Who can get a client? Active status, working hours and capacity
Before choosing, every assignee is checked against three conditions, in order: active, within their working hours, and under their hourly or daily limit. Anyone who fails is left out for this client only.
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
The check doesn’t change which rule wins or the method of choosing; it only narrows the list of candidates.
If everyone is left out, the fallback applies.
The check runs again for every client, even in bulk distribution: anyone who fills up halfway through the batch stops getting clients.
The reasons for leaving someone out show in Simulate and in the decision trace.
A deactivated employee can’t be added to a rule at all. If they’re deactivated after being added, they stay in the rule and are always left out.
A real example
An employee on long leave was still in the rule.
- The manager deactivated her account for the time being.
She was left out on her own, and the bookings went to the others.