Team Management
Add members, configure specialties, and manage lead routing.
Adding Members
Team members are the agents and managers who handle escalated leads. You can add and manage team members from the Settings page under the Team Members section.
Member Fields
| Field | Description | Default |
|---|---|---|
| Name | The team member's full name. Shown in assignment cards and handoff emails. | -- |
| Their email address. Used for CC on handoff emails. | -- | |
| Role | Agent, Manager, or Admin. Managers are preferred for escalation assignments. | Agent |
| Queue Capacity | Maximum number of leads this member can be assigned at once. | 30 |
| Specialties | Comma-separated list of insurance types they handle (e.g., "Auto Insurance, Home Insurance"). | -- |
| Assignment Enabled | Toggle on/off. When off, no new leads will be routed to this member. | On |
| Active | Toggle on/off. When off, the member is hidden from the active roster. | On |
Specialties & Routing
Lead routing uses specialty matching to assign leads to the right agent. When a lead is escalated, the system checks the lead's insurance type against each available agent's specialties.
How Matching Works
- Exact match preferred — An auto insurance lead will be assigned to an agent with "Auto Insurance" in their specialties list.
- Fallback to general — If no specialty match is found, the system falls back to the available agent with the lowest utilization.
- Multiple specialties — Agents can have multiple specialties separated by commas. They will receive leads matching any of their listed specialties.
Utilization-Based Balancing
Among agents who match the specialty, the system picks the one with the lowest utilization percentage. Utilization is calculated as:
Utilization = Open Leads / Queue Capacity
For example, an agent with 12 open leads and a capacity of 30 has 40% utilization. An agent with 25 open leads and a capacity of 30 has 83% utilization. The first agent would receive the next lead.
Queue Capacity
Each team member has a queue capacity that limits how many open leads they can hold at once. This prevents overloading any single agent.
Capacity Rules
- At capacity = no new leads — When an agent's open leads equals their queue capacity, they are skipped during assignment.
- Default is 30 — Every new member starts with a capacity of 30. Adjust based on your team's bandwidth.
- Open leads decrease when resolved — When a lead is completed, marked as not interested, or the conversation ends, the open lead count decreases.
Member Cards
Each team member's card in the Settings page shows their current status at a glance:
- Open Leads — Number of currently assigned active leads.
- Utilization — Percentage of capacity currently used.
- Last Assigned — Timestamp of the most recent lead assignment.