Lead Routing Policies

Setting up assignment rules separately on every webhook and every import means the same logic gets rebuilt — and drifts — in a dozen places. A Lead Routing Policy holds those rules in one place, and you apply that policy to as many sources as you need.

A policy controls:

• Who leads are assigned to, and in what order
• How many leads each person can receive before they stop getting more
• What campaign and pipeline stage a lead lands in
• Which prospects the policy should skip entirely
• What happens when everyone is at capacity, or a lead matches nothing

Quotas are tracked at the policy level, so a person's limit holds no matter which source the lead came through — webhooks or imports.

Where to find Lead Routing Policies

From your dashboard, navigate to Settings → Company → "Lead Routing Policies."

This page is where you create, edit, duplicate, archive, and monitor your policies. View them as cards or as a list using the toggle in the top right. Your choice is remembered the next time you come back.

Permissions required

Three internal permissions control access, found under Internal Permissions in user settings.

Default behavior:

• Admins — all three are enabled
• Team Leads — View and Update are enabled; Bulk Reassign is not
• Team Members — View and Update are enabled; Bulk Reassign is not

Permissions can be customized per user through the Role and Custom columns in Internal Permissions. A member with View but not Update can see policies but cannot change them. A member with neither cannot open the page at all.

How a policy routes a lead

When a lead arrives through a connected source, the policy takes over:

1. Check exclusions — if the prospect already exists with one of the policy's exclusion tags, the policy skips them and they keep their current owner.
2. Qualify — the lead is checked against the policy's routing conditions, if any are configured.
3. Distribute — the lead is assigned using the policy's distribution method.
4. Check capacity — anyone already at their quota is passed over.
5. Assign — the lead is delivered along with the campaign and pipeline stage that apply.
6. Overflow — if nobody has capacity, or the lead matched no condition, the policy applies your overflow rule.

Good to know: Routing conditions are optional. With none configured, every lead from the connected source is distributed across the policy's assignees. If a lead matches no condition group and you have no overflow rule set, the lead falls back to the source's own settings — for a webhook, that means the webhook owner.

About assignees across teams: A Super User can build a policy whose assignees span multiple child teams. When a lead is routed to someone on a different team than the prospect currently sits in, the prospect moves to that person's team along with the assignment.

Creating a Lead Routing Policy

Where: Settings → Company → Lead Routing Policies → "Create Policy"

The policy builder is a single form. Only the name and your assignees are required — everything else is optional and collapsed until you need it.

Step 1: Name the policy

Enter a "Policy name." Names must be unique in your account, and this is the name you'll see when picking a policy on a webhook or import. Something descriptive works best, such as "Zillow – WI round-robin."

Step 2: Add a description

Optional, but worth doing. The description shows on the policy card and in the policy picker, so anyone else on your team knows what the policy is for.

Step 3: Choose a lead distribution method

• "Round-robin" — cycles evenly through your assignees in order.
• "Weighted distribution" — each assignee receives a percentage of leads that you set. Use this when some people should get more volume than others.

Step 4: Choose who receives these prospects

Under "Who receives these prospects?", pick one of two options:

• "Add teams" — available to Super Users. Adds every member of the teams you select. You can then exclude individuals, and add them back later from the "Excluded" list.
• "Add assignees" — hand-pick specific members.

Each assignee shows the team they belong to, so a policy spanning several teams stays readable.

Step 5: Set quotas and a reset schedule

Round-robin: Check "Use Quotas" to cap how many leads each person can receive. Set a "Default" number of leads to apply to everyone, then adjust individuals in the list. Once a person hits their limit, they stop receiving leads until the counter resets.

The "Quota reset schedule" appears as soon as quotas are on:

• Never — counters only reset when you reset them manually
• Daily — resets at a time you choose
• Weekly — resets on a day of the week, at a time you choose
• Monthly — resets on a day of the month, at a time you choose

Weighted distribution: Set a "Default" percentage to apply to everyone, then adjust individuals. A badge next to the list shows your running total and turns green at exactly 100%.

Step 6: Set a default campaign and pipeline stage

Open "Default campaign & pipeline" to choose where leads land when no condition supplies its own. Leave it empty and unmatched prospects keep whatever the source already defines.

Step 7: Add routing conditions

Conditions are optional filters that decide which leads a policy applies to, and can send different leads to different people.

