Admins can temporarily pause distributing new leads to specific users. For example, when an agent goes on holidays, out of shift or already has too many leads. This is particularly helpful if the agent is in many different lead groups.
To pause new leads for a user, go to Admin > Teams screen and tick checkbox in the Pause Leads column:
This takes effect immediately, this user won't be getting new leads until you untick that checkbox.
Paused agents will show up on the groups screen greyed out.
To un-pause lead distribution for a user, untick the checkbox in the Pause Leads column on the Admin > Teams screen above.
Where the leads will go?
While a user is paused, leads distributed via Lead Flow Groups will go to other members of the group. Same with manually reassigning a lead to a group, paused users will be excluded from distribution and the lead will go to other members of the group.
This works with First to Claim groups too, paused users will not be notified about a new lead and won't be able to claim it. If all members of the First to Claim group happen to be paused at the same time, the lead will be assigned to the default user configured at the bottom of the group screen, just like it would if nobody claimed the lead:
Special note: *If the fallback user configured at the bottom of the group screen is also paused, then the lead will be assigned to the account owner.
Advanced Lead Flow rules
If you're using Advanced Lead Flow rules, there is an additional fallback in case the agent or lender configured on the rule that matched the lead are paused. In this case it will go the user configured in the Default Rule section at the bottom:
For example, with Advanced Rules shown on the picture above, a lead from Lake Morton comes in and is supposed to be assigned to Jacky (see rule 1). However Jacky is on leave and paused at the moment. The lead will be assigned to Jess who is configured in the Default Rule section at the bottom of the screen.
It works the same for groups, if all users in the group are paused (and in case of First to Claim group, the default group user is also paused), the lead will go to the user or group configured in the Default Rule section of the Advanced Lead Flow screen.
Finally, as the last resort the lead will go to the account owner to make sure no leads are missed.
If an agent is getting their own leads via individual lead email address (for example firstname.lastname@example.org), connected Google account or API key and they are selected on the Lead Flow screen as a single user to received those leads, they will continue to get them even when paused.