> ## Documentation Index
> Fetch the complete documentation index at: https://docs.salestools.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Route and Assign Inbound Leads from Salesforce and HubSpot

> Assign Salesforce and HubSpot inbound leads to the right rep in one click so Sally's automation immediately starts working each lead.

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.

## What you can do

<CardGroup cols={2}>
  <Card title="One queue for all CRM leads" icon="inbox">
    See every pending inbound lead from Salesforce and HubSpot in a single, filterable queue with live KPI counts at the top.
  </Card>

  <Card title="Assign with one click" icon="user-check">
    Open the Assign to… dropdown in any lead's row, pick a teammate, and the lead flips to Assigned instantly with automation triggered.
  </Card>

  <Card title="Bulk assign to a rep" icon="users">
    Select multiple pending leads and route them all to the same rep in one action — useful when a batch of leads arrives at once.
  </Card>

  <Card title="Filter and bookmark views" icon="bookmark">
    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.
  </Card>
</CardGroup>

## 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:

| KPI           | What it shows                                                 |
| ------------- | ------------------------------------------------------------- |
| **Total**     | All inbound leads across every status                         |
| **Pending**   | Leads waiting to be assigned to a rep                         |
| **Assigned**  | Leads that have an owner and active automation running        |
| **Team reps** | The number of teammates available to receive lead assignments |

## How to assign a single lead

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>
  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.
</Note>

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>
  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.
</Note>

## How to filter the queue

<Steps>
  <Step title="Choose a status">
    Use the **Status** chips to switch between **Pending**, **Assigned**, **Expired**, **Cancelled**, or **All**. This reloads the queue for that status category.
  </Step>

  <Step title="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:

    | Age filter   | What it shows            |
    | ------------ | ------------------------ |
    | **Today**    | Leads that arrived today |
    | **≤ 7 days** | Leads from the past week |
    | **> 7 days** | Leads older than a week  |

    Combine source and age chips freely — they refine the already-loaded status view.
  </Step>
</Steps>

<Info>
  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.
</Info>

## 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.

<Warning>
  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.
</Warning>

## 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.

## Troubleshooting

<AccordionGroup>
  <Accordion title="No leads are showing up at all">
    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.
  </Accordion>

  <Accordion title="A lead I assigned bounced back to Pending">
    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.
  </Accordion>

  <Accordion title="I assigned a lead but no outreach happened">
    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.
  </Accordion>

  <Accordion title="My KPI counts look out of date">
    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.
  </Accordion>

  <Accordion title="A lead shows as 'Unknown' or has no email">
    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.
  </Accordion>
</AccordionGroup>

## Related

<CardGroup cols={2}>
  <Card title="My Leads" href="/lead-management/my-leads" icon="database">
    Browse, filter, and act on the leads that have been assigned to you.
  </Card>

  <Card title="Cohorts" href="/lead-management/cohorts" icon="layer-group">
    Group and segment leads into AI-clustered audiences for targeted outreach.
  </Card>

  <Card title="Automation Builder" href="/ai-agents/automation-builder" icon="gears">
    Build the automation that runs as soon as a lead is assigned to a rep.
  </Card>

  <Card title="AI SDR Builder" href="/ai-agents/ai-sdr-builder" icon="robot">
    Set up Sally to work your inbound leads end to end with automated sequences.
  </Card>
</CardGroup>