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Using Agent Lead Routing Availability in Sierra CRM

Temporarily disable lead routing for specific users without removing them from rules.

 

Why This Feature Matters

 

 

The Agent Lead Routing Availability feature allows account managers to control who receives leads through automated lead routing. This is useful when:

 

  • A user is on vacation or temporarily unavailable

  • A user is falling behind on lead follow-up

  • You need to keep routing rules intact but pause delivery to a specific agent

 

 

 

Step-by-Step Instructions

 

 

 

1. Who Can Use This Feature

 

 

  • Primary Managers and Manager-level Users can modify routing availability

  • Agent-level and Lender-level Users cannot change their own or others’ availability

 

 

 

2. Modify Availability in the User Manager

 

 

  • Go to the User Manager in your admin dashboard

  • Locate the Lead Routing Availability column

  • Toggle availability on or off for any user

  • Confirm your action in the overlay prompt

 

 

 

3. Modify Availability in the User’s Profile

 

 

  • Open the User Profile of the agent you want to update

  • Use the Lead Routing Availability toggle

  • Confirm your action when prompted

 

 

 

4. What Happens When a User is Made Unavailable

 

 

  • They remain visible in lead routing rules but are shown as disabled

  • Their status only affects account lead routing, not:

     

    • Tracking links

    • Agent subdomains

    • Manual lead assignments

    • Lead ponds

    • Seller lead sites or single property sites

     

 

 

 

5. Special Cases to Be Aware Of

 

 

  • If the only assigned user in a routing rule is made unavailable, that rule becomes inactive

  • If the catch-all user is made unavailable, the rule also becomes inactive until modified

 

 

 

6. Exceptions Where This Feature Is Not Available

 

 

The feature is not available for:

 

  • Clients using Follow Up Boss lead routing (when FUB takes precedence)

  • Clients on an IDX Only plan

 

 

 

 

Best Practices

 

 

  • Use this feature instead of removing users from rules to preserve routing setups

  • Re-enable users when they return or are ready to resume lead handling

  • Regularly check routing rule activity to ensure proper coverage

 

 

 

Troubleshooting Common Issues

 

 

Issue: Lead routing rule shows “Inactive”

Fix: Check if all users in the rule have been marked unavailable. Update the rule with active users.

 

Issue: User marked unavailable still gets leads

Fix: Verify the lead wasn’t assigned via a tracking link, manual assignment, or agent subdomain.

 

 

FAQs

 

 

Does this remove the user from the rule?

No, they stay listed but will appear in a disabled state.

 

Will the catch-all rule still function?

Not if the unavailable user is the only one in it. You must assign a new available user.

 

Can agents change their own availability?

No, only Primary Managers and Manager-level Users can manage availability settings.