Smart Lead & Ticket Routing

Smart Lead & Ticket Routing handles the assignment logic HubSpot’s native owner rotation can’t.

The headline action is a context-aware Round Robin Assignment that picks the next eligible owner from a pool — and crucially, skips users who are unavailable based on rules you define (out-of-office, working hours, ownership caps, etc.). It’s built as a HubSpot workflow action so it drops straight into your existing lead and ticket flows.

Unlike HubSpot’s built-in Rotate Owner, the Round Robin action doesn’t write the assignment back to the record automatically. It returns the chosen owner as an action output, so you can branch on it, validate it, or pass it to a follow-up Edit record action that does the actual assignment. This makes it safe to use inside larger workflow logic without losing control.

See the Actions folder in the sidebar for the full Round Robin setup, availability rules, and FAQ.