Shark Tank: Claim Limits and Shared Leads Board

Summary

Shark Tank is a shared board of leads that aren't being worked. If the assigned rep doesn't respond in time, the lead goes to the whole team so someone else can claim it. This article covers how the board works and what changed with the new Claim Limits feature.

Reps find it under Shark Tank in the sidebar, with two tabs: Available (leads up for grabs) and My Prospects (leads they own that Shark Tank is tracking).

How a lead ends up on the board

Two requirements for eligibility:

• The lead must carry the csv-sla tag. Pull the tag and the lead leaves the board.
• The lead must have an owner.

When the clock stops: as soon as the owning rep replies to the contact (message or call), the lead comes off the board.

Never on the board: leads that have opted out or are marked do-not-call.

What a rep can do

• Claim — takes ownership of an available lead and drops the rep straight onto the prospect record.
• Release — puts a lead they own back on the board. Self-service, owner-only.
• A timer pill shows wait time on Available, and status on My Prospects ("Awaiting Reply," "3h 12m overdue," "Claimed on Aug 4," "Released Contact").

What a manager can do

• Remove — takes a lead out of Shark Tank entirely and pulls the csv-sla tag so it won't come back. Team Leads and Superusers only.
• Set the team's response window and claim limit (see below).

Removal is manager-only because it's the one action that returns a rep's claim slot — if reps could remove their own leads, they'd have an unlimited retry button.

New: Claim Limits

The problem it solves: on a busy board, the fastest clicker can grab every lead the moment it appears. A Claim Limit caps how many leads one person can claim in a given stretch of time.

A claim limit is a speed limit, not a capacity limit. It caps how fast a rep can claim, not how many leads they can hold. Holding leads isn't penalized — grabbing them in bursts is.

How the window works: it's rolling, not calendar-based. "5 claims per hour" means five in any 60-minute stretch. Claim at 2:10, and that slot frees up at 3:10.

Available periods: per hour, per day, per week, per month.

What the rep sees

• A counter pill next to the tabs — green with room to spare, amber on the last claim, red once spent.
• Hovering the pill shows both wait time and clock time: "2 of 5 claims left this hour, next resets in 14m, 4:32 PM."
• Once spent, the Claim button is greyed out with an explanation on hover: "You have used all 5 of your claims this hour. Your next claim frees up at 4:32 PM."
• Teams with no cap see no pill at all, and nothing is ever disabled.

What gives a slot back — and what doesn't

This last row is a deliberate design decision, not a bug — if releasing refunded the slot, "claim, peek, release, claim the next" would be an unlimited retry loop.

Related detail: if a lead is marked do-not-call and later un-marked, the claim is charged again, since the rep still owns a workable lead. This prevents banking free claims by toggling do-not-call.

What claim limits do NOT touch (never spends allowance):

• Lead routing and round-robin assignment
• CSV imports
• Leads pushed to the board by an integration
• Normal reassignment by a manager
• The Prospect Pools board

New: the "Prospect Pool rules" panel

Both board settings now live in one place — a gear icon on the tab row opens a side panel.

SLA timer — how long an unanswered contact waits before their lead hits the board. Editable in minutes, with presets (5 min, 15 min, 30 min, 1 hour, 4 hours). Range: 1 minute–24 hours. Default: 10 minutes. This is the same setting as Company Settings — changing it in either place updates both.

Claim limits — a number plus a period ("5 claims per hour"). Range: 1–1000. Leave blank for no cap (default for every team).

There's also an "Apply the limit per pool" toggle — no visible effect today on the response-time board; it's groundwork for future Prospect Pools integration. Safe to leave off.

Changes save immediately and apply to the next claim.

Who can open the panel:

• Superusers: always
• Team Leads: only with the "manage Shark Tank rules" permission (a dedicated permission, separate from pool management)
• Everyone else: gear isn't shown

Rules apply to the setter's own team only.

Inheritance: a team with no cap inherits the parent team's number, and the panel notes "Inherited from the parent team." A child team can set a looser limit or clear the number to be uncapped — the parent's number is a default, not a ceiling.

Two board clean-ups in this release

• Managers can now remove a lead that's already been claimed. Previously this wasn't possible, which meant a manager couldn't take a dead lead off a rep — a real problem now that removal is what frees a claim slot.
• Do-not-call leads no longer show up as claimable. They were previously appearing on the board with a Claim button guaranteed to fail. Reps should stop reporting "I clicked Claim and it errored" on these.

Availability and rollout

Claim limits are behind a feature flag, off by default. Until enabled for an org:

• No cap enforced, no counting happens
• No pill, no gear icon, no side panel
• Claiming behaves exactly as before

Even with the flag on, a team stays uncapped until someone sets a number.

The two clean-ups above are not flagged — they're live for everyone on the response-time board.

Before promising anything: check with Product or Engineering that the flag is on for the customer's org and that a number has actually been set.

FAQ

Why is the Claim button greyed out? The rep has used their allowance for the period. Hovering the button shows when their next claim frees up.

My rep got an error trying to claim. Most likely they're claiming too fast, not a permissions issue — it resolves itself, and the counter pill shows how long. If they still have allowance left and get an error, someone else likely claimed the lead first.

A rep released a lead and their count didn't go down. Working as designed — voluntary release never returns the slot.

A rep lost a lead and their count went down. Is that a bug? No. If the lead was taken away from them (removed, opted out, marked do-not-call, tag pulled), they get the slot back.

The counter says 5 used but the rep only has 2 leads. Expected — it counts claims made in the window, not leads currently held. They likely released some, which doesn't refund.

Why can't my rep remove their own lead from Shark Tank? Removal is manager-only, since it's the action that returns a claim slot. A Team Lead or Superuser needs to do it.

Where do I change the response time now? Either the gear on the Shark Tank board or Company Settings — same number, either way.

We set a limit on the parent team but one team needs more. Have a Team Lead on that team open the gear and set their own number. Child teams can go higher than the parent, or clear the field to be uncapped.

I don't see the gear icon. Either the flag is off for the org, or the user is a Team Lead without the "manage Shark Tank rules" permission. Superusers always see it.

Glossary