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Using Agent Lead Routing Availability in Sierra CRM

Temporarily disable lead routing for specific users without removing them from rules in the Sierra Interactive CRM.

Table of Contents 

  1. Why This Feature Matters

  2. Step-by-Step Instructions

  3. Best Practices

  4. Troubleshooting Common Issues

  5. FAQs

Why This Feature Matters

Removing an agent from a routing rule to pause their leads means rebuilding that rule when they return. Agent Lead Routing Availability lets you skip that — pause delivery to any agent with a single toggle while keeping your routing rules exactly as they are.

Use this feature when:

  • An agent is on vacation or temporarily out of office
  • An agent is behind on follow-up and needs a pause in new lead delivery
  • You want to preserve your routing setup while adjusting who receives leads in the short term

Step-by-Step Instructions

Primary Managers and Manager-level Users can modify routing availability. Agent-level and Lender-level Users cannot change their own or others’ availability

Modify Availability in User Manager 

  1. Navigate to the Users tab > select Usersuser_tab
  2. Locate the agent you want to update.
  3. Find the Lead Routing Availability column in the user list.lead_routing_availability
  4. Click the toggle to turn availability on or off for that agent.
  5. Confirm your action in the overlay prompt.

What Happens When a User Is Made Unavailable

  • The agent remains listed in all lead routing rules but appears in a disabled state
  • New leads routed through account lead routing rules will not be assigned to them
  • The following are not affected by this setting:
    • Tracking links
    • Agent subdomains
    • Manual lead assignments
    • Lead ponds
    • Seller lead sites and single property sites

Special Cases to Know

  • If the only agent assigned to a routing rule is marked unavailable, that rule becomes inactive and no leads will route through it until an available user is assigned
  • If the catch-all user for a rule is marked unavailable, the rule also becomes inactive — make sure your catch-all is always an available agent
  • Follow Up Boss integration: If your account uses Follow Up Boss for lead routing, availability is managed within FUB directly — Sierra's routing availability toggle will not apply. Contact support if you're unsure which routing method your account uses.
  • IDX Only plan: Routing availability is not available on IDX Only plans.

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Best Practices

  • Use this feature instead of removing agents from routing rules as it preserves your setup and makes re-enabling simple when they return
  • Always re-enable agents as soon as they're ready to resume lead handling to avoid gaps in coverage
  • If multiple agents will be out simultaneously, review your routing rules to confirm an available catch-all user is assigned so rules with no available agents will go inactive
  • Agents are not notified when their routing availability is changed so communicate any pauses directly with your team to avoid confusion
  • Check your routing rule activity periodically to confirm leads are distributing as expected, especially after availability changes

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Troubleshooting Common Issues

  • A routing rule shows as "Inactive" after marking a user unavailable.
    Check whether all users assigned to that rule — including the catch-all — are marked unavailable. Add or re-enable at least one available user to reactivate the rule.
  • A user marked unavailable is still receiving leads.
    Solution: Routing availability only applies to account lead routing rules. Confirm whether the lead came in through a tracking link, manual assignment, agent subdomain, lead pond, or seller lead site — all of which bypass this setting.

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FAQs

  • Does marking a user unavailable remove them from routing rules?
    No. The agent remains listed in all rules but appears in a disabled state. No changes to your routing rule structure are made.
  • What happens to the catch-all rule if that user is unavailable?
    If the catch-all user is the only active user in the rule and they're marked unavailable, the rule becomes inactive. Assign a different available user as the catch-all to keep it running.
  • Can agents change their own availability?
    No. Only Primary Managers and Manager-level Users can modify routing availability settings.
  • Will this affect leads that come in through an agent's subdomain or tracking link?
    No. Routing availability only controls account lead routing. Leads from tracking links, agent subdomains, manual assignments, lead ponds, and seller lead sites are unaffected.
  • How do I reactivate a routing rule that went inactive?
    Go to your Lead Routing Rules and assign at least one available user to the rule, or re-enable a user who was previously marked unavailable.

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