Lead Management User Guide

Note: Starting with the July 2026 release, this page has been converted from PDF to a standard documentation page to make it easier for agents to access and use. Click HERE to view the prior PDF version of this guide in a new tab. 

Table of Contents

• Introduction
  • Sample Use Cases
• Lead Records
• Lead Stages
• Overall Navigation
• Lead Creation
  • Manual Entry
  • Import – Ad Hoc and Recurring
  • Journeys
  • API
  • Not Supported
• Referral Partner Management
• Lead Sources and Routing Policies
  • Lead Sources
  • Routing Policies
  • Fallback Policies
  • Routing Filters and the Policy Canvas
• Viewing and Managing Leads
  • Lead Details Slide-Out Panel
  • Lead Details on the Contact Record
• Reporting and Analytics
• Current Limitations
  • Contact Matching
  • Lead Stages
  • Campaign Builder
  • Routing Policies

Introduction

Lead management (LM) delivers the foundational infrastructure for capturing, routing, assigning, managing, and tracking mortgage leads in Total Expert. This includes:

• Creation and storage of lead opportunities linked to contacts
• Lead sources and optional routing policies with automated routing and assignment rules
• Manual lead assignment and reassignment
• Activity logging for key lead activities such as Lead Created, Lead Assigned, Lead Reassigned, Lead Stage Change
• Standard set of pre-defined lead stages
• Enhancements to pipeline views that:
  • Display leads
  • Support filtering based on lead attributes
• Email notifications to users when leads are assigned
• Compatibility with other TE systems, such as customer intelligence (CI) and journeys, as upstream generators of new leads

Each lead record is associated with a parent contact record. A single contact record may have many lead records.

Note
The "lead management" (LM) feature being described here has some similarities to, but is distinct from, the previous feature known as "advanced lead management" (ALM).

Lead Management is intended to help mortgage and lending organizations increase conversion, retain customers, and give LOs a modern, intuitive system for managing new business. Across the industry, lenders struggle with fragmented lead workflows, slow response times, inconsistent assignment rules, and limited visibility into who is working what—all of which lead to missed opportunities and churn. LM centralizes and standardizes this critical process inside Total Expert.

LM is designed for mortgage lenders, particularly those who:

• Operate in referral-based purchase markets
• Rely heavily on loan officer relationships and partner-driven opportunities
• Use Total Expert's CI tools as a source of insight-driven leads
• Need a unified system to manage inbound, partner, and automated lead creation

For these organizations, LM serves a broad set of roles:

• Loan officers (LOs) and loan officer assistants (LOAs)
• Sales managers, branch managers, and team leads
• Marketing managers and demand generation teams

Sample Use Cases

Administrator

• Creates lead sources and routing policies
  • Applies routing filters to users in these policies
  • Pauses and unpauses routing to specific users
• Manually creates a lead in the UI
• Selects a lead source for that lead
• Assigns the lead directly to a user orroutes the lead based on the routing policy for that lead source
  • The routing policy definition redistributes leads to available team members.
• Pauses routing to an LO temporarily

Loan Officer

• Manually creates a lead in the UI from a referral
• Immediately reaches out, logging the outcome and adding a note about the conversation

Automation

• CI triggers an insight.
  • The insight triggers a journey.
  • The journey automatically creates a lead and assigns it according to the routing policy for the lead source specified in the journey operator (or, as an override option, to the LO that owns that relationship).
• A lead status change triggers a journey.

All Users

• View leads in pipeline views based on saved lists and views that an administrator has configured
• View lead attributes in pipeline views
  • Apply filters based on these attributes
  • Sort columns based on these attributes

Lead Records

A lead record is like a child of a contact record. A contact can have 1 or more leads, with each lead representing a sales opportunity with that contact. There is no limit to how many leads a contact can have, but more than 100 leads per contact cannot be displayed in pipeline views.

All leads have the following attributes. Those with a red asterisk (*) are required when creating or editing a lead.

Note
As of the initial release, these fields are not set up to use as Liquid tags in email or other templates. Neither is there any way of creating custom fields for a lead record.

