Lead queues
What this page is — how to create a queue and choose who may take leads from it.
What it is for — building shared pools of work, so inbound leads can go to a team rather than a named individual.
The problem it solves — when several people handle enquiries, assigning every lead by hand does not scale. A queue lets assignment rules drop leads into a pool that agents draw from. This page is configuring queues; working one is a different screen.
Route: /org/marketing/leads/settings?tab=queues · Permission: Manage Queues
Working a queue is a different screen.
1. What a queue is
| Queue | Owner | Pipeline | |
|---|---|---|---|
| Answers | Who could take this? | Who has it? | Where is it? |
| Cardinality | Many leads, many agents | One user | One per lead |
| Filled by | Assignment rules, or by hand | Auto-assign or a rule | Chosen |
2. Field reference
| Field | Type | Notes |
|---|---|---|
| Name | text, required | |
| Description | text | |
| Active | toggle | |
| Agents | list | Managed separately, see below |
A user must first be enabled on the Agents tab before they can be added to a queue.
3. Two API paths, one queue
/api/v1/org/leads/queues/* and /api/v1/org/marketing/queues/* both work and do the same thing. The
marketing form additionally accepts Vox campaign permissions, because Orbit Vox reads lead queues when
building an outbound campaign.
If you are integrating, prefer the marketing form — it is the one Vox uses and it accepts the wider set
of permissions.
4. The admin contract
| Needs | Or |
|---|---|
| Users enabled as agents | A queue has nobody to assign to |
| An assignment rule targeting the queue | It stays empty |
| Manage Queues | Read-only |
| Assign Leads for the working view | Claiming fails |
5. Downstream
| A queue reaches | As |
|---|---|
| The Queues tab | The pool agents work from |
| The leads list | The Assigned Queue column |
| Assignment rules | A routing target |
| Team Performance | The queue-load figures |
| Orbit Vox | A source of leads for an outbound campaign |
6. Don't confuse this with…
| This | Not this |
|---|---|
| Queue configuration | Working a queue |
| A queue | A pipeline |
| Auto-assign | Assignment rules, which run on create |
7. Troubleshooting
| Symptom | Cause |
|---|---|
| Queue always empty | No assignment rule routes to it |
| Cannot add a user to a queue | They are not enabled as an agent. Section 2 |
| Auto-assign does nothing | No agents on the queue, or missing Assign Leads |
Granting manage_queues did not reveal the section | The hub needs manage_sources to open |