> For the complete documentation index, see [llms.txt](https://docs.patagon.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.patagon.ai/en/agent-optimization/lead-routing-and-groups.md). # Groups and lead Round Robin For rating definitions, see the [ILA lead rating system](/en/agent-optimization/ila-rating-system.md). **What are Groups in Patagon AI** Groups are sets of team members who receive leads in an organized way. A group can work in two distinct modes: as **organizational** (just groups people, without distributing leads) or as an **active routing channel** (distributes leads automatically via Round Robin). The difference between the two modes is controlled by a single toggle: **Lead Assignment**. {% hint style="info" %} **Where to access:** Organization → Lead Routing → **Groups** tab. {% endhint %} **How to create a group** The creation form has four fields:
FieldRequiredWhat to do
Group NameYesUse descriptive names: "Sales LATAM", "Brazil SDR", "Premium Product".
DescriptionNoContext about the group's purpose.
Lead AssignmentNoToggle that turns on Round Robin. Leave disabled if the group is only organizational.
MembersYes (to route)Search and add members who should receive leads.
**Step by step:** 1. Go to **Organization → Lead Routing**. 2. Click **+ New Group**. 3. Fill in the Name (e.g., "Rio Consultants"). 4. Add an optional Description. 5. Turn on **Lead Assignment** if you want active Round Robin. 6. Search and add members. 7. Click **Create Group**. {% hint style="warning" %} A group without Lead Assignment active exists on the platform, but **does not distribute leads automatically**. It only works as a visual grouping of the team. {% endhint %} #### **How Round Robin distribution works** Round Robin is the rotation system that distributes leads sequentially and evenly among group members. When **Lead Assignment** is enabled, this is the complete flow: ``` Lead contacts via WhatsApp ↓ AI agent processes and qualifies the lead (0★ to 5★) ↓ System checks: is there a group with Lead Assignment active? ↓ YES → Lead is automatically assigned to the next member in the Round Robin queue ↓ That member now SEES the lead in their Leads view ↓ Next lead that arrives → goes to the next member on the list ↓ When it reaches the last member → returns to the first (continuous and cyclical rotation) ``` **How Round Robin distributes in practice** The distribution is **one by one, in order**. If the group has 3 consultants (Ana, Bruno, Carlos): * Lead 1 → Ana * Lead 2 → Bruno * Lead 3 → Carlos * Lead 4 → Ana (restarts) * Lead 5 → Bruno And so on. This ensures no consultant gets overloaded relative to others. **Impact on lead visibility** This is a very important point that affects the team's daily work:
Member situationWhat they see in Leads → Leads
In group with active Round RobinOnly leads assigned to them
Without active Round Robin groupAll leads in the organization
AdminAll leads, always
{% hint style="info" %} A salesperson in an active group stays focused on their own pipeline, without seeing colleagues' leads. This is intentional: it prevents multiple consultants from working the same lead. {% endhint %} **What happens when a lead returns** This is one of the most frequent questions. The documented behavior is: > **A lead that has already been assigned keeps the same consultant indefinitely. Round Robin only acts on new lead arrivals.** In other words: when a lead that was already assigned to consultant Ana sends a new message (after days or weeks of silence), **it continues to appear for Ana**, it does not go back to the Round Robin queue. The assignment is persistent. ``` Lead arrives for the 1st time → Round Robin assigns to Bruno Lead goes silent for 3 days Lead responds again → still with Bruno Lead responds again 2 weeks later → still with Bruno [Only changes if someone manually reassigns] ``` **When assignment changes** Assignment only changes in two scenarios: * **Manual reassignment:** any member with permission can go to Leads → Leads (or Leads → Conversations) → Information tab in Lead Details → "Assigned to" field → select another member. The change is saved immediately. * **Removing member from group:** removing a member from the group does **not** automatically reassign the leads that were with them. Leads keep the old assignment and need to be manually reassigned. {% hint style="warning" %} **Documented limitation:** Patagon AI does not have an automatic "consultant memory" mechanism, that is, there is no way to configure a returning lead to always go to the last consultant who served them. If this is important to your process, the solution is manual reassignment via the lead's Information tab. {% endhint %} ### **How to configure groups by region or product** Patagon AI **does not have automatic conditional routing**. It is not possible to configure rules like "if the lead came from São Paulo, goes to the SP group" or "if the campaign is Product X, goes to Product X group" automatically by UTM or traffic source. What is possible is to create **manually segmented groups**, where separation is done by how traffic enters the system (different agents or manual assignment). The three approaches: {% tabs %} {% tab title="Region · separate agents" %} The most robust way to separate leads by region is to use **different agents** for each region, each with its own routing group. **Example: company with consultants in SP and