Which distribution rule wins? Most specific first, then priority
Rules are checked from the most specific to the most general, then by priority (the smaller number first). The first matching rule that has an eligible employee wins.
Lead distribution is a paid Add-on. If you can’t find it in your account, contact support to turn it on.
Specificity points
Points are calculated on their own when you save. A rule saved before the OR calculation was updated keeps its old points until you edit and save it.
Example
The order: A, then C, then B, whatever their priorities.
Priority
Priority decides between rules with equal points. Drag the rules to reorder them. A new rule gets the last priority.
The first match
If a rule matches, no one is eligible, and its fallback is “Leave Unassigned”, the engine moves on to the next rule. With “Assign to Default User” or “Delay and Retry”, it stops at this rule.
If something goes wrong
A real example
They worried that a general rule with priority 1 would catch the diploma clients meant for one particular employee.
- A “Diploma” rule with the condition “Course equals Diploma”, and priority 5.
- A “General” rule with no conditions, and priority 1.
The Diploma rule (6 points) is checked before the general one (1 point), despite its priority.