--- title: Setting Up and Managing Sierra Lead Ponds (Manager Guide) description: Learn how to set up and manage Sierra Interactive Lead Ponds, control access and behavior, configure rules, and monitor agent activity for accountability. image: https://www.sierrainteractive.com/wp-content/uploads/2022/07/Website-Preview-V2A.jpg --- [Skip to content](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#main-content) [Contact Support](https://help.sierrainteractive.com/helpcenter/kb-tickets/new?hsLang=en) [![Sierra Interactive logo](https://help.sierrainteractive.com/hs-fs/hubfs/sierra%20interactive%20logo.png?width=250&height=34&name=sierra%20interactive%20logo.png)](https://help.sierrainteractive.com/helpcenter?hsLang=en) - [Sierra CRM Login](https://client.sierrainteractivedev.com/login.aspx?sn=sierrainteractive.com) - [Sierra Support](https://share.hsforms.com/1-PkIvKPkRJ2Oe4iP28LPugcrxj0?__hstc=240356316.ca34a03f98730f420ad639300528f2a2.1764955183725.1783970890126.1783975123568.351&__hssc=240356316.31.1783975123568&__hsfp=3cbed2008eb4c720102b6f72b9dd6767) - [Training & Learning](https://info.sierrainteractive.com/live-training-learning-opportunities) Show submenu for Training & Learning - [Sierra Academy](https://info.sierrainteractive.com/sierra-academy) - [Live Training Sessions](https://help.sierrainteractive.com/helpcenter/join-live-training-sessions-explore-sierra-learning-resources) Show submenu for Live Training Sessions - [Tuesdays 11AM ET](https://us02web.zoom.us/j/81520282538) - [Wednesdays 1:30PM ET](https://us02web.zoom.us/j/84246589732) - [Fridays 3PM ET](https://us02web.zoom.us/j/86964951435) - [Sierra YouTube Channel](https://www.youtube.com/@sierrainteractive/featured) - [Sierra Facebook Mastermind](https://www.facebook.com/groups/sierrainteractive) - [Referral Dashboard](https://www.sierrainteractive.com/customer-referral-dashboard/) - [Operations & Closures](https://info.sierrainteractive.com/sierra-interactive-observed-holidays) - [System Status](https://status.sierrainteractive.com/) Open main navigation Close main navigation - [Sierra CRM Login](https://client.sierrainteractivedev.com/login.aspx?sn=sierrainteractive.com) - [Sierra Support](https://share.hsforms.com/1-PkIvKPkRJ2Oe4iP28LPugcrxj0?__hstc=240356316.ca34a03f98730f420ad639300528f2a2.1764955183725.1783970890126.1783975123568.351&__hssc=240356316.31.1783975123568&__hsfp=3cbed2008eb4c720102b6f72b9dd6767) - [Training & Learning](https://info.sierrainteractive.com/live-training-learning-opportunities) Show submenu for Training & Learning - [Sierra Academy](https://info.sierrainteractive.com/sierra-academy) - [Live Training Sessions](https://help.sierrainteractive.com/helpcenter/join-live-training-sessions-explore-sierra-learning-resources) Show submenu for Live Training Sessions - [Tuesdays 11AM ET](https://us02web.zoom.us/j/81520282538) - [Wednesdays 1:30PM ET](https://us02web.zoom.us/j/84246589732) - [Fridays 3PM ET](https://us02web.zoom.us/j/86964951435) - [Sierra YouTube Channel](https://www.youtube.com/@sierrainteractive/featured) - [Sierra Facebook Mastermind](https://www.facebook.com/groups/sierrainteractive) - [Referral Dashboard](https://www.sierrainteractive.com/customer-referral-dashboard/) - [Operations & Closures](https://info.sierrainteractive.com/sierra-interactive-observed-holidays) - [System Status](https://status.sierrainteractive.com/) - [Contact Support](https://help.sierrainteractive.com/helpcenter/kb-tickets/new) Search Help Center - There are no suggestions because the search field is empty. 1. [Help Center](https://help.sierrainteractive.com/helpcenter?hsLang=en) 2. [Lead Generation & Capture](https://help.sierrainteractive.com/helpcenter/lead-generation-capture?hsLang=en) 3. [Lead Tracking](https://help.sierrainteractive.com/helpcenter/lead-generation-capture?hsLang=en#lead-tracking) August 10, 2026 # Setting Up and Managing Sierra Lead Ponds (Manager Guide) ## Control access, behavior, ownership, and accountability for shared leads in Sierra Interactive. **💡Are you an Agent?