Revenue Agent Operations

The Revenue Agent area governs how inbound work is enriched, tiered, routed, and worked.

Researching and scoring leads is only half the job. The other half is making sure the right leads get to the right people — and that your team knows exactly how to handle them when they do. That's what Pools and Tier Playbooks are for.

Routing Pools — get leads to the right rep automatically

A Pool is a group of sellers with routing rules attached. When a lead scores above your threshold, it gets assigned to the right pool automatically — no manual triage, no leads sitting unowned.

Go to Agent Manager → Pools to set one up. A few things you can configure:

• Distribution mode — round robin, skill-based, or manual
• Matching mode — how leads are matched to pool members
• Fallback pools — where leads go if no match is found
• Member availability and skill tags — so routing reflects who's actually ready to work leads

One tip: keep your pool descriptions and member context current. The routing logic uses that context to make good decisions — if it's stale, routing suffers.

Tier Playbooks — your operating policy for each lead tier

Tier Playbooks are where you define how different types of leads should actually be handled. Think of them less as a UI setting and more as operating policy for your revenue team. For each tier you can configure:

• Qualification thresholds — what score a lead needs to reach this tier
• Objectives — what the agent should be trying to accomplish with these leads
• Assignment pools — which pool handles this tier
• Research and outreach cadence — how often the system follows up
• Age-out behavior — what happens when a lead goes cold

VIP leads get immediate routing to your best sellers or executive team, warm leads go into a nurture pool, and cold leads age out automatically after a defined period. The system handles the handoffs — your reps just work the queue.

Find your Tier Playbooks in Agent Manager → Pools → Tier Playbooks.