RJ** ``` Agent "SP" → dedicated SP WhatsApp number └── Group "SP Consultants" (active Round Robin) ├── Consultant A ├── Consultant B └── Consultant C Agent "RJ" → dedicated RJ WhatsApp number └── Group "RJ Consultants" (active Round Robin) ├── Consultant D └── Consultant E ``` Leads entering through the SP number are routed only to SP consultants. RJ number leads, only to RJ consultants. {% hint style="success" %} This is the most reliable approach because separation happens at the source (WhatsApp number), even before qualification. {% endhint %} {% endtab %} {% tab title="Product · manual reassignment" %} When all leads enter through the same number, product separation needs to be done manually after qualification. **Recommended flow:** 1. The lead enters and is qualified by the agent (the prompt can identify the product of interest in the conversation). 2. The lead is assigned by Round Robin to the next available consultant (from the general group). 3. The consultant who receives the lead checks the interest and, if necessary, **manually reassigns** to the correct product specialist (Leads → Details → Information tab → "Assigned to" field). 4. Use the **Notes tab** to leave context about the product of interest before reassigning. **Alternative with multiple groups:** * Create separate groups by product: "Product A Group", "Product B Group". * The agent qualifies and identifies the product in the conversation summary. * A manager or SDR reads the summary and manually reassigns to the correct group. {% hint style="warning" %} **Important limitation:** there is no automatic routing based on UTM, traffic source, conversation keyword or product. If you need this level of automation, contact to understand if there is a roadmap for this functionality. {% endhint %} {% endtab %} {% tab title="Region · single number" %} For teams that use a single number but have regional consultants: 1. Create groups by region ("SP", "RJ", "South", etc.), **all with Lead Assignment disabled** (to avoid conflicts). 2. The main (general) group has active Round Robin. 3. A coordinator monitors newly arrived leads and, upon identifying the region (by the lead's phone, area code or conversation), manually reassigns to the consultant from the correct region. {% endtab %} {% endtabs %} **Managing group members** **Add a member to a group** 1. Go to **Organization → Lead Routing → Groups tab**. 2. Click the desired group. 3. Use the Members search field to find the member. 4. Add and save. **Remove a member from the group** 1. Open the group. 2. Click the remove button next to the member. 3. Save changes. {% hint style="success" %} Removing a member from the group **does not delete their account**, it only removes them from rotation. Leads already assigned to them remain with them until manually reassigned. {% endhint %} #### **Disable Round Robin without deleting the group** To temporarily stop automatic distribution (e.g., during a holiday or a consultant's vacation): * Disable the **Lead Assignment** toggle on the group. Members return to seeing all leads. * Leads already assigned are not lost: existing assignments remain. **Overview: two group modes** | Mode | Lead Assignment | What it does | When to use | | ------------------ | --------------- | -------------------------------------------- | ----------------------------------------------- | | **Organizational** | ❌ Disabled | Groups members without routing leads | Structure the team visually, without automation | | **Active routing** | ✅ Enabled | Round Robin: distributes leads automatically | Sales teams with multiple consultants | **Frequently asked questions**
Can I have multiple groups with active Round Robin at the same time? The platform allows creating multiple groups with active Lead Assignment, but the documentation does not specify how the system decides which group receives the lead when there is more than one active simultaneously. To avoid unpredictable behavior, the recommended practice is to have **a single group with active Round Robin per agent**.
Can a member be in more than one group? The platform allows adding the same member to multiple groups. The visibility behavior when the member is in more than one active group is not explicitly documented. If you need this configuration, test and validate with support.
What happens if all group members are removed? The group continues to exist, but with active Lead Assignment and no members, no lead will be assigned. Always keep at least one active member in the routing group.
Can I see how many leads each consultant received? Yes. Use Leads → Leads → Filters → "Owner" field to filter by consultant and view how many leads are assigned to each one.
**Region/product group configuration checklist** * [ ] Define the strategy: separate agents (more robust) or single group with manual reassignment * [ ] Create groups with descriptive names (e.g., "SP Consultants", "Product A Specialists") * [ ] Enable **Lead Assignment** on the main group for each region/product * [ ] Add the correct members to each group * [ ] Document the manual reassignment process for the team (who does it, when and how) * [ ] Communicate to the team how lead visibility works (member in active Round Robin only sees their own leads) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.patagon.ai/en/agent-optimization/lead-routing-and-groups.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.