Lead agents
What this page is — the list of users who are allowed to own a lead.
What it is for — controlling who appears in owner pickers and who can be added to a queue.
The problem it solves — being a user of the application is not the same as being someone leads should be routed to. Until a user is enabled here they cannot own a lead at all — which is the usual reason an assignment rule matches and then assigns nobody.
Route: /org/marketing/leads/settings?tab=agents
View: View lead agents list · Enable or disable: Enable/disable agents
1. What an agent is
Being a user is not enough to own a lead. A user must be enabled as an agent here first.
| User | Agent | |
|---|---|---|
| Exists in | users | users, flagged as a lead agent |
| Can own a lead | No | Yes |
| Can join a queue | No | Yes |
| Appears in the Owner picker | No | Yes |
A rule that targets a user who is not an enabled agent, or a queue with no agents, matches and then routes nowhere. Enabling agents is a prerequisite for assignment working at all.
2. Field reference
| Field | Notes |
|---|---|
| User | Display name and email |
| Enabled | The toggle. Writes through agents.manage |
| Availability | Whether the agent is currently accepting leads |
| Queues | Which queues they belong to |
3. Permissions
| Action | Enforced |
|---|---|
| List agents | View lead agents list |
| List agents with their queues | View lead agents list |
| Enable or disable | Enable/disable agents |
View lead agents list on its own shows the roster read-only. Enabling and disabling agents needs Enable/disable agents as well.
4. The admin contract
| Needs | Or |
|---|---|
| Users in the organisation | Nothing to enable |
| Agents enabled | Owner pickers are empty and assignment cannot route |
| View lead agents list | The section is hidden |
5. Downstream
| An agent reaches | As |
|---|---|
| The lead record | An option in the Owner picker |
| Queues | An addable member |
| Assignment rules | A routing target |
| Team Performance | A row in the performance table |
6. Don't confuse this with…
| This | Not this |
|---|---|
| A lead agent | An AI voice agent in Orbit Vox |
| Enabling an agent | Granting them lead permissions — different systems |
agents.manage | Assign Leads, which assigns a lead |
7. Troubleshooting
| Symptom | Cause |
|---|---|
| Owner picker empty on a lead | No agents enabled |
| A user cannot be added to a queue | They are not an enabled agent |
| Assignment rules match but nothing is assigned | The target has no enabled agents. Section 1 |
| The toggle does nothing | Missing Enable/disable agents |