Guide to Lead Owner Routing

When a lead is assigned to an owner, Callingly will only send calls from that lead to the lead owner. Thus, eliminating the need for individual phone numbers or an operator to route calls, saving time, money, and frustrations!

verifiedThis is article is for to all users with a Callingly login. Approx. reading time 5 min.

What Is A Lead Owner?

A Lead Owner is a User who is assigned to a Lead. A Lead Owner is a User who is assigned to a Lead. Most salespeople work on commission. So assigning a lead to an owner ensures only one person contacts the Lead until the sale is complete.

To honor this standard flow, if a Lead is assigned an Owner in Callingly, calls from that Lead will only be sent to the User who is the Owner. This means no need for individual staff phone numbers or an operator to route calls, saving time, money, and frustrations.

Automatically Assign A Lead Owner

Only Account Owners and Admins can change this setting.

You can automatically assign a User to a Lead by flipping a switch in Callingly. Turning on this setting will cause the Lead to be assigned to the first User who successfully contacts the Lead. Then this information can be passed back to your CRM through the integration with Callingly. More on that below.

To turn on the setting, from the Settings page of your Callingly account, locate the Auto Lead Owner heading and toggle the switch to On.

Remember to save your changes!

View Or Change The Lead Owner

You can view or change the owner of a Lead from the Leads page of your Callingly account. To do so:

1.: Click editManage next to the Lead you'd like to work with.
2.: View or change the User assigned under the Lead Owner heading.
3.: Click the Update button to save your changes if you made any.

Sync The Lead Owner Between Callingly And Your CRM

Sync from your CRM to Callingly

If your lead is assigned to an owner in your CRM, you can have that information automatically reflected in Callingly through several of our integrations, including:

ActiveCampaign
Follow Up Boss
HubSpot
Salesforce
Zapier
Firepoint
Marketo

The basic steps to set this up are the same for all integrations. In brief, you'll need to turn on the setting within your integration and associate each User in Callingly with the correct user of your CRM. We give an overview of instructions for all integrations below.

Turn on the Sync Lead Owner setting

tips_and_updates

Tip: Specific instructions for each integration are in their corresponding knowledge base articles.

For your lead owners to sync between software, you must turn on the Sync Lead Owner setting in your Callingly integration settings. By default, this setting is switched on. You only need to follow these instructions if it was previously turned off.

From the Settings page of your Callingly Integration, find the Sync Lead Owner field and toggle the switch to On.

Remember to save your changes.

Associate your Callingly Users with the users of your CRM

1.: Head to the Users page in Callingly.
2.: Hit the editEdit button of the User that you want to modify.
3.: Select the correct user from the dropdown menu associated with your CRM integration.
4.: Save your changes.
5.: Repeat these steps with every User.

Sync from Callingly to your CRM

Perhaps someone other than the CRM lead owner is the first to contact the Lead. Callingly takes care of that too!

In this circumstance, you can have the Callingly User become the Lead Owner, automatically syncing that information back to your CRM. Integrations that support this include:

ActiveCampaign
Follow Up Boss
HubSpot
Salesforce
Zapier

Follow the same steps outlined above and be sure to turn on the setting that automatically assigns a Lead Owner.

Lead owner routing settings

Team settings

You can override the general account settings for how Leads with Owners are handled per Team. To do this, from the Teams page of your Callingly account:

1.: Click the settingsGear icon for the Team you'd like to edit.
2.: Select the desired option from the dropdown menu under the Lead Owner Routing header. The three options for Lead Owner Routing and what they do are outlined in the table below.
3.: Save your changes.

Number settings

You can edit the routing options for inbound calls by changing the settings for each purchased number in your Callingly account. To do this, from the Numbers page of your Callingly account:

1.: Click the editEdit button for the Number you'd like to edit.
2.: Select the desired option from the dropdown menu under the Lead Owner Routing header. The three options for Lead Owner Routing and what they do are outlined in the table below.
3.: Save your changes.

Lead Owner Routing Options

The three options for Lead Owner routing and what they do are outlined in the table below.

Option	Description
Call the Team in priority order	The Lead Owner will not receive the call first but will be called in the standard order based on their normal priority.
Call the Lead Owner first, then the rest of the Team	The Lead's owner will be called first. If the Owner does not answer, the call will be routed to the rest of the Team in the regular priority order.
Only Call the Lead Owner	Only the Lead Owner will receive a call for the lead. If the owner does not pick up, the rest of the team will not be called, and Callingly will retry calling the Lead Owner again based on the Lead Retry schedule.

Recommended settings

We recommend specific settings for your account, Teams, and Numbers to ensure your Leads are always handled quickly while minimizing their number of contact persons.

Don't automatically assign a Lead Owner in your CRM. This allows Callingly to take over this portion of the call handling.
Assign the Lead Owner using Callingly. This will leave the Lead unassigned until first contact has been made. Doing this allows the Lead to be reached as quickly as possible, rather than pushing them off until their Lead Owner has availability. Once contact is made, Callingly will assign the User as the Lead Owner and sync that information back to your CRM.
Set Callingly to Call the Lead Owner first then the rest of the Team. This causes calls from a Lead to be routed to the same salesperson with whom the Lead initially spoke while allowing other users to receive the call if the Lead Owner is unavailable. This way, the Lead can still have their questions answered.

Pro-tip

Use Callingly to assign a Lead owner instead of the CRM

Speed to contact is everything in sales. Still, in a traditional sales flow, a lead owner is assigned before first contact. That means the lead has to wait until the lead owner is available to receive a call.

We recommend avoiding the lead owner assignment in your CRM to speed up your time to first contact. Instead, you can use the steps outlined in this article to have Callingly pass your Lead to the first available User, then automatically assign that User as the Lead Owner.

Common Questions

I have Lead Owner Routing turned on. What if I want the Lead to call everybody, and no Lead Owner is assigned?

In this case, you'll want to put all your users onto the Main Team. Callingly will contact the Primary Team if no Lead Owner is set.