Chapter 15: Teams, Hierarchies & Round-Robin Assignment

Managing a sales team of 5, 20, or 100 representatives requires structure. If incoming online leads are dumped into one unorganized pile, aggressive agents grab the best leads while newer or remote agents get nothing. Furthermore, leads get cold while waiting for someone to manually decide who should call them.

The Teams & Round-Robin Engine (/teams & /users) automates lead distribution, enforces organizational accountability, and ensures every inquiry is routed to the right specialist instantly.

#1. Organizing Your Sales Hierarchy: Teams

Clicking Teams in the sidebar opens your sales team structure. You can group agents by function, project specialty, or geography:

#2. Creating a Team & Assigning Members

To build a new team:

1. Go to Teams $\rightarrow$ Click + Create Team.
2. Enter the Team Name (e.g., "Luxury Residential Closers").
3. Select the Team Leader / Manager:
   • The team leader automatically receives visibility over all leads, follow-ups, and site visits assigned to their team members.
   • The team leader has authority to approve or reject deal closures (Won/Lost) for this group.
4. Select the Team Members: Check the boxes beside the sales executives who belong to this unit.
5. Link Assigned Projects: Choose which real estate projects this team is responsible for selling.
6. Click Save Team.

#3. Automated Round-Robin Lead Distribution

Round-Robin is an automated rotating mechanism that assigns incoming digital leads (from Meta Ads, 99acres, MagicBricks, or websites) equally among team members.

#Key Rules of the Round-Robin Engine:

1. Fair Allocation: Every agent receives an equal share of opportunities over the course of the day.
2. Project-Smart Routing: If Lead A inquires about Palm Meadows, the system automatically checks which team is assigned to Palm Meadows and runs round-robin only among that project's certified agents.
3. Availability / Attendance Awareness:
   • If an agent is marked Inactive or is on leave, the round-robin engine automatically skips them and hands the lead to the next active representative.
   • You never have leads sitting uncalled in the inbox of an agent who is on vacation!
4. Per-Team Togglable Distribution:
   • Round-Robin distribution can be toggled on or off for each team via Teams $\rightarrow$ Edit Team $\rightarrow$ Round-Robin Lead Distribution.
   • When Enabled (default), leads linked to the team's projects are automatically distributed in rotation among active executives.
   • When Disabled, leads remain Unassigned (user_id = null), allowing team leaders to manually evaluate and assign leads or permit agents to claim them from the pool.
5. Instant Ring Alert: The exact second the lead is assigned via round-robin, the winning agent receives a native push notification on their phone and laptop:

   "🚨 New Lead Assigned: You have been assigned Amitabh Verma (Palm Meadows). Tap to call now!"

#4. User Management: Adding & Managing Team Members

Under Team & Operations $\rightarrow$ Users (/users), administrators can manage company staff:

• Add New User:
  • Name, Email, Phone Number, Job Designation.
  • Role: Company Admin, Sales Manager, or Sales Executive.
  • Initial Password (user will be prompted to customize upon first login).
• Activate / Deactivate Users:
  • When an employee leaves the company, toggle their status to Inactive.
  • Inactive users are instantly locked out of the CRM, their active sessions are destroyed, and their leads can be bulk-reassigned to remaining team members in 1 click.
• Password Reset: Admins can trigger a password reset email or set a temporary password directly if an agent is locked out.

#5. User Impersonation (Admin Support & Training Tool)

Sometimes an agent reports an issue: "I can't see the site visit button for my client" or "My dashboard numbers look different."

Instead of asking the agent for their password or walking across the office to look at their screen, Company Administrators can use User Impersonation:

1. Go to Users.
2. Click the three dots (⋮) beside any team member's name.
3. Click Login as User.
4. The CRM temporarily switches into that agent's exact viewpoint. You can see their assigned leads, pipeline board, and permissions exactly as they see it.
5. When you finish troubleshooting, click the bright blue Stop Impersonating banner at the top of your screen to return instantly to your administrator account.

#6. Designing Your Shift Roster & Fair Lead Distribution Policies

A great CRM is only as effective as the operational discipline behind it. To maximize digital ad conversion and keep your sales team motivated, leadership should establish clear distribution policies:

#1. Daily Inbound Lead Caps (Preventing Agent Burnout)

• When telecallers are flooded with 40 or 50 new leads in a single morning, call quality plummets. Agents rush through conversations, fail to ask qualifying questions, and forget to log follow-up tasks.
• Recommended Practice: Set an operational cap of 15 to 20 fresh leads per telecaller per day. Once an agent reaches their daily cap, the round-robin engine diverts subsequent leads to teammates with lower workloads.