• Lead ID (system generated; cannot be passed in via the importer or reset manually)
• Created Date (system generated; cannot be passed in via the importer or reset manually)
• Updated Date (system generated; cannot be passed in via the importer or reset manually)
• Lead Source*
  • Must be a valid lead source that has been configured for your organization; cannot be free-form text
• Assignee
• Lead Stage
• First Name (on contact record)*
• Last Name (on contact record)*
• Email (on contact record)**
  • **Either Email or Cell Phone is required on new lead creation, not both
  • Must be a properly formatted email address
• Cell Phone (on contact record)**
  • **Either Email or Cell Phone is required on new lead creation, not both
  • Must be a properly formatted phone number
• Referred By
  • Links to a Contact record as the structured referral source. Search for an existing contact by name, email, or phone, or create a new one inline from the lead. Both standard contacts and Co-Marketing Partner users can be linked. Clicking the Referred By field navigates directly to the referral partner's contact record.
  • A contact can be designated as an official Referral Partner. Designated Referral Partners are visually flagged on their profile and can be used as a filter in Pipeline Views.
  • A lead can have more than one referral partner (for example: Referred By, Realtor, Agent, Builder).
  • Existing free-text values from before this release are preserved and will not be overwritten or matched automatically.
• Loan Purpose*
  • Allowable values:
    • Purchase
    • Refinance - No Cash Out
    • Refinance - Cash Out
    • HELOC
    • Home Equity Loan
    • Reverse Mortgage
    • Second Mortgage
    • Construction Loan
    • Other
    • TBD (when the loan purpose is not yet known, this is the default)
• Loan Amount
• Property Type
  • Allowable values:
    • Single-Family
    • 2-4 Unit
    • Condo
    • Co-op
    • Manufactured Housing
    • Planned Unit Development (PUD)
    • Other
• Occupancy
  • Allowable values:
    • Primary Residence
    • Second Home
    • Investment
    • Other
• Credit Rating (Self Reported)
  • Allowable values:
    • Excellent
    • Good
    • Fair
    • Poor
• Estimated Purchase Price
• Down Payment
• Desired Timeframe
  • Allowable values:
    • Next 30 days
    • 3 months
    • 6 months
    • 6+ months
• Already Found Home?
  • Allowable values:
    • Yes
    • No
    • Unknown
    • [blank]
• First Time Buyer?
  • Allowable values:
    • Yes
    • No
    • Unknown
    • [blank]
• Veteran?
  • Allowable values:
    • Yes
    • No
    • Unknown
    • [blank]
• Property Address

Note
The values stored in lead record fields do not overwrite corresponding fields in the associated contact record (or vice versa).

Lead Stages

A standard set of lead stages is available by default. These are not customizable as of the initial release. The standard stages provide a foundation with standard, out-of-the-box reporting and analytics, reducing the need for custom reports.

In a future enhancement, users will be able to edit the display names of the standard lead stages, choose stages to enable or disable for their organization, and add additional stages.

Lead stages can be set automatically by outcomes. When configuring a new outcome, select the Advance Lead Stage to: checkbox and select the lead stage you want to associate with that outcome. Whenever that outcome is selected for a contact (from either the contact list, the contact details page, or the lead details slide-out panel), the associated lead is advanced to that stage. An outcome can only point to a single lead stage, but any number of outcomes can point to the same stage.

In the outcome drop-down list, outcomes configured to update the lead stage are visually flagged. Hovering over a flagged outcome displays a tooltip indicating which lead stage it will transition to. If you select a flagged outcome and link it to a lead, a message appears below the drop-down confirming the stage the lead will move to. This message does not appear if the lead is already at or beyond that stage.

Any user with access to the contact record can update the lead stage, with 1 exception. Users who have had a contact shared with them, and have no other relationship to an associated lead, cannot change the lead stage. They can view the current stage as read-only.

Overall Navigation

Navigate to Leads & Contacts → Contacts to access leads via their parent contact records.

Administrators can navigate to Leads & Contacts → Lead Distribution Hub to configure lead sources and routing policies.

Lead Creation

Manual Entry

You can manually create a lead record from any page header or directly from a contact record.

• From anywhere in TE: Click the Add menu (+ symbol in the header bar of every page) and select Create Lead.
  • Once you fill out the form, the system checks for an existing contact in the user's account (not across the entire organization) to attach the new lead to. If it does not find a matching contact record, a new contact record is created with that new lead attached.
• From the lead details slide-out panel: Click the +New Lead button on the left side of the panel.
• From the contact details page: Select the Leads tab and click the +New Leadbutton on the left side.
  • A lead record is created and attached to that specific contact.

The Create Lead box opens.

