Distribute leads and get your team operating the CRM every day

Milestone 6 of 8 · The team up and running

When you finish you'll have: every lead coming in with an owner and an alert, every WhatsApp line with someone watching it, your templates under review and every salesperson with their email and calendar connected.

How long it takes: about ninety minutes, plus fifteen for each salesperson who connects their email and calendar — thirty for assignment rules, ten for receivers and thirty for templates.

What do I need before I start?

• Your lead sources created: a rule targets a source or a pipeline that must already exist.
• Your team loaded in CRM > Settings > Team with their roles.
• If you'll distribute by territory, the territories defined in CRM > Settings > Territories.

How do I set up lead distribution?

In CRM > Settings > Assignment, with New rule. The order of the decisions matters more than the method you pick.

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First, Applies to. Before choosing how it distributes, define what the rule targets: Global, a specific Source or a Pipeline; and whether it applies to All (prospects and deals), Prospects only or Deals only.

Then, How it assigns:

• A fixed person — every lead always goes to the same owner.
• Distribute across a team — with two modes: Round robin, in turns, or By load, to whoever has the fewest open deals.
• By territory — based on the lead's country, it goes to the salesperson of the territory that covers it.
• No automatic assignment — they stay without an owner until someone takes them.

And then, three things almost nobody completes and that are what makes the rule useful:

• Notifications. This is where the alert lives: Email the responsible when a new lead is assigned to them, and Also notify to add someone else, for example a supervisor. Each salesperson can mute their own alert from their profile.
• Fallback if nobody matches. What happens when no condition applies. Leave it resolved: it's the difference between a lead with no owner and a lead with an owner.
• Advanced (exceptions), with Special rules: to route by deal value, by source or by country without breaking your main rule.

Before saving, use Test rule: it simulates a lead with the data you choose and tells you who it would be assigned to and why. It's the fastest way to discover that your rule doesn't target what you thought.

Who sees the incoming WhatsApps?

Each line defines its own receivers. In CRM > Settings > Lines, in the WhatsApp section, open the line's menu and use Edit receivers: you choose which salespeople get the alert when a message comes into that line. The screen warns you when a line is left with no receivers, and shows you the maximum per line as you pick them.

How conversations are worked: Reply in the WhatsApp Inbox: owner, salesperson, or AI agent.

Which templates do I need from day one?

Templates are the only messages you can send when the twenty-four-hour window is closed, and Meta reviews them. Don't leave them for the last day: they're usually approved within an hour to a day, and Meta can reject them or change their category.

You create them in CRM > WhatsApp, with Manage templates and then Create template.

Two fields that bounce if you fill them in wrong:

• Name — lowercase, numbers and underscore only, and it can't be edited afterwards.
• Category — Marketing, Utility or Authentication. Meta charges differently depending on which one, and recategorizes on its own if it thinks you chose wrong.

The three worth having from the start: first contact, follow-up and, if you'll use your booking page, meeting reminder.

When you write them, use variables: a generic template gets approved just the same, but converts much worse. And write the way you'd write to a customer: Meta rejects aggressive promotional content and texts with mistakes.

The first-contact one deserves more care than the other two, because it's literally the first sentence that person reads from your company, and often they read you without having you saved. The ones that work say three things and nothing else: who's writing and from which company, why you're writing — with a reference to what they asked about, which is what takes them out of "this is spam" — and a single question. Two questions together lower the response rate.

The messages you send by WhatsApp go out in your name and under Meta's policies; the use of these channels through MB Suite is governed by our Terms and Conditions. Full details: WhatsApp templates: create, categories, and Meta approval.

What does each salesperson have to do on their own?

There are four things nobody can do for them, because they're their personal accounts. Each one goes to CRM > Settings > Team from their own session; the table has one column per task, so you can see at a glance who's missing what.

• Email — they connect their mailbox. From then on, emails with a customer show up on their own in the deal's history.
• Signature — their email signature.
• Calendar — their calendar. Needed to schedule from the deal and mandatory if they'll use their booking page.
• Booking — their public booking page, with their hours and their link.

See Add your sales team to the CRM and Automate follow-up: Sequences and booking pages.

And one more thing, worth kicking off early because it depends on someone else: your own email domain, in Settings > Branding, Email Domain tab. It's not a deliverability detail: without it, the emails MB Suite sends your leads go out from a generic address that isn't your company's, and the auto-reply of your web form can't even be turned on. You need whoever manages the DNS. See Configure your sending domain so your emails arrive.

What does the guest receive when they book a meeting?

Each event type has its Booker notifications block, and it's what decides whether that meeting actually happens:

• Confirmation email when booking — always goes out, it can't be turned off.
• Email 24h before — comes turned on.
• Immediate WhatsApp confirmation to the booker, WhatsApp 24h before to the booker and WhatsApp 10 minutes before — all three come turned off, and each one requires an approved template.

And three controls of the same event decide which times the guest sees before choosing: Minimum notice (hours), Book up to (days) and Max bookings per day. They come with default values worth checking once: a high minimum notice hides today's slots precisely from the person who wants to talk today.

How do I check it's set up right?

• You use Test rule with a simulated lead and it returns the salesperson you expected.
• You send a real test inquiry: the lead is created with an owner and that owner gets the email alert.
• Every WhatsApp line has receivers and none shows the warning that it's missing them.
• Your three templates show as submitted for review or already approved.
• In the Team table, the Email, Signature, Calendar and Booking columns are complete for whoever needs them.
• In CRM > Prospects, the Waiting on you filter shows nobody waiting since yesterday.
• You book a test slot on your own booking page and you get the confirmation as the guest.

What if leads come in but nobody handles them?

Before the table, the way to see it without guessing: the CRM marks every prospect and every deal on its own with its Next action, and in CRM > Prospects and CRM > Deals you have the Waiting on you filter — the list of those who wrote and still have no reply, with how long they've been waiting. If that list grows, the cause is one of these:

What's next?

If you're going to use sales AI, now is the time: Put the AI Team to work: the preconditions nobody validates for you. If not, jump straight to the wrap-up: Check that your CRM was set up correctly: the final tests.