These tools are for owners, admins and team managers. Reps see the parts that affect them.
Leave cover
When someone is going on leave, open Settings › Users, select the palm-tree icon (Set leave and cover) next to their name, and pick the dates and who covers for them. Reps can set their own leave too.
While they're away:
- New leads routed to them go to the cover person instead.
- Their notifications (replies, reminders, approvals) are copied to the cover person.
- The cover person sees a Covering for… card on their Today screen with the away person's overdue and due-today work.
Nothing changes owner, so everything is back to normal when they return.
Handing over someone's work
When a rep leaves or changes role, select the arrows icon (Hand over their work) next to their name. You'll see how many open opportunities, leads, contacts, organizations, activities and sequence enrolments they have, and can move any of them to a colleague in one go. Their scheduled emails are cancelled (they'd send from the old mailbox), and sequences pause if the new owner hasn't connected a mailbox yet. Removing a user also offers a handover first.
Lead routing
Settings › Lead routing decides who gets new leads and opportunities from forms, imports and the API. Rules are checked top to bottom; the first match wins.
- Conditions: source, state, postcode (ranges such as
3000-3207), country, value, email domain, or any custom field. - Assign to one person, take turns (round robin) or give it to whoever has the fewest open leads (least loaded).
- People on leave are skipped. Set most open leads at once per person to stop anyone being overloaded.
- Fill in the test fields to see where an example lead would go.
Team alerts and the office TV
Settings › Team alerts & TV posts wins, accepted quotes and contest results to a Slack or Microsoft Teams channel. Paste the channel's incoming webhook link, choose what to post (for example, only wins over $5,000) and send a test.
Turn on the TV link for a full-screen leaderboard (this month's won value, this week's new opportunities and activities, active contests) that refreshes itself. Anyone with the link can see it, so keep it on office screens and rotate it if it leaks.
Sales contests
On Goals, managers can start a contest: most won value, most wins, new opportunities, activities, calls or meetings, over any dates, with an optional prize. Everyone sees the live standings, and the winner is announced in your team chat when it ends.
Ramp and capacity
New reps aren't expected to hit a full target on day one. Set each person's start date and your ramp plan (for example 25%, 50%, 75% for months one to three) on Reports › Capacity. Their targets on Goals are scaled automatically and marked Ramping.
The capacity page shows, for the quarter:
- Target, won, forecast and the gap to target, for each rep and the team.
- Coverage: open pipeline closing this quarter divided by what's left to win. Around 3× is healthy.
- Pipeline needed at each rep's win rate (the team's rate is used until they have five closed deals).
- Headcount: how many fully ramped reps it would take to close the gap, based on what a rep has won per quarter over the last year.
Win/loss and forecast accuracy
Reports › Win/loss breaks down why opportunities are lost, which competitors you lose to, and win rates by rep, deal size and product. Set your list of lost reasons in Settings › Sales process; reps choose one (and the competitor) when they mark an opportunity lost.
Reports › Forecast accuracy compares what each rep committed at the start of each month or quarter with what they actually won, and rates how much you can rely on their forecast.