• If you selected the option from the Add menu, the form appears as shown. Fill out the form and click the Save button to create the new lead. Fields marked with red asterisks are required.
• If you selected the option from the lead details panel or the Leads tab on the contact record, you do not need to provide the contact details on the left side of the form, because they are automatically drawn from the contact record. Fill out the Lead Opportunity fields and click the Save button to create the new lead. Fields marked with red asterisks are required.

Note
When an administrator creates a lead, their view of the drop-down list under Lead Source includes a routing icon for any sources whose definitions include routing policies. This icon is not shown in the view for non-administrators.

Additionally, when an administrator selects a lead source with a routing policy, the policy (and fallback policy, if applicable) are listed. You then have the option to check a box to override these policies. If this box is checked, you must then select a specific user to assign the lead to.

For a non-administrator, the Lead Source drop-down list only displays lead sources that are not associated with a routing policy. Lead sources with routing policies are not visible or selectable. When a non-administrator creates a lead, it is automatically assigned to the user creating the lead.

A success message appears when the lead has been created successfully. Click the Go to Lead button to proceed directly to the lead details in the contact record page.

Import – Ad Hoc and Recurring

Select Import Data in the navigation menu and use the new Leads import type. The lead source is specified at the file level, meaning all leads in that file have the same source.

Tip
Download the new Leads template from the Data Imports page for a setup including all of TE's standard lead attribute fields. Otherwise you will have to map your columns to TE's fields during the import definition.

For all leads in an import file, the user can choose to either:

• Assign all leads in the file to a specific user
• Route all leads in the file based on the lead source and its accompanying routing policy

Journeys

Leads and their attributes can be used to configure a journey for contacts.

• Triggers
  • Lead Created
  • Lead Updated
  • Lead Stage Changed
• Actions
  • Create Lead
    • Specify lead source
  • Change Lead Stage
    • Select the lead stage to update the lead in context to.
    • Option to override routing and assign to contact relationship role:
      • the user who owns the contact record
      • the user whom the contact record is assigned to
      • the journey user in context
• Conditions
  • Lead Value
    • Any lead attribute can be used as a condition; this is similar to the existing Contact Value condition.
    • These can also be used as inline conditions.

API

API administrators can configure external systems to create and manage leads programmatically through TE's API framework rather than relying solely on manual work in the UI, data imports, and journey-triggered actions.

This enhancement allows integrations to generate or update leads directly in TE from external systems or partner platforms.

When accessing the API, users can use:

• GET – to retrieve information on existing lead records
• POST – to create new lead records
• PATCH – to update existing lead records

When creating a lead, the request must include, at a minimum:

• first name
• last name
• source
• either of:
  • phone number
  • email address

Optional fields you can include:

• contact ID of the contact record to attach the lead record to
• user ID of the TE user to assign the lead record to
• product type and product values (must be provided together)
• loan purpose (required when product is provided)
• stage ID and stage name
• referrer name (legacy free-text; for structured referral partner linking, use the UI or importer)

When updating an existing lead, the request must always include the contact ID of the contact record the lead is attached to.

See the full Postman documentation for working with leads via the API here: https://documenter.getpostman.com/view/1929166/total-expert-public-api/6Z2RYyU#95a16720-fefb-4598-8bf0-e718d3c369d1

Not Supported

• Lead capture apps (LCA)
• Single Property Sites (SPS)
• ALC (Rebel IQ)

Referral Partner Management

The Referred By field on a lead is a structured relationship to a Contact record rather than a free-text entry. Loan officers can search for an existing contact or create a new one directly from the lead to link as the referral source.

Linking a referral partner

1. Open a lead record and click the Referred By field.
2. Search for an existing contact by name, email, or phone number.
3. Select the correct contact to link them as the referral partner.

If the referral partner does not exist as a contact, select the option to create a new contact from the same field. The new contact is saved and automatically linked to the lead — no navigation away from the lead is required. Both standard contacts and Co-Marketing Partner users can be linked.

Designated Referral Partners

A contact can be marked as a Designated Referral Partner from their contact record. Designated partners are visually flagged on their profile page and can be used as a filter in Pipeline Views — set the Designated Referral Partner filter to Yes to show only leads that have a designated partner linked. The designation column displays Yes or blank for each lead. Designation can also be set via the Lead Importer and API.