#2. Speed-to-Lead SLA & Automated Escalation Re-Routing

• In online real estate advertising, contacting a lead within 5 to 15 minutes increases conversion rates by up to 391%. After 60 minutes, the buyer has likely clicked on a competitor's ad or forgotten submitting the inquiry.
• Enforcing the SLA Rule:
  • If an agent is assigned a lead during working hours (9:30 AM – 7:00 PM) and does not log a call attempt or message within 20 minutes, the system generates an urgent alert to the Team Leader.
  • If 45 minutes elapse with zero contact, the Team Leader reassigns the lead with 1 click to an active representative on the floor.

#3. Handling Night-Time & After-Hours Inquiries (8:00 PM to 9:00 AM)

• Online buyers frequently browse Instagram, Facebook, and property portals late at night between 10:00 PM and 1:00 AM.
• Calling a customer at 11:30 PM is unprofessional and invasive.
• The Ideal After-Hours Workflow in SG Lead Pro:
  1. The inquiry is ingested instantly by the webhook engine.
  2. The system sends an immediate automated WhatsApp confirmation (Template #1: "Thank you for your interest! We have received your inquiry. Our property consultant will connect with you tomorrow morning at 10:00 AM.").
  3. The lead is held in the Morning Priority Queue.
  4. At 9:30 AM the following morning, round-robin activates, evenly distributing overnight leads to the morning shift agents for immediate first-hour calling.

#7. Advanced Distribution Modes: Weighted & Tiered Routing

Not all sales executives possess the same closing experience, and not all leads have the same financial value. SG Lead Pro supports specialized routing strategies:

#1. Weighted Round-Robin (Experience-Based Allocation)

If you have senior top-closers alongside junior trainees, equal distribution may not be optimal for revenue:

• Senior Closer (Rajesh): Weight ratio of 3 (Receives 3 leads for every 1 lead given to a junior).
• Intermediate Agent (Sneha): Weight ratio of 2.
• New Trainee (Amit): Weight ratio of 1 (Protected from overload while completing induction).

#2. Budget-Tiered Routing

Real estate inquiries range from modest studio flats to ₹10 Crore luxury penthouses:

• Inquiries with budget criteria $\le$ ₹75 Lakhs automatically route to the Mass-Affordable Residential Team.
• Inquiries with budget criteria $\ge$ ₹2 Crores automatically route to the High-Net-Worth (HNI) Luxury Division, where senior consultants handle private presentations.

#3. Language & Geography Routing

• In diverse property markets, buyers often prefer discussing legal terms, payment schedules, and family considerations in their native tongue.
• Leads indicating specific regional preferences or coming from specific city pincodes can be automatically assigned to agents fluent in Hindi, Marathi, Gujarati, Telugu, Tamil, or Kannada.

#8. Employee Offboarding & Pipeline Reallocation SOP

When a sales executive resigns or is terminated, their assigned leads and ongoing deals must be transferred immediately to prevent customer neglect or data theft:

#Step-by-Step Reallocation Procedure:

1. Deactivate User Account: In /users, toggle the departing employee to Inactive. This immediately terminates active browser sessions on all devices.
2. Review Open Pipeline: Open the Kanban board or Lead Index filtered by the departing agent's name. Check how many leads are in Site Visit Scheduled, Negotiation, or Token Booking Pending.
3. Execute Bulk Transfer:
   • Go to Leads.
   • Filter by Assigned Agent = [Departing Employee] and Status = Active.
   • Select all leads using the master checkbox.
   • Click Bulk Actions $\rightarrow$ Reassign Leads.
   • Choose the recipient agent (or distribute evenly across the remaining team via Round-Robin).
   • Enter an audit note: "Bulk transfer due to employee offboarding - authorized by Sales Director".
4. Notify Active Pipeline Buyers: Dispatched a brief WhatsApp or email update to active prospects in negotiation:
   • "Dear [Client Name], we wish to inform you that your file for [Project Name] has been transitioned to our Senior Sales Consultant, [New Agent Name] ([Phone Number]), who will assist you moving forward."