Lead distribution and response times

Lead distribution that keeps every enquiry moving

Propfusion hands each new lead from Property Finder, Bayut, Dubizzle, WhatsApp, Facebook or your website to an agent on the matching plan and starts a response timer. If the agent does not act in time, the lead moves to the next agent on the plan. In the app, agents get the alert and claim pool leads, and the latest app update adds their response times.

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  • Round robin, single pass or pool
  • Hand-over on a missed response
  • Pool Guard deadlines
Propfusion CRM: Lead distribution plans by portal source, each with a strategy, team size, response SLA and pool-guard deadline
Propfusion app: Team lead-response report with median response against a 15-minute target, on-time rate, untouched leads and team health

How it works

How a new lead finds its agent

Set a plan up once in the web CRM. Every lead that matches it follows the same steps.

  1. Step 1: Set up a plan

    In the web CRM, pick the lead sources, the category and the agents, then choose round robin, single pass or an open pool.

  2. Step 2: The agent is alerted

    Each matching lead is assigned at once, or put in the shared pool on a pool plan, and the agent is notified. The response clock runs during the plan's working hours.

  3. Step 3: No response, next agent

    Miss the response time and the lead moves to the next agent on the plan. Pool Guard adds a hard deadline on top.

Inside a distribution plan

Plans live in the web CRM under Settings > Lead Distribution, where staff who can manage settings create and edit them.

Plan settings

One screen decides who gets the lead

Choose the lead sources and one category (Sell, Rent, Enquiry or all), then the agents and how leads are shared: round robin, single pass or an open pool. In round robin, a weight of 2 gets an agent twice as many leads.
  • Max open caps the open leads each agent holds, and agents at their limit are skipped. It is not a daily quota.
  • An escalation path with the response threshold, escalation users and a daily rotation limit
  • Pool Guard with a hard deadline, and the option to count any edit to the lead as a response
  • Holiday blackout dates, and on a saved plan, What Happens Next showing who gets the next 8 leads
Propfusion CRM: Lead distribution plan with weighted round robin, max-open limits per agent, an escalation path, Pool Guard and a next-8 preview

One lead, start to finish

From new enquiry to an agent who answers

Follow one lead through a plan, from the moment it arrives to the reports that follow it. Every screen is the real product.

  1. 1Arrive

    A new lead lands, and the agent hears at once

    The lead is assigned the moment it arrives, even out of hours. The agent gets a notification that opens the lead and stays in their inbox, plus a WhatsApp message with a link when their number is saved with its country code.

    Propfusion CRM: Notifications inbox with the New leads chat open, showing Call, WhatsApp and Open lead buttons

  2. 2Respond

    A clear response time, and a clear rule for what counts

    Set the response time for each plan in minutes or hours; the clock only runs in working hours. By default it stops when the agent adds a follow-up or a note, sets a future reminder, or the lead's stage changes, and a call or WhatsApp tap alone does not. An admin can also choose to count any edit to the lead.

    Propfusion CRM: Plan settings with a 20-minute response threshold, 3 rotations a day, an escalation user and a 24-hour move-to-pool deadline

  3. 3Rotate

    Missed it? The next agent gets the lead

    If the agent has not responded in time, the lead moves to the next agent on the plan, who is notified. Propfusion checks once a minute, a daily limit (3 rotations by default) stops one lead going round all day, and the Distribution Audit records every hand-over.

    Propfusion CRM: Distribution audit listing each assignment with strategy, agent, responded or rotated status, response time and plan

  4. 4Pool Guard

    A hard deadline that rotations do not reset

    Pool Guard counts from the first assignment, 24 hours unless you change it, and rotations do not reset it. If nobody has responded by then, the lead goes to the shared pool, the escalation users are alerted, and agents claim it on the web or in the app.

    Propfusion app: Shared pool leads with area, budget and beds, and a Claim Lead button on each

  5. 5Report

    See where leads stall, and who answers fastest

    Distribution Analytics covers the last 7, 30 or 90 days: leads distributed, rotations after a missed response time, average response time, escalation and pool-prevention rates, and an agent leaderboard sorted by fastest average response.

    Propfusion CRM: Distribution analytics over 90 days with leads distributed, rotations, average response, escalation rate and an agent leaderboard

Screens show the Propfusion Demo Realty sample workspace. All people, listings and numbers are fictional.

Defaults

Where a new plan starts

The settings a new plan starts with, which each plan can change, and how often Propfusion checks them.

  • 30min

    Default response time on a new plan, set in minutes or hours.

  • 3a day

    Default rotation limit for one lead. Set it to 0 for no limit.

  • 24hours

    Default Pool Guard deadline, counted from the first assignment.

  • 60sec

    How often Propfusion checks for missed response times and deadlines.

Reports that show who answers, and who lets leads slip

The Agent Leads report follows every assignment back to the agent, so coaching starts from facts rather than impressions.