Navigating between leads and referral partners

The Referred By field on a lead is a clickable link that navigates directly to the referral partner's contact profile. From the contact profile, a list of all leads referred by that partner — within the loan officer's own lead access — is displayed. Visibility follows standard permission rules: loan officers only see their own leads with that partner.

Referral Partners in Journeys

The Referral Partner can be used as a Journey trigger and condition, enabling automated communications such as a thank-you message when a lead is linked or a lead stage update as the lead progresses. This works similarly to existing Loan Participant Journey functionality.

Note

• A lead can have more than one referral partner.
• Existing free-text Referred By values from before this release are preserved and will not be overwritten or automatically matched to contact records.

Lead Sources and Routing Policies

Administrators can create and edit lead sources and routing policies by navigating to Leads & Contacts → Lead Distribution Hub. This page is organized into separate tabs for lead sources and routing policies; each shows a list of all the relevant items in that category and some basic details about each one. The Sources tab loads by default.

Click the Policies tab to switch to the list of routing policies.

Note
Only administrators have access to this page.

Lead Sources

A lead source is required on every lead and can optionally be used for routing if that configured lead source has a routing policy associated with it.

A lead source for a lead record is fully distinct from and independent of the source associated with a contact record. Specifically:

• A lead's Lead Source field is never set to match the contact's Source field.
• A contact's Source field is never set to match the lead's Lead Source field. For example:
  • When a new lead is created for an existing contact, the contact's Source field is not updated to match the lead's Lead Source field.
  • When a new lead is created and causes a new contact record to be created, the contact's Source field is not initially set to match the lead's Lead Source field.

To create a lead source:

1. Navigate to Leads & Contacts → Lead Distribution Hub.
2. Click the Create Lead Source button in the upper-right corner of the page.
3. In the Create Lead Source box:
   1. In the Source Name field, enter a distinctive name for the lead source. This name appears in the UI whenever a lead source is named. This can be edited later.
   2. In the System Key field, enter a unique name that contains no spaces or special characters. This name is used in the back end. This cannot be changed once the lead source is saved.
   3. (optional) In the Description field, enter text that describes what the lead source is and how it should be used.
   4. In the Primary Routing Policyfield, either:
      1. Select an existing routing policy from the drop-down list.
      2. Click the Create New button to open a slide-out panel. Fill out the form and click the Create button to add the new policy, then select it in the Create Lead Source box.
      3. Leave the field blank. In this case, the lead source does not rely on an automatic routing policy, and any leads with this source must be assigned manually.
   5. In the Fallback Routing Policyfield:
      1. If the Primary Routing Policy field was left blank, this must also be left blank.
      2. If you selected a primary policy, a fallback policy is required. Select or create a fallback policy to handle any leads that cannot be assigned by the primary policy. See Fallback Policies below for more details. You cannot save the lead source with a primary policy but no fallback policy, or with a fallback policy but no primary policy.
   6. Click the Save button.

When the lead source is submitted successfully, a success message appears at the top of the page.

Routing Policies

A routing policy determines which users are eligible to have certain leads assigned to them. This is done either by selecting teams of users and applying filters or by selecting a single user.

Any number of lead sources can be mapped to the same routing policy.

To create a routing policy:

1. Navigate to Leads & Contacts → Lead Distribution Hub.
2. Click the Create Routing Policy button in the upper-right corner of the page.
3. In the Create Routing Policy box:
   1. In the Policy Name field, enter a distinctive name for the routing policy. This name appears in the UI whenever a routing policy is named.
   2. Select the Routing Target:
      1. If you want lead assignments using this routing policy to be distributed among various members of a team, click the Team(s) button. Then, in the field below, select 1 or more teams whose members would be eligible to receive lead assignments via this routing policy.

Note
Once a routing policy using teams is created, you can refine its definition using the canvas later. See Routing Filters and the Policy Canvas below.

4. If you want all leads using this routing policy to be assigned to the same user, click the User button. Then, in the field below, select the specific user.

5. Click the Create button.

Fallback Policies

A lead source can optionally select a secondary routing policy to use as the "fallback" option when the primary policy's routing rules are unable to assign a lead. If the fallback policy is also unable to assign a lead, the lead is either:

• Unassigned, if a matching contact was found in the routing policy
• Rejected as an error, if a matching contact was not found (leads cannot exist in the system without a parent contact)

Routing Filters and the Policy Canvas

Routing logic and filters are configured in the canvas.

