Working a queue
What this page is — the Queues tab of the leads list, where an agent takes the next lead from a shared pool.
What it is for — working a queue: claiming leads, or letting auto-assign hand you the next one.
The problem it solves — when several people share inbound leads, "who takes this one?" needs an answer that is not a conversation. A queue is that answer. This page is about working a queue; building one is a different screen, and confusing the two is the most common mix-up here.
Route: /org/marketing/leads?tab=queues · Permission to view: View Marketing Suites lead management
Permission to claim or assign: Assign Leads
Configuring queues is a different screen.
1. What a queue is
| Queue | Owner | |
|---|---|---|
| Answers | Who could take this? | Who has taken this? |
| Holds | Many leads, many agents | One user per lead |
| Set by | An assignment rule, or by hand | Auto-assign, a rule, or by hand |
| Recorded on the lead as | Its assigned queue | Its owner |
A lead can be in a queue and unowned, owned and in no queue, or both.
2. Step by step
- Open Leads → Queues.
- Choose a queue, or leave All Queues.
- Work a lead from the table, or use auto-assign to take the next one.
Auto-assign picks the next lead from the queue and assigns it, following the queue's configured strategy — see queue configuration.
3. Field reference
| Column | Holds |
|---|---|
| Name | full_name |
| Contact Info | Email and phone |
| Source | Lead source |
| Status | The lead's status |
| Owner | Blank while the lead is unclaimed |
4. The admin contract
| Needs | Or |
|---|---|
| At least one queue | The selector is empty |
| Agents added to that queue | Auto-assign has nobody to assign to |
| Assign Leads | Claiming and auto-assign fail |
| An assignment rule routing leads to a queue | Queues stay empty unless filled by hand |
5. Downstream
Claiming a lead sets its owner, which shows in the list, on the board card and in the Team Performance report's queue-load figures.
6. Don't confuse this with…
| This | Not this |
|---|---|
| The Queues tab — working | Queues configuration — creating |
| A queue | A pipeline. A queue is who; a pipeline is where |
| Auto-assign | Assignment rules, which run when the lead is created |
7. Troubleshooting
| Symptom | Cause |
|---|---|
| No queues in the selector | None configured |
| Queue is always empty | No assignment rule routes leads into it |
| Auto-assign does nothing | No agents on the queue, or missing Assign Leads |
| Claimed leads still show unowned | Refresh — the list may be showing cached rows |