1. Click the + on "Add routing conditions."
2. Build a condition from three parts: a field (for example, State), an operator (for example, Is Equal), and a value (for example, WI).
3. Click "Add Condition" to add more conditions to the same group. Conditions inside a group use AND logic — all of them must match.
4. Click "Add Condition Group (OR)" to add another group. Groups are evaluated in order, and the first group that matches wins.
5. For each group, optionally set its own "Assignees," "Campaign," and "Pipeline Stage" so different leads get different treatment.

If a group has no assignees of its own, matching leads are distributed across the policy's full assignee pool.

Step 8: Review the optional settings

Open "Optional settings" for two more controls:

• "Prospect exclusion tags" — type a tag and press Enter to add it. If an incoming prospect already exists in your database with any of these tags, the policy skips them and they keep their current owner. Useful for protecting existing clients, or anyone in an active deal, from being reassigned.
• "Overflow rules" — choose a "Fallback User" to receive leads when every assignee is at their quota, or when a lead matches none of your conditions. Leave it as None and those leads stay with whatever the source assigns.

Step 9: Save

Click "Save policy." Policies are active as soon as they're saved and become selectable on your sources.

Connecting a policy to a source

Webhooks

1. Open the webhook's settings.
2. In the Routing section, find "Lead Routing Policy to utilize."
3. Select your policy. Only active policies appear in the list.
4. Confirm the dialog if one appears, then save the webhook.

What changes on the webhook: Campaign, pipeline stage, and the webhook's own routing conditions are paused while a policy is active — the policy controls all three. Your existing native routing is preserved in the background and restored if you remove the policy. Bonzo confirms before attaching a policy to a webhook that already has a campaign or pipeline stage, and confirms again before you remove one.

Imports

When you start an import, the first step asks where the prospects should go. Choose "Use a lead routing policy," then select an existing policy or build one without leaving the import. The policy handles assignment, campaign, and pipeline stage for that import, and the import's own campaign and pipeline fields step aside.

If the policy's assignees span multiple teams, prospect sharing is turned off for that import.

Managing your policies

Card view

Each card shows the policy name with an "Active" or "Archived" badge, the description, the distribution method, the number of assignees, the number of connected webhooks, a quota usage bar when quotas are configured, the connected sources, and the created and modified dates. Policies owned by a Super User carry an "SU" badge. Archived policies are grouped in their own section at the bottom.
 

List view

The list shows the same policies as a table with columns for status, method, assignees, rules, connected sources, who created the policy, and the created and updated dates. Click a policy name to open it for editing.

Use the search bar at the top of the page to filter by name or description in either view.

Actions

Open the ellipsis menu on any policy:

Archiving and restoring

Archiving is a soft disable. A confirmation dialog warns you first, then:

• The policy is disconnected from all connected sources immediately
• The status changes to Archived and the policy can no longer be selected on a source
• All historical data and usage is preserved

To bring it back, open the ellipsis menu on the archived policy and choose "Activate." It can then be reconnected to sources.

Quotas in practice

The quota bar on the policy card shows how many leads have been processed against the current cycle. Scheduled resets return every counter to zero on the day and time you configured, and distribution starts fresh. To rebalance mid-cycle, use "Reset Quota Usage" from the ellipsis menu.

Redistributing prospects in bulk

You can also run a policy against prospects already in your database.

1. Go to the People tab and filter down to the prospects you want to redistribute — by tag, assignment, response status, or anything else.
2. Select the prospects to bring up the bulk action bar.
3. Click the "Assign to team member" icon and choose to run a routing policy.
4. Select policy — pick the policy to apply. It distributes using its own assignees, distribution method, and quotas.
5. Tag handling — choose "Preserve existing tags" or "Remove existing tags," and optionally add tags to every prospect in the batch.
6. Click "Run routing policy."

A confirmation tells you how many leads were reassigned and across how many members.

Permission required: This action needs the Manage Bulk Reassign with Lead Routing Policy permission, which is enabled by default for Super Users only. Team Leads and Team Members need an admin to grant it before the option appears.

Building your assignment rules once and pointing every source at the same policy keeps distribution consistent, and quotas honest, no matter how many places your leads come from.

Note: To learn more about importing with a policy, click on the link below. 
Admin: Importing Contacts with Lead Routing Policies