Route new leads to the right agent
Build ordered routing rules that assign every incoming lead to the right agent automatically.
Lead routing decides who gets each new lead the moment it enters SAMI OS — no manual hand-offs, no leads sitting unclaimed. You build an ordered list of rules, and the first rule a lead matches wins.
How routing works
Open Settings → Lead routing to manage your rules. Rules evaluate top to bottom, and the first rule that matches wins — so put your most specific rules near the top and broader catch-alls lower down. Any lead that matches no rule falls through to the default rule, which sends it to the lead pond unless you change it.
Each rule has three parts: the conditions a lead must meet, the assignment that decides which agent gets it, and an optional SAMI Bot that calls the lead first.
Build a routing rule
Add a rule
In Settings → Lead routing, click Add rule and give it a clear name like "Zillow Buyers" so you can spot it later.
Set the conditions
Under Conditions — all must match, narrow the rule by any combination of Sources, Lead types (Buyer, Seller, or Both), Tags, Cities, ZIP codes, States, a Min/Max price range, and Timeframe (Immediately through 12+ Months). Leave a field empty to match everything for that field.
Choose how it's assigned
Pick an Assignment type: Lead pond (unassigned) leaves the lead unclaimed for anyone to grab, Round robin spreads leads across a pool of agents, and Specific agent always assigns to one person.
Weight your round robin (optional)
If you chose Round robin, add agents to the pool and set each one's percentage. The weights must total 100% — SAMI OS balances them as you add agents, and won't save until they add up.
Set active hours
Leave Always active on to match any time, any day. Turn it off to set a start and end time plus the days of the week the rule applies — handy for routing after-hours leads differently from business-hours ones.
Attach a SAMI Bot (optional)
Once the rule assigns to an agent, you can pick a SAMI Bot. When a new lead matches, the bot calls them and warm-transfers the live call to the assigned agent. Save the rule, and it starts routing new leads right away.
A SAMI Bot needs a human to transfer to, so you can only attach one to a Round robin or Specific agent rule — never to the lead pond. Add at least one agent first, then the bot picker unlocks.
Order, hours, and the default rule
Rule order is everything. A Zillow buyer would match both a narrow "Zillow Buyers" rule and a broad "All buyers" rule, so the narrow one has to sit above the broad one to win. Reorder rules until the priority list reads the way you'd hand leads out by hand.
Active hours let one lead source flow to different people at different times — for example, route daytime leads to your full team on Round robin, and send overnight leads to a single on-call agent with a SAMI Bot that answers instantly.
Routing reads the contact's Source, Lead type, and Timeframe, so set those fields accurately on every lead. Confirm a rule fired the way you expected by opening a contact's Routing Log after it's assigned.
Finally, review the default rule at the bottom. It catches every lead no rule matched, so decide whether unclaimed leads belong in the lead pond or with a specific person — and build your SAMI Bots and Workflows to follow up from there.
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Last updated 2026-06-21