--- title: Working Shared Leads with Sierra Lead Ponds (Agent Guide) description: Learn how to find, work, and claim shared leads in Sierra Interactive Lead Ponds, understand lead states, and use best practices to win and follow up faster. image: https://www.sierrainteractive.com/wp-content/uploads/2022/07/Website-Preview-V2A.jpg --- [Skip to content](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-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 # Working Shared Leads with Sierra Lead Ponds (Agent Guide) ## How to find, work, and claim leads from shared ponds in the Sierra Interactive CRM.   **Are you a Primary Manager or Manager?** Looking to *set up* Lead Ponds instead of working them? Visit:*[Setting Up and Managing Sierra Lead Ponds (Manager Guide)](https://help.sierrainteractive.com/helpcenter/setting-up-and-managing-sierra-lead-ponds-manager-guide?hsLang=en)* ### Overview Lead Ponds in Sierra make it easy for teams to collaborate on unassigned leads. Instead of routing every new lead directly to one agent, you can hold them in a shared “pond” — giving multiple team members a chance to review, claim, and work those leads quickly. This guide explains what Lead Ponds are, how they function, and how agents and managers use them day to day. --- ### Table of Contents 1. [What Lead Ponds Are](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#what-lead) 2. [Why They’re Useful](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#useful) 3. [Accessing Lead Ponds](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#accessing) 4. [Understanding Lead States](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#understanding) 5. [How to Work Pond Leads](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#work) 6. [What Agents Can Do (Based on Permissions)](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#can-do) 7. [Best Practices](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#best) 8. [Troubleshooting Common Issues](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#issues) 9. [FAQs](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#faqs) --- ### What Lead Ponds Are A **Lead Pond** is a shared space in your Sierra CRM where multiple agents can access a pool of leads that haven’t yet been assigned to anyone. You might think of it as a “waiting room” for new or unclaimed leads — visible to a group, but owned by no one until claimed. Common use cases include: - New inbound internet leads - Inside sales or ISA teams - Long‑term nurture or re‑engagement pools - Reassigned or unclaimed opportunities --- ### Why They’re Useful Lead Ponds give your team flexibility and accountability. - **Faster Response Times:** Any available agent can grab a new lead instead of waiting for it to be assigned. - **Fair Distribution:** Everyone in the pond has equal access, so lead volume stays balanced. - **Team Collaboration:** Managers can easily see who’s engaging with pond leads and how quickly they’re being claimed. - **Built-in Transparency:** Every claim and follow-up is tracked within the lead record for full visibility. [back to the top](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#top) --- ### Accessing Lead Ponds You’ll find all shared Lead Ponds under your **Leads** tab. 1. Navigate to **Leads \> Leads Dashboard.** 2. Select the **Ponds** view at the top of the page.![pond\_leads](https://help.sierrainteractive.com/hs-fs/hubfs/pond_leads.png?width=670&height=281&name=pond_leads.png) 3. Choose a specific pond from the dropdown to see all leads currently available.  **💡** If you don’t see any ponds listed, your manager may not have granted access yet. Contact your team leader to confirm your permissions. --- ### Understanding Lead States ![lead\_pond\_working\_column](https://help.sierrainteractive.com/hs-fs/hubfs/lead_pond_working_column.png?width=670&height=208&name=lead_pond_working_column.png) | State | What it Means | Who Can See It | | --- | --- | --- | | **Not Working** | The lead is unclaimed and open to everyone in the pond | All agents in the pond | | **Working** | The lead has been claimed by an agent and is being actively worked. It is hidden from other agents. | That agent + managers | | **Pending Approval** | The agent has requested to claim the lead, but manager approval is required before ownership transfers. | Agent + managers | **Important:** If a claim request is submitted, the time limit no longer applies while the request is pending. The lead remains locked until a manager approves, denies, or the agent returns it to the pond. Agents can resubmit a claim request if a previous request was denied or needs to be reconsidered. --- ### Working Pond Leads #### **Starting Work on a Lead** Any permitted contact action—such as calling, texting, or emailing—moves a lead into **Working** status and temporarily locks it. While working a lead: - The lead counts toward your maximum working lead limit - Other agents cannot access the lead - You are expected to follow up promptly #### **Claiming a Lead** Claiming converts a shared lead into an owned lead. Depending on team settings you may be able to claim immediately, or you may need to submit a claim request for manager approval When you find a lead you want to work: 1. Open the lead from the pond list. 2. Perform a permitted contact action. 3. Click **Claim Lead** in the top-right corner.![claim\_lead](https://help.sierrainteractive.com/hs-fs/hubfs/claim_lead.png?width=670&height=184&name=claim_lead.png) 4. If approval is required, the lead will move to **Pending Approval** until your manager reviews it. Once approved (or immediately, if no approval is needed), the lead becomes part of your personal pipeline under **My Leads.** #### **Returning a Lead to the Pond** If you can no longer work a lead, you can manually return it so other agents can follow up.  To return a lead: 1. Open the lead record. 2. Click **Return to Pond**. ![return\_to\_pond](https://help.sierrainteractive.com/hs-fs/hubfs/return_to_pond.png?width=670&height=184&name=return_to_pond.png) 3. Confirm the action. The lead moves back to **Not Working** and becomes visible to all pond agents again. Leads also return to the pond automatically when: - The working time limit expires. - A manager reassigns the lead. [back to the top](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#top) --- ### What Agents Can Do (Based on Permissions) Agent permissions are controlled by managers and may vary by pond. Depending on your access, you may be able to: - Add or remove tags - Edit listing alerts or saved searches - Add leads to call lists (bulk actions place leads into Working) - Contact leads via approved channels (call, text, email, onsite message, voicemail) Any allowed communication places the lead into Working status. [back to the top](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#top) --- ### Best Practices - Work only leads you intend to follow up on immediately. - Avoid holding leads without activity — **Working** status is temporary, not ownership. - Claim a lead promptly if you intend to own it; return it to the pond if you don't plan to follow up. - Return leads you cannot work so other agents can act on them. - Check your working lead limit before starting a bulk action — adding leads to a call list counts against it. [back to the top](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#top) --- ### Troubleshooting Common Issues - **Leads appear unavailable or I can't open one.** You may be at your maximum working lead limit. Return or claim a current lead to free up capacity before opening others. - **The Claim Lead button is missing.** The lead may already be in **Working** or **Pending Approval** status. Check the lead state or contact your manager. - **I submitted a claim request but nothing has happened.** The lead remains locked until a manager approves or denies the request. If it's been a while, follow up with your team leader. You can also return the lead to the pond and resubmit your request later. - **Approval is taking a long time and I'm worried the lead will expire.** The working time limit is paused while a claim is pending, so the lead won't expire on you. Reach out to your manager to expedite the review. [back to the top](https://help.sierrainteractive.com/helpcenter/working-shared-leads-with-sierra-lead-ponds-agent-guide#top) --- ### FAQs - **Why can’t I see a lead another agent is working?** Working leads are hidden to prevent duplicate outreach. Once the agent claims or returns the lead, it will become visible again. - **Does Working mean I own the lead?** No. Working status is temporary and only locks the lead while you're actively engaging with it. Ownership transfers only after the lead is claimed. - **Why did a lead disappear from my view?** It may have been claimed by another agent, returned to the pond, or reassigned by a manager. Check with your manager if you believe it was claimed in error or reassigned unexpectedly. - **Can I resubmit a claim request if it was denied?**Yes. Claim requests can be resubmitted if circumstances change. - **What happens if I never manually return a lead?** If you don't return it, the lead will automatically go back to the pond once your team's working time limit expires. 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