The “Leave Unassigned” fallback: try the next rule
The default choice. If the rule matches and none of its assignees is eligible, the engine moves on to the next matching rule. If there isn’t one, the client stays without an owner.
Lead distribution is a paid Add-on. If you can’t find it in your account, contact support to turn it on.
How it works
This behavior lets you build a “chain”: a rule for the main team, then a more general rule for a backup team that picks up the overflow.
The three fallbacks
Fallback
When no one is available
In manual distribution
Leave Unassigned
The next rule; otherwise, it stays without an owner.
The record fails.
Assigned to a chosen user.
Assigned to the chosen user.
Waits a few seconds and tries again.
Fails, asking you to try again later.
Clients who stayed without an owner: filter the table on “Assignee is empty”, then distribute them in bulk.
A real example
Shield Security Co.
The situation
The Riyadh team fills up during renewal seasons.
What they did
- A more specific rule for the Riyadh team, with the “Leave Unassigned” fallback.
- A general rule for the support team.
The result
Whatever overflows from the Riyadh team is picked up by the support team on its own.
A made-up company, to show the idea. The numbers are rounded.
Good to know
Scenarios don’t have a fallback; in manual distribution, they fail like “Leave Unassigned”.
Did this guide solve it?
If not, we’ll ask what was missing.