Assignment & Loss History

Who kept their leads, and who let them go

The Agent Leads report shows, for each agent, how many leads were assigned, picked from the pool, lost or rotated away, and kept. Bring it to the weekly sales meeting instead of piecing the story together from the leads list.
  • Assigned, picked from the pool, lost or rotated, and kept, per agent
  • Export the table to CSV
  • Managers allowed to view all reports see every agent
Propfusion CRM: Agent leads assignment and loss history with assigned, pool-picked, lost or rotated and kept leads per agent

Response & Health

Response times against your own target

Response & Health ranks agents by their median time from assignment to first action, against your company's target: 15 minutes unless you change it. It also shows untouched leads, overdue follow-ups and an A to D health grade for each agent.
  • A health score from speed (40), untouched leads (30), overdue follow-ups (20) and coverage (10)
  • Grades: A from 85, B from 70, C from 50, otherwise D
  • In this report a Call, WhatsApp or email tap counts as action; the rotation timer keeps its own rules
Propfusion CRM: Response and health report with median response against a 15-minute target, on-time rate, untouched leads and a health score

In the app

Lead alerts, pool leads and response times on the phone

In the Propfusion app, agents get alerts for new and rotated leads and claim leads from the shared pool. The latest app update adds Agent Leads & Response in Profile, with an Overview tab and a Response & Health tab. Distribution plans stay in the web CRM, where admins set them up.
  • Alerts for new and rotated leads that open the lead
  • Claim Lead on the cards in the Pool Leads tab
  • With report access, agents see their own figures; people allowed to view all reports see the whole team
Propfusion app: Response-time ladder ranking agents by median response, with a grade, on-time rate and untouched leads for each
The response-time ladder, fastest median response first.

Also included

The details that keep distribution fair

Smaller settings that decide who gets a lead, and what happens when it goes quiet.

  • Sub-sources and sub-communities

    Narrow a plan to one campaign or one sub-community. When a general plan and a narrower plan both match, the narrower one is used.

  • Working hours and blackout dates

    Working hours or 24/7, working days and holiday blackout dates for each plan, in your company's timezone (Dubai unless changed).

  • Open pool plans

    A pool plan puts each new lead in the shared Pool Leads list and alerts every agent on the plan, who claim leads on the web or in the app.

  • Escalation users

    With Pool Guard off, a lead that has gone round the plan or hit the daily limit goes to the first active escalation user, and all of them are alerted.

  • The listing agent first

    With Prioritize Property-Agent matching on (the default), a lead tied to a listing's agent stays with that agent, who is still held to the response time.

  • Repeat clients, same agent

    Switch on Assign Repeat Leads to send a new lead whose phone number matches an existing lead to the agent on that contact's newest lead.

  • Watched stages

    When a lead enters a stage the plan watches, its agent keeps it but gets a response timer. Pool Guard's Per-Stage check gives each stage its own limit.

  • One-time or recurring checks

    One-Time stops checking after the first response. Recurring starts a new response timer each time the agent responds, so the agent has to keep working the lead.

  • Rescue plans and reminder rules

    On a schedule, move idle leads with no follow-up to other agents, to the pool or back through the matching plan, and alert agents about open leads with no activity.

Questions

Lead distribution questions

How does Propfusion decide which agent gets a lead?
A distribution plan matches the lead by source, sub-source, sub-community and category (Sell, Rent, Enquiry or all), then shares it out. Round robin gives leads to the plan's agents in turn, and a weight of 2 gets an agent twice as many. Single pass gives each lead to the first agent on the list who is active and below their Max open limit. A pool plan puts the lead in Pool Leads and alerts every agent on the plan to claim it.
What counts as a response?
By default, the response clock stops when the assigned agent adds a follow-up or a note or sets a future reminder, or when the lead's stage changes. A call or WhatsApp tap on its own does not stop it. An admin can also choose to count any edit to the lead.
What happens to leads that arrive out of hours?
They are still assigned at once, but the response clock only runs during the plan's working hours, in your company's timezone. Each plan also has its own working days and holiday blackout dates.
What if nobody responds at all?
Pool Guard sets a hard deadline, 24 hours by default, counted from the first assignment, and rotations do not reset it. When it passes, the lead goes to the shared pool and the escalation users are alerted. With Escalate Only, the lead stays with its agent and the escalation users are alerted instead. Separately, a daily limit (3 rotations by default, 0 for no limit) caps how often one lead is rotated.
Can agents work distributed leads from their phone?
Yes. In the Propfusion app, agents get the lead alerts and claim pool leads. The latest app update adds Agent Leads & Response in Profile, where staff with report access see response times and health grades. The plans themselves are set up in the web CRM under Settings > Lead Distribution, by staff who can manage settings.
How do managers check that plans are working?
Staff who can manage settings open Distribution Analytics, with rotations, average response time, escalation rate and an agent leaderboard for the last 7, 30 or 90 days, and the Distribution Audit, which lists every assignment with its status and response time, filtered by status or plan. The Agent Leads report shows who kept, lost or picked up leads.

Works hand in hand with

See who gets each lead, and how fast they answer

See distribution plans, response times and Pool Guard in a live demo, or start a free trial and set up your first plan.
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