Overview
When leads come in faster than you can sort them by hand, Spreeflo can do the sorting. Journeys give each new lead an owner, share leads out fairly between your team, create a call task for whoever gets one, and flag any lead that waits too long for a first call or email.
This guide covers:
Which plan? Sharing leads between members needs more than one member, which is the Professional plan. So round robin, company-owner routing, routing templates and SLAs are Professional. On Starter, the Assign owner step gives contacts to you, the workspace's one member, and the escalation template waits for a first touch instead of reassigning. The Free plan has no CRM.
The Assign owner step
Add an Assign owner step to a journey to give each contact that reaches it an owner. Nothing is sent to the contact. You can also set an owner by hand on the contact's profile.
Under Who gets the contact, choose one of:
| Option | What it does | Plan |
|---|---|---|
| A specific member | Every contact goes to the member you pick. | Starter and Professional |
| Round robin | Contacts go to the members you list under Rotate between, one after another. Each step keeps its own turn order, so two journeys don't upset each other's rotation. | Professional |
| Company owner first | Contacts go to whoever owns their company, so one account stays with one person. When the company has no owner, you choose what happens: rotate between members, give it to one member, or leave it without an owner. | Professional |
Under Options:
The contact's open deals that have no owner get the same owner too. Only Editors and Admins can own contacts; Viewers are never picked.
When you reassign a contact with Replace an existing owner on, round robin passes over the current owner whenever someone else can take the lead. If nobody can take a contact, because everyone is away, at their limit or can no longer own records, the contact is left as it was and your workspace admins get a notification.
Route by country
To give leads to whoever covers their country, install the Territory routing by country template (Professional). It's a journey with a Multi-way Split on the contact's country and an Assign owner step for each territory. Leads from anywhere else go to a fallback group in turn, or stay unowned if you leave the fallback empty. You can have up to 10 territories, each with up to 50 countries.
Create a task for the owner
Put a Create task step after Assign owner to give the new owner something to do, such as a call. Choose the task's type and title (you can use Liquid, like {{ contact.first_name }}), a due time counted from when the contact reaches the step (in hours, days or business days), and who it's for: The contact's owner or a specific member. Turn on Skip if the same task is already open so a contact who comes through twice doesn't get two calls.
Your assignment settings
Each member sets how work reaches them at Settings › CRM › Assignment. Admins can change anyone's.
| Setting | What it does |
|---|---|
| I'm away | Journeys skip you when sharing out new leads. |
| Timezone | Your due dates, what counts as "today" and the time of your morning digest. |
| Booking link | Your calendar link (for example a Cal.com page). Emails can include it as {{ owner.booking_url }}, as the Stale MQL nurture email does. |
| Working days, Day starts, Day ends | Tasks due in business days skip your days off. With a timezone set, speed-to-lead SLAs on your leads count your hours instead of the audience's business hours. The default is Monday to Friday, 09:00 to 18:00. |
| Morning digest | An email at 08:00 on days you have tasks overdue or due today. Turn it off here. |
Lead caps and away status
Admins see an Assignment card under the members' settings, listing each member's Open leads (contacts they own in the MQL or SQL stage), a Lead cap and an Away switch. With a cap set, routing skips that member once they own that many open leads. Leave the cap empty for no limit. Only admins can set caps.
Caps are a guide rather than a hard stop: if several leads arrive at the same moment, a member can go one or two over.
Journey templates
Settings › CRM › Journey templates has five ready-made sales journeys. Installing one creates a draft journey, along with the segment and email it needs, for you to review and start. Nothing runs until you start it, and installing twice makes two copies.
| Template | What it does | Plan |
|---|---|---|
| MQL handoff | When a lead's Intent reaches 50 (and their Fit reaches 40, if you score Fit), sets their stage to MQL, gives them an owner, creates a call task due in one business day and emails your admins. | Starter and Professional. On Starter the owner is you. |
| Round-robin new SQLs | Shares new SQLs without an owner between the members you pick, each with a call task due in 4 hours. | Professional |
| Territory routing by country | Gives new leads without an owner to the member who covers their country; the rest go to a fallback group. | Professional |
| Speed-to-lead escalation | On Professional, when an SLA is missed, gives the lead to someone else and emails your admins. On Starter, waits up to 2 hours for a first touch on a new SQL and emails you if there isn't one. | Starter and Professional, in two versions |
| Stale MQL nurture | Sends an MQL nobody has contacted for 14 days a check-in email signed by their owner, with the owner's booking link if they've set one. | Starter and Professional |
To install one:
Templates that share leads between members only appear once your workspace has more than one member.
Speed-to-lead SLAs
A speed-to-lead SLA is a promise about how fast a new lead hears from you, for example "an SQL gets a first call or email within 2 business hours of getting an owner". For what to say in that first touch, see these follow-up email templates for new leads. SLAs are on the Professional plan. Set them for each audience at Settings › CRM › Speed to lead.
Each stage can have one SLA, and an audience up to five. If you sell with calls or demos and you're on Professional, the CRM setup questions add "SQL, 2 business hours" for you.
Business hours are set on the same card, and default to Monday to Friday, 09:00 to 18:00 in the audience's timezone. A member who has set their own working hours and timezone in Your assignment settings has their own hours used for their leads instead.
What counts as a first touch
The SLA clock starts when a lead in the policy's stage has an owner. It stops at the first of:
Marketing and journey emails don't count, and neither do notes. If the lead leaves the stage or loses their owner, the clock is cancelled; a new owner gets a new clock. The lead's timeline records the first touch and whether it was within the SLA.
When an SLA is missed
crm.sla_breached event fires, so a journey can act on it. The Speed-to-lead escalation template uses it to give the lead to someone else. Before that, a lead whose first touch is due within the hour shows in My queue as SLA due soon. The contact's profile shows the same on its First touch row: when it's due, how overdue it is, or when the lead was touched.
The SLA report
The Speed to lead card ends with a report for the last 30 or 90 days: the share of leads touched within the SLA, the median and 90th-percentile time to first touch, and the number of breaches, overall and for each owner.
Notifications
CRM notifications appear under the bell, on the Notifications tab. Some also come by email.
| When | In the app | By email |
|---|---|---|
| Someone assigns you a task | Yes | No |
| A task with a due time falls due | Yes | Yes |
| A teammate @mentions you in a note (Professional) | Yes | Yes |
| A lead you own misses its SLA (Professional) | Yes | Yes, to the owner |
| A journey couldn't find anyone to assign a contact to | Admins | No |
| Your morning digest: tasks overdue or due today | No | At 08:00, on days you have some |
Need Immediate Help? Contact our support team at support@spreeflo.com or check our other guides for more information.