot), current status, age, and the date it arrived. Use the status, source, and age filters to narrow a long queue down to the exact slice you need.
3

Pick an owner and assign

In the lead’s Action column, open the Assign to… dropdown and select a teammate from the list. The row flips to Assigned immediately and you’ll see a confirmation that the lead was assigned and automation was triggered.
For Sally to start outreach after assignment, the rep you choose must have an active automation configured. If the rep has no live automation, the lead is owned but won’t be worked automatically. Confirm active automations in the AI SDR Builder before routing leads to a rep.

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How to bulk-assign leads

When a batch of leads should go to the same rep, assign them all at once rather than one by one.
1

Select the leads

Tick the checkbox on each pending lead you want to route. To select every lead visible on the current page, use the checkbox in the table header. As soon as you select one lead, a bulk-action bar appears at the bottom of the table showing how many leads are selected.
2

Choose a rep and confirm

In the bulk-action bar, open Assign to rep…, choose your teammate, and click Assign N. Salestools routes each selected lead one after another and shows you a summary of how many were successfully assigned. Click Clear in the bar to deselect everything if you change your mind before confirming.
Only Pending leads are selectable for bulk assignment. Changing any filter clears your current selection automatically — this prevents accidentally routing leads that are no longer visible in your current view.

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How to filter the queue

1

Choose a status

Use the Status chips to switch between Pending, Assigned, Expired, Cancelled, or All. This reloads the queue for that status category.
2

Narrow by source and age

Add a Source chip (Salesforce or HubSpot) to show leads from one CRM only. Add an Age chip to focus on a time window:Combine source and age chips freely — they refine the already-loaded status view.
Every filter combination is reflected in the page URL. Bookmark a filtered view — for example, Pending → HubSpot → Today — and share it with a teammate to give them a direct link to exactly the same slice of the queue. Filters persist as long as the URL is open.

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What happens after you assign

Assigning a lead does two things simultaneously:
  1. It sets the selected rep as the lead’s owner in Salestools (and syncs back to your CRM).
  2. It triggers that rep’s automation, so Sally starts running the right outreach sequence without any additional steps.
Automation only runs if the assigned rep has an active automation set up. If they don’t, the lead is owned but sits idle — Sally won’t start outreach until an active automation exists. Check AI SDR Builder to verify or create automations for your team’s reps before routing leads to them.

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When the queue is empty

An empty Pending queue with no filters applied means every inbound lead already has an owner and Sally is running — that’s exactly the goal. From the empty state you have two options:
  • Configure Inbound Triggers — open inbound settings to set up auto-assignment rules and CRM owner mappings, so future leads route themselves without manual intervention.
  • Connect CRM — link Salesforce or HubSpot if no inbound leads are flowing into the queue yet.

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Troubleshooting

Check the Status filter first — the queue defaults to Pending, so already-assigned leads won’t appear there. Switch to All to see every lead. If the queue is still empty, your CRM may not be connected or no inbound leads have arrived yet. Use Connect CRM from the empty state, or verify that your inbound triggers are configured in Settings.
If the assignment fails server-side, the row rolls back to its previous state and an error message appears. Retry the assignment. If it keeps failing, refresh the page and confirm the rep still exists on your team.
Assignment triggers the rep’s automation — but only if that rep has an active automation running. Go to AI SDR Builder, confirm the rep has a live automation, or reassign the lead to a rep who does.
Click Refresh to re-pull the queue and your team list from the server. The KPI tiles (Total, Pending, Assigned, Team reps) update each time you refresh or complete an assignment.
Lead names and company data come from what your CRM sends to Salestools. If those fields are blank in Salesforce or HubSpot, the lead falls back to displaying its email address — or “Unknown” if even that is missing. Enrich the record in your CRM to fill in the missing details.

My Leads

Browse, filter, and act on the leads that have been assigned to you.

Cohorts

Group and segment leads into AI-clustered audiences for targeted outreach.

Automation Builder

Build the automation that runs as soon as a lead is assigned to a rep.

AI SDR Builder

Set up Sally to work your inbound leads end to end with automated sequences.
Last modified on June 20, 2026