Who gets new contacts, and hot contacts

Two settings in one page: Settings > Lead routing. Everyone in the workspace can see it; owners and admins change it. Every change is saved as soon as you make it.

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Who gets new contacts

It works for every new contact, however it comes in: added by hand, imported, from the API, a form, a signal or a LinkedIn event. Contacts that already have an owner are left alone. Every assignment shows on the contact’s history as Owner changed. Kerux remembers whose turn it is, so the rotation stays fair after pauses and imports, and two contacts that arrive at the same moment never both go to the same person by mistake. Someone who leaves the workspace (or can now only view it) is skipped; the page tells you so.

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In a campaign

The Assign to teammate step can do the same: open the step and pick Round robin (each in turn) or Fewest open contacts under Who gets the contact, then tick the teammates. Each step keeps its own turn. A Create task for “the contact’s owner” right after it goes to the teammate it picked. See Team and AI steps.

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Engagement score

Each contact earns points every time it interacts with you. These are the defaults; change any of them under Engagement score (0 stops counting a signal, 100 is the most one signal can be worth). To stop counting altogether, untick Count engagement. Each event counts once, however many times it reaches Kerux. A STOP text never counts.

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Hot contacts

When a contact’s score reaches Hot at (points) (50 by default), it becomes hot, once:

• It shows a Hot badge on the contact page, and a star next to its score in the Contacts list.
• Its owner gets a notification in My tasks (owners and admins when it has no owner). Turn this off with Tell the contact’s owner in the app when a contact becomes hot.
• Campaigns with the Contact became hot Kerux event start (see Start a campaign from what happens in Kerux).
• Webhooks get lead.engagement_hot (see Webhooks).

To be told on Slack, add a campaign that starts on Contact became hot with a Slack step (Slack is part of Pro and Agency, and the free trial).

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Points that fade

Under Points count for, pick 30, 60, 90 or 180 days to let old points fade (they stay in the contact’s history, marked as faded). A hot contact whose score falls back under the threshold is no longer hot, and can become hot again later. Always keeps points forever. New points and thresholds apply from now on; points a contact already earned stay as they were.

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See it on a contact

The contact page has an Engagement card with the score, since when it’s hot, and its latest signals. In Contacts, the Engagement column shows the score. Click Filters to show only Hot now or Any engagement, and pick Order: Highest engagement first.

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With the API

• GET / PUT /v1/workspace/lead-assignment: mode (off, round_robin, least_open) and user_ids.
• GET / PUT /v1/workspace/engagement: points, hot_threshold, decay_days, hot_alert, enabled.
• GET /v1/leads/{id}/engagement: the score, hot_at and the latest signals.
• GET /v1/leads?sort=engagement&hot=true&min_engagement=20; every contact has engagement_score and engagement_hot_at.

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Common problems