💡Are you an Agent? Looking to work and claim leads instead of configuring ponds?
Visit: Working Shared Leads with Sierra Lead Ponds (Agent Guide)
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:
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Hold leads in shared pools
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Let agents work them before ownership
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Enforce limits, timeouts, and approval rules
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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
Why This Feature Matters
Lead Ponds balance speed and structure:
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Agents can respond quickly without waiting for manual assignment.
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Ownership is earned through action, not default routing.
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Limits and timeouts prevent hoarding or neglect.
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Managers retain visibility into all activity.
Accessing Lead Ponds
Navigate to Leads → Lead Ponds.
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.
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.
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.
Via Bulk Actions From the Leads list view, select multiple leads and use Bulk Actions to assign them to a pond.
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 |
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While a lead is in Working, it is hidden from other agents.
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Pending Approval pauses timeout until approved, denied, or returned.
Global Lead Pond Settings
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Access via Lead Pond Settings. These apply to all ponds unless overridden at the individual pond level.
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
Creating and Managing Individual Lead Ponds
Creating a New Pond
- Navigate to Leads → Lead Ponds.
- Click + New Pond.
- Fill in the pond settings (described below) and save.
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.
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:
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Working lead counts
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Claims and approvals
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Transfers
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Activity by agent, pond, or timeframe
This serves as your operational dashboard.
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
Limitations and Associations
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Only managers can assign action plans and drips to pond leads.
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All automated activity is associated with the pond’s default manager.
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Lender assignments persist through pond transfers.
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Not compatible with Follow Up Boss or Salesforce integrations.
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:
Use limits and timeouts as guardrails, not punishment.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
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 |
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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
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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. You can also view working status from the individual lead record.