** Looking to *work and claim* leads instead of configuring ponds? **Visit:** [Working Shared Leads with Sierra Lead Ponds (Agent Guide)](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide?hsLang=en) ### Overview Sierra Lead Ponds allow you to share leads across your team while maintaining control, visibility, fairness, and accountability. Instead of assigning every lead immediately, you can: - Hold leads in shared pools - Let agents work them before ownership - Enforce limits, timeouts, and approval rules - Monitor performance and engagement centrally This guide explains how to fully configure and operate Lead Ponds as a Manager or Primary Manager. --- ### Table of Contents 1. [Why This Feature Matters](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#why) 2. [Accessing Lead Ponds](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#accessing) 3. [Adding Leads to a Pond](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#adding) 4. [Understanding Lead States](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#understanding) 5. [Global Lead Pond Settings](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#global) 6. [Creating and Managing Individual Lead Ponds](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#creating) 7. [Working, Claiming, and Returning Leads ](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#working) 8. [Monitoring Activity](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#monitoring) 9. [Lead Routing Integration](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#lead-routing) 10. [Limitations and Associations](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#limitations) 11. [Best Practices](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#best) 12. [Troubleshooting Common Issues](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#issues) 13. [FAQs](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#faqs) --- ### Why This Feature Matters Lead Ponds balance speed and structure: - Agents can respond quickly without waiting for manual assignment. - Ownership is earned through action, not default routing. - Limits and timeouts prevent hoarding or neglect. - Managers retain visibility into all activity. --- ### Accessing Lead Ponds Navigate to **Leads → Lead Ponds**. ![lead\_ponds](https://help.sierrainteractive.com/hs-fs/hubfs/lead_ponds.png?width=351&height=258&name=lead_ponds.png) From here, you'll find two main configuration areas: - **Lead Pond Settings** — Global defaults that apply across all ponds unless overridden at the pond level. Configure this first before creating individual ponds. - **Individual Ponds** — Each pond has its own name, agent access list, contact rules, and timeout settings. Primary Managers and Managers can access Lead Ponds by default. No additional permissions are required. [back to the top](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#top) --- ### Adding Leads to a Pond Leads can enter a pond through several paths: **Via Lead Routing Rules** Set a pond as the distribution type or fallback destination in your Lead Routing configuration. Leads that match the routing rule will flow into the pond automatically. See [Configuring Lead Routing Rules for Your Team](https://help.sierrainteractive.com/helpcenter/configuring-lead-routing-rules-for-your-team?hsLang=en). **Via Manual Assignment** Managers can move an individual lead into a pond from the lead record. Open the lead, locate the **Pond** icon, and select the target pond. ![add\_lead\_pond](https://help.sierrainteractive.com/hs-fs/hubfs/add_lead_pond.png?width=670&height=147&name=add_lead_pond.png) **Via Bulk Actions** From the Leads list view, select multiple leads and use **Bulk Actions** to assign them to a pond. ![bulk\_action\_lead\_pond](https://help.sierrainteractive.com/hs-fs/hubfs/bulk_action_lead_pons.png?width=222&height=361&name=bulk_action_lead_pons.png) [back to the top](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#top) --- ### Understanding Lead States | State | Meaning | | --- | --- | | **Not Working** | Lead is idle and visible to all agents with pond access | | **Working** | Lead is being actively worked by one agent | | **Pending Approval to Claim** | Agent has requested ownership | - While a lead is in **Working**, it is hidden from other agents. - Pending Approval pauses timeout until approved, denied, or returned. --- ### Global Lead Pond Settings - Access via **Lead Pond Settings**.  These apply to all ponds unless overridden at the individual pond level.  ![lead\_pond\_settings](https://help.sierrainteractive.com/hs-fs/hubfs/lead_pond_settings.png?width=670&height=96&name=lead_pond_settings.png) **Maximum Leads an Agent Can Work (per Pond)** Limits how many leads an agent can have in Working status at one time. This limit is per pond, not across all ponds combined. - If a user has a "Max Working Leads" value set in their user profile, that value overrides this global setting. **Require Manager Approval to Claim** Controls whether agents can claim leads directly or must submit a request. - **No** — Agents can claim directly after working a lead. - **Yes** — Agents must submit a claim request with a reason. When approving or denying, managers can leave a note that is visible to the agent and saved on the lead record for accountability and coaching. **Allow Agent-Level Users to Manage Tags** Controls whether agents can add or remove tags on pond leads. **Allow Agent-Level Users to Manage Listing Alerts** Controls whether agents can edit saved searches and market reports on pond leads. **Allow Agent-Level Users to Add Leads to a Call List in Bulk** Controls whether agents can bulk-add pond leads to call lists. - Adding a lead to a call list places it into Working status and counts toward the agent's max working leads. **Allow Agent-Level Users to Contact Pond Leads By** Controls which channels agents can use to contact pond leads: call, text, email, onsite message, or voicemail. Any permitted communication moves the lead into Working status. ⚠️ **Onsite message behavior:** If an onsite message is sent while a lead is in Working status, but the lead is returned to the pond before the lead views the message, the onsite message is automatically removed from the site. **Incoming Calls from Unworked Pond Leads** Controls how inbound calls from leads currently in Not Working status are routed. Options: - Route to the default user - Broadcast to pond agents - Broadcast to pond agents and the default user [back to the top](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#top) --- ### Creating and Managing Individual Lead Ponds #### Creating a New Pond 1. Navigate to **Leads → Lead Ponds**. 2. Click **+ New Pond**. 3. Fill in the pond settings (described below) and save. ![new\_pond](https://help.sierrainteractive.com/hs-fs/hubfs/new_pond.png?width=670&height=96&name=new_pond.png) #### Pond Settings **Pond Name and Description** Used to define the pond's purpose. Descriptive names help agents understand which pool they're working (e.g., "Long-Term Nurture," "Unclaimed Inbound"). **Assigned Agents** Controls which agents can access the pond — all agents, or only specific agents. You can also remove access or allow agents to transfer leads into the pond. **Default Manager-Level User** Receives claim requests and optional inbound call routing for this pond. **Pond-Specific Contact Rules** Choose whether to use the global contact method defaults or customize which channels agents can use for this pond. Communications initiated by manager-level users do not place a lead into Working status. **Time Limit to Claim a Lead** Controls how long an agent can work a lead before it automatically returns to the pond. ⚠️ Changing this setting affects leads that are currently in Working status, not just new activity. **Inbound Actions for Unworked Leads** Controls how inbound activity (form fills, replies, texts, emails) is handled when no agent is currently working the lead. Options: - Assign to default user - Do nothing - Assign to next agent #### Editing or Deleting a Pond To edit an existing pond, click the pencil icon from the Lead Ponds list and update any settings. Changes take effect immediately. To delete a pond, open the pond and select **Delete**. Leads currently in the pond should be reassigned or moved to another pond before deletion.![edit\_lead\_pond](https://help.sierrainteractive.com/hs-fs/hubfs/edit_lead_pond.png?width=670&height=80&name=edit_lead_pond.png) [back to the top](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#top) --- ### Working, Claiming, and Returning Leads  Agents initiate the working and claiming process — but as a manager, you have visibility and control over each stage. **Working a Lead** Any permitted contact action (call, text, email, etc.) places a lead into Working status and locks it from other agents. Managers can see which agent is currently working a lead from the Agent Activity tab. **Claiming a Lead** Agents claim directly or submit a request for approval, depending on your global settings. If approval is required, you'll receive the request and can approve or deny it with a note. That note is saved on the lead record. **Returning a Lead** Agents can manually return a lead to the pond at any time. Leads also return automatically when the timeout expires. As a manager, you can manually return a lead to the pond on behalf of an agent from the lead record.    ⚠️ If a claim request is submitted, the timeout is paused — the lead stays locked until you approve, deny, or the agent returns it. Agents can resubmit a claim request if a previous request was denied.  --- ### Monitoring Activity Use the **Agent Activity** tab to view: - Working lead counts - Claims and approvals - Transfers - Activity by agent, pond, or timeframe This serves as your operational dashboard. [back to the top](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#top) --- ### Lead Routing Integration In **Lead Routing**, you can route leads directly into a pond as a distribution type, or set a pond as a fallback destination when no agent claims a lead via other routing methods. Lead Ponds are supported for the following routing types: - **Claim with Timeout** — Lead is offered to agents; if unclaimed within the timeout window, it routes to the pond. - **Instant Call (No Delay)** — An immediate call is triggered; the pond can serve as a fallback if no agent connects. - **First to Claim** — The first agent to respond claims the lead; the pond catches unclaimed leads.   💡For full configuration steps, see[Configuring Lead Routing Rules for Your Team ](https://help.sierrainteractive.com/helpcenter/configuring-lead-routing-rules-for-your-team?hsLang=en) --- ### Limitations and Associations - Only managers can assign action plans and drips to pond leads. - All automated activity is associated with the pond’s default manager. - Lender assignments persist through pond transfers. - Not compatible with Follow Up Boss or Salesforce integrations. [back to the top](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#top) --- ### Best Practices - **Align Settings With Real Behavior** Your settings should reflect what you actually want agents to do, not just what’s technically possible. - **Use Limits to Encourage Action** - Low limits encourage focus and follow-up. - Short timeouts keep leads circulating. - Long timeouts and high limits allow leads to stagnate invisibly. - **Remember: Working = Exclusive** - When an agent starts working a lead, they temporarily reserve it. This is intentional and prevents multiple agents from contacting the same lead. - **Example of Time Limits:** | Scenario | Max Working | Timeout | | --- | --- | --- | | Hot inbound leads | 5–10 | 1–4 hours | | ISA teams | 10–20 | 1 business day | | Long-term nurture | 20–50 | 3–7 days | Use limits and timeouts as guardrails, not punishment. [back to the top](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide#top) --- ### Troubleshooting Common Issues | Issue | Cause | Fix | | --- | --- | --- | | Agents say leads are “missing” | Leads are in Working status and hidden from other agents | Lower max working leads and/or shorten timeout | | Everything feels locked up | Max working leads is too high and timeout is too long | Reduce max and reduce timeout | | Agents forget to claim | No urgency or reminder mechanism | Enable or shorten timeout, Train agents that *Working* is temporary, not ownership. | | Managers are overwhelmed with approvals | Approval is required but not operationally necessary | Disable approval or assign default manager |   --- ### FAQs - **Can agents stockpile leads?** Only if max working limits are set too high. Setting a reasonable cap per pond is the primary guardrail against lead hoarding. - **Does Working status mean ownership?** No. Working status is temporary and exclusive — it prevents other agents from contacting the same lead, but ownership only transfers when the lead is claimed or a claim is approved. - **What happens when timeout expires?** The lead automatically returns to Not Working status and becomes visible to all agents with pond access again. - **Can I move a lead from one pond to another?** Yes. Managers can transfer leads between ponds from the lead record. The lead's history, lender assignment, and tags carry over during the transfer.  - **Can I see which agent is currently working a specific lead?** Yes. The Agent Activity tab shows current working status by agent and pond. 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