A routing filter is a way to control which types of leads a specific user can get. Administrators can filter which leads are routed to a user, based on information in the lead record.

Supported filters:

• Lead State(State License Match)
  • The filter checks the user's licensing against the state where the relevant property is.
  • The filter passes only if the lead includes a property state and the user is licensed in that state. (If either the user is not licensed in the property state or there is no property state, the user is excluded from routing eligibility.)
  • If no license data is present for the user, the filter does not pass and the user is excluded from routing eligibility. State licenses can be configured in the MLS/IDX Settings for the user.
  • There is no "preferred" versus "required" option for this filter as was the case in ALM. This is always treated as required.
• Property Zip Code
  • The filter only accepts 5-digit US ZIP codes or ZIP code prefixes of 1–3 digits. There is a cap of 100 ZIP codes or prefixes.
  • The filter passes only if the lead includes a property ZIP code and it matches the filter. (If the property ZIP code does not match or there is no ZIP code, the user is excluded from routing eligibility.)
• Loan Purpose
• Maximum Active Leads(Lead Volume)
  • The toggle must be switched on and a value provided for this filter to be in effect. That is, if this is not set, then no maximum is enforced.
  • The value refers to the number of unclosed leads (any stage except #8) assigned to a user.
  • The value cannot be set higher than 250. This is also the default value.
  • The filter only affects the routing of leads that come in via the specific routing policy. For example, if this value is set to 250 for Policy A, and the user already has 260, they cannot be assigned leads by Policy A, but they could have new leads assigned by Policy B or by direct assignment.
• (TBD) Credit Rating / Credit Score

Each routing policy includes an optional Bypass Routing for Existing Contact toggle, configurable from the policy canvas in edit mode. When enabled, if an incoming lead matches an existing contact record owned by a user in the routing policy's user pool, the lead is automatically assigned to that contact's owner rather than being distributed through the standard routing order. If no matching contact is found, the lead proceeds through routing as normal. The Policies list page includes a column indicating whether bypass routing is enabled for each policy.

To edit a routing policy:

1. From the Lead Distribution page, select the Policies tab.
2. Click the name of the routing policy you want to edit. The editing canvas opens.
3. Click the Edit button in the upper-right corner.
4. In editing mode, you can:
   1. Update the policy details in the upper-left corner.
   2. Toggle whether an individual user is active or paused for this policy by clicking either Pause or Resume in their box. (You might pause a user while they are on vacation, for example, and resume them when they return.)
   3. Edit the filters for an individual user by clicking Edit Filters in their box. This opens a slide-out panel where you can refine which lead attributes must apply to a new lead for the selected user to be eligible to have that lead assigned to them. Click the Apply button at the bottom of the panel to add the filters to the box for the user on the canvas.
5. When you have made changes that have not taken effect, there is an Unsaved Changes label in the upper-right corner of the page. If you click the Cancel button, those changes will be discarded, and the policy reverts to its last saved state.
6. When you are finished making updates to your users, click the Save button in the upper-right corner. A success message appears at the top of the page when the changes are saved successfully. Click the ← button in the upper-left corner to return to the Lead Distribution page.

Viewing and Managing Leads

Lead assignment email notifications:

• Users get an email notification every time a lead is assigned to them. A link in the email takes them directly to that lead record.
• Lead assignment email notifications can be turned off via an organization setting.

Pipeline views:

• Existing tabs and views will remain unchanged, though leads can be viewed and managed from existing pipeline views.
  • All lead attributes are available to use as columns and inclusion/exclusion filters, as desired.
• Users can filter pipeline views to show only contacts with leads, or to show unassigned leads.

Tip
Push pipeline view tabs and lists with LM attributes to teams of users that have LM access. Otherwise, these views would appear empty for non-LM users.

The My Contacts tab shows a summary of your applicable leads at the top and various attributes for each contact in the list. As always, you can configure the specific columns and filters and save views.

Click any segment of the ACTIVE PIPELINE BY STAGE chart, or the TOTAL LEADS or CLOSED tiles on either side to filter the contact list to show only contacts with a lead in the selected stage. This filter is applied in addition to any other filters that were already in effect. Click another segment or tile to change the stage filter to that option. Click the actively filtered segment or tile to remove the stage filter, while leaving any other selected filters in place.

