Results and lead owners
Who is responsible for each lead, how new leads are shared among the team, and how to read the Results view
Path: Communication > Leads → Results · Communication > Leads → pipeline selector → Pipeline settings → More options → Who receives new contacts
Every lead can have an owner: the team member responsible for it. Owners are what the Results view measures.
Who can own leads
Your team is managed only in Settings → User Management. A user can own leads when the account is active and has the Administrator or Messages Manager role. There is no separate sales team list: to stop someone from receiving leads, remove those roles or deactivate the user there.
Removing someone does not take away the leads they already own; it only stops new ones.
Where the owner shows and how to change it
- On each card of the Board, as a chip with the owner's name.
- In the Owner filter of the Board: All owners, My leads, Unassigned, or one person.
- In the lead, under Lead management → Owner. An Administrator can pick another person or Unassigned there.
- In the contact's profile in Messages, where an Administrator can also choose Assign automatically, which gives the lead to the next person in that pipeline's rotation, or Remove owner.
A lead needs to be on a stage before it can have an owner.
Who receives new contacts
Each pipeline decides how its new leads get an owner. An Administrator sets it in Pipeline settings → More options → Who receives new contacts.
| Option | What happens |
|---|---|
| I assign them myself | New leads arrive with no owner. This is the default. |
| Take turns among these people | Each new lead is given to the next person in the group. |
With Take turns among these people, choose the group:
- Include people by role — tick Administrator, Messages Manager or both. Everyone who has a ticked role takes part, including people you add later.
- Choose people — tick individual team members. Someone already covered by a ticked role shows Included by role.
- You can combine both. With no people and no roles selected, any eligible team member can receive new contacts.
- Manage users opens User Management; team members are not created or edited from here.
How the turns work:
- A lead gets an owner at the moment it enters the pipeline, if it has none.
- It goes to the person in the group who has gone longest without receiving a lead in this pipeline. Each pipeline keeps its own rotation.
- If nobody in the group is eligible, the lead stays unassigned.
- A lead that already has an owner keeps it, including when you move it to another pipeline. One exception: when you accept the bot's suggestion to move a lead to another pipeline, and that pipeline takes turns among a group its current owner is not part of, the lead is given to the next person of that group.
The Results view
Select Results at the top of the Leads page. Results are shown for the pipeline chosen in the pipeline selector.
The table Results by owner has one row per owner:
| Column | Meaning |
|---|---|
| Open | Leads this person owns today that are still on an open stage. |
| Assigned | Open plus Won plus Lost. |
| Won | Leads closed on a Won stage while this person owned them. |
| Lost | Leads closed on a Lost stage while this person owned them. |
| Close rate | Won divided by Won plus Lost. |
| Won of assigned | Won divided by everything assigned. |
- Rates are shown with their fraction first, for example "3/5 · 60%", so a perfect rate over one lead does not read like a perfect rate over fifty. With no closed leads the rate is a dash.
- A Won or Lost lead counts for whoever owned it when it closed. Changing the owner afterwards does not move the credit.
- A Team row adds everyone up when there is more than one owner.
- A lead that was declined or set to No stage is off the board and is not counted as open.
- Until a lead has been assigned, the table reads No leads have been assigned yet.
Who sees what:
- An Administrator sees every owner's row.
- A Messages Manager sees only their own row.
- Other roles do not have the Results view.
What Results does not show
- It does not show how many leads entered each stage or how long they stayed there. For a count per stage, read the numbers on the Board's column headers; the All pipelines overview shows totals, Won and Lost per pipeline.
- It does not show how often the bot's stage suggestions were right. You can review each suggestion and move in a lead's timeline.
Good practice
- Decide who owns leads before turning on Take turns among these people; otherwise Administrators who never sell will receive leads.
- If one person handles a specific pipeline, select only that person under Choose people for that pipeline.
- Close leads. A lead left forever on an open stage counts as Open and never improves or lowers anyone's close rate; drag it to Won or Lost when it is decided.
- Use the Unassigned filter on the Board to find leads nobody owns.