Inbox and sales

How to reassign a lead to another salesperson

Updated September 28, 2026

Step by step

1. Open the lead

   From the conversation (Lead details) or from the card in the Kanban.

2. Click Reassign

   In the Source salesperson section, click Reassign. Only managers and owners see the button.

3. Choose and explain

   Select the New salesperson (only active salespeople appear) and write the Reason, at least 3 characters long.

4. Confirm

   Click Reassign. The new owner and the previous one both get an on-screen notice.

What changes

• The lead moves to the new salesperson’s Mine queue and Kanban.
• The lead’s numbers (leads received, meetings, wins) start counting for the new salesperson in the reports.
• Sales recorded afterwards go, by default, to the new salesperson. Sales already recorded stay with the salesperson credited on them.
• The history logs “Lead reassigned — reason”, with the name of whoever did it.
• The new owner gets the notice “New lead for you”; the previous one, “Lead moved to …”.

The conversation stays visible to the whole team: there’s no “transfer conversation”; what changes is the lead’s owner.

Automatic reassignment: whoever replies first gets the lead

If a salesperson replies to someone else’s lead (or an unassigned one) before the owner has replied, the lead moves to whoever replied. The history shows “reassigned automatically — replied first”, and both get a notice. The rules:

• It only applies to salespeople. A manager who replies never takes the lead.
• If the owner has already replied at some point, the lead stays with them.
• After a manual reassignment by the manager, the automatic rule no longer applies to that lead.
• Internal notes, the auto greeting and messages sent straight from the phone don’t count.

Unassigned leads

A lead with No salesperson (for example, because nobody was available in the rotation) can be assigned by the manager the same way, with Reassign. Or it goes to the first salesperson who replies.

Example

Example with fictional data. Bruno, at Example Co., went on vacation with 14 open leads. The manager filters the Kanban by Salesperson “Bruno”, opens each card and reassigns it to Carla with the reason “Bruno on vacation”. Carla gets the notices, the leads show up in her queue and, at the end of the month, the meetings held with these leads count toward her goal.

Didn’t work? See…

• The Reassign button doesn’t show up: only managers and owners can reassign. See Roles and permissions.
• The person isn’t on the list: only active salespeople are included. Check in Settings › Team that they’re active and have the Salesperson role.
• A lead changed owners without anyone reassigning it: that was the first-reply rule. Check the lead’s history.

Frequently asked questions