How to Release a Lead Back to the Floor
Note: this doesn't let you pick who gets the lead — it releases it into the live pool for any available agent to claim. If you want to hand a lead to a specific person, use How do I assign a lead to a teammate? instead.
Send a lead back into the live pool so any available agent can pick it up right now — for example, when you can't work it further yourself.
Before you start
Access to the lead's detail page.
Steps
- Open the lead's detail page.
- Click Hot Reassign.
- In the dialog, enter Call notes for the agent — required, this note is attached to the lead for whoever picks it up.
- Click Release to the floor.
- A "Finding an available agent…" screen shows while the system waits for someone to claim it.
What you'll see
Once an agent claims it, you'll see "Lead accepted!" along with who took it and their extension. The lead is now assigned to that agent.