Lead Details Slide-Out Panel

If a contact has more than one lead, but the applied filter in the view shows only a subset of those leads, a message is displayed with the contact information on the left side of the page. This yellow information box indicates that there are more leads for that contact, but they are not displayed because they do not match the applied filter.

Click anywhere in the row for a contact (other than the linked name or the Lead Stage drop-down list) to open a slide-out panel on the right side of the page. This panel lists all the leads associated with that contact. The details for the selected lead are shown; you can edit the details by clicking Edit at the top of the panel. Once you are satisfied with the changes, click the Save button. Any updates you make in the panel are reflected in the list still visible in the background in real time. If this results in a change in what should be visible due to filtering, that change is applied and the list is updated.

If you have access to delete the lead, you can do so by clicking Edit, then scrolling to the bottom of the panel and clicking the Delete Lead button. Click the Delete Lead button in the confirmation box to complete the action.

In this panel, you can create a new lead for the contact. Click the +New Lead button, fill out the form, and click the Save button. You can also take standard actions, including adding a note and/or outcome by clicking the icons next to the contact's name at the top of the panel.

You can jump to the details for a different lead for the same contact by clicking the lead heading on the left side of the panel. You can also jump to the lead details for a different contact by clicking a different contact row (not the linked name) in the main list in the background. This allows you to work with lead records without leaving the main contact list.

You can close the panel by clicking the X in its upper-right corner or by clicking the contact row for the highlighted contact in the background.

Lead Details on the Contact Record

Users with access to the contact record that a lead record is attached to can view that lead record by navigating to Leads & Contacts → Contacts, clicking on the contact's name to open the contact record, and selecting the Leads tab. The list of leads associated with the contact is shown on the left side of the page, and the details for the selected lead are shown in the main panel. This has all the same information and options as the slide-out panel in the contact list.

If you have access to edit the lead record, you can click Edit in the Lead Opportunity Details section. You can also update the lead status by selecting an option from the drop-down list from the summary tab on the left side of the page.

When you click Edit, you can enter or select new information for any editable fields on the lead record (some fields, such as the Lead ID are fixed). When you are finished making updates, click the Save button.

When you create a note on a contact record with at least 1 lead, with or without an outcome, you also have the option to select a lead that the note should be associated with. This helps in identifying and filtering the related lead activities in the Activity tab.

Administrator users can delete any note or outcome in their organization. Other users can only delete notes and outcomes associated with leads that are assigned to them.

Click the Activity tab to view information about all the activity recorded for the contact. This includes the following lead-related actions:

• Lead Created
• Lead Assigned
• Lead Updated
• Lead Stage Changed

You can also filter the list to show only lead-related actions.

Reporting and Analytics

A standard weekly and monthly report is available with data about leads for an organization. To access the report:

1. Navigate to Reporting & Analytics → Standard Reports.
2. Either:
   1. Click the Weekly Reports tab and select Weekly Lead Management Activity Report from the drop-down list.
   2. Click the Monthly Reports tab and select Monthly Lead Management Activity Report from the drop-down list.
3. Proceed as usual by selecting the desired date filter and downloading the report.

The Lead Management Activity Report provides comprehensive lead pipeline insights through unit- and volume-based metrics at both the individual and organization levels, empowering users, sales managers, and administrators to track performance and optimize engagement. This report has the following column headers:

Current Limitations

The initial release of Lead Management has a few limitations that will be addressed in future releases. They are documented here for awareness. As these features are enhanced, this document will be updated.

Contact Matching

When distributing a new lead via the relevant routing policy, the system does not check across the entire organization for an existing contact. It only checks the pool of users in the routing policy being used. If a matching contact record is not found among those users, a new one is created. This could result in duplicate contacts across the organization (but in different user accounts).

Lead Stages

The system supports a standard set of lead stages. These stages are not configurable or customizable by customers or TE staff.

Campaign Builder

There is no association between a campaign and a lead source or routing policy.

Routing Policies

Due to performance considerations, routing policies are limited to 50 users, even if more are selected as routing targets (teams). (This limit may increase in the future.) If more than 50 are included, the canvas will only show the first 50 and will only consider the truncated list for routing. The system goes in order of user ID, lowest to highest. The 51st user and beyond will not be included in the routing logic.

Note
When a lead comes in to be routed, the list of the "top" 50 users is generated at that time. This means any users that have been deactivated or do not have correct permissions are excluded, and the list populates until it finds 50 active, permissioned users.