Pipeline routing
Overview
Routing rules automatically assign new leads and deals to the right pipeline, stage and owner — based on conditions rather than on who happens to have time.
The benefit is twofold: a lead lands immediately where it will be worked, and it immediately has a name beside it. Together, that is the difference between an enquiry arriving on Friday evening and being worked on Monday, and one that belongs to nobody for two weeks.
Core tasks
Create a rule. New rule requires a name, object type — lead or deal —, priority, target pipeline and the conditions. The target stage is optional; without it the record starts in the first step.
Set the order. The priority decides which rule takes effect first — lower means earlier. Place specific rules ahead of general ones. A catch-all rule without conditions belongs at the end, not the beginning; placed first it always matches and all the others run dry.
Distribute ownership. Three options:
| Strategy | Effect |
|---|---|
| None | ownership stays open |
| Fixed user | every match goes to the same person |
| Round robin (pool) | matches are distributed in turn across a group of people |
The round-robin pool is the remedy against the quiet imbalance that arises when ownership is a matter of negotiation.
Deactivate rather than delete when a rule should temporarily not apply.
Fields in detail
The What it does column answers what changes in the system — not what the field is called. The grey name behind the label is the API field: the same thing runs under that name through automation, import and AI tools.
Creating and editing a rule
| Field | Required | Values / format | What it does |
|---|---|---|---|
Name name | yes | text, max. 100 characters | What the rule is called in the list. Pure labelling — irrelevant to the routing itself, decisive for finding it again. |
Record type entityType | yes | lead or deal | What the rule applies to. A lead rule runs when a lead is created, a deal rule when a deal is created — never both. |
Priority priority | no | whole number | The order of evaluation. The first matching rule wins and ends the search; nothing after it is examined. A lower number means earlier. |
Target pipeline targetPipelineId | yes | a pipeline of the chosen type | Where the record is filed when the conditions match. |
Target stage targetStageId | no | a stage of the target pipeline | Which stage it starts in. Left empty, the first stage of the pipeline applies. |
Conditions conditions | no | condition tree | When the rule applies. Empty means it always applies — meant as a final catch-all with a high priority number. |
Owner strategy ownerStrategy | no | none, fixed, round robin | Whether the rule also assigns ownership. None leaves it untouched, fixed always sets the same person, round robin spreads evenly across a group. |
Owner ownerUserId | with "fixed" | an employee | Who gets the record. Only visible when the strategy is fixed. |
Distribution group ownerPool | with "round robin" | several employees | Among whom the round robin distributes. The system remembers who was last and carries on in order. |
Brand brandId | no | one of your brands | Limits the rule to one brand. Empty means it applies to all. |
Active active | no | yes/no | Off means the rule stays but is skipped. Meant for switching off without losing it. |
Settings & permissions
- Module
module.crm. crm.pipeline.configure— the same permission as for pipelines and stages.- Target pipelines and stages come from CRM settings.
- This is no substitute for the automation engine. Routing assigns; everything beyond — mails,
waits, follow-up actions — belongs in Automations.
FAQ & troubleshooting
All leads land in the same pipeline. A rule without conditions is probably sitting near the front. Check the priorities — lower takes effect first.
A rule never applies. Either it is inactive, or a rule with a lower priority already caught the case.
The round-robin distribution is uneven. It counts matches, not workload. Someone on holiday still gets assignments — take them out of the pool for that period.
A deal has no owner. Then no rule with an owner strategy applied, or the strategy is set to None.