Smart Lead & Ticket Routing - Actions
This folder covers the workflow actions Smart Lead & Ticket Routing adds to HubSpot.
Choose an action
Section titled “Choose an action”| What you need | Action | Result |
|---|---|---|
| Route with weighted shares, teams, territory rules, capacity limits or reassignment | Advanced Routing | Returns an owner or directly overwrites an owner property, with distribution, activity and follow-up reports. |
| Choose the next eligible owner from a rotation | Round Robin Action | Returns a chosen owner for a later assignment step, or writes it to the record with the Direct Update version. |
| Check a person, team, or record owner’s current availability | Check Availability | Returns availability and supporting details immediately for workflow branches. |
| Pause until a person meets your availability conditions | Wait Until Available | Waits for selected users, team members, or the record’s current owner, then returns an available, timed-out, or failed outcome. |
| Add, clear or read a user’s out-of-office schedule | Out of Office Actions | Changes or checks the schedule that the routing and availability actions use. |
Advanced Routing
Section titled “Advanced Routing”Advanced Routing uses a published profile of users or HubSpot teams with relative weights, availability checks and fallback behaviour. Profiles can also include:
- routing rules that send records to different people by their properties, such as territory or deal size
- capacity limits on open records and new assignments per rep
- reassignment to the next rep when the assigned rep doesn’t respond
Share the configuration across workflows while keeping each action’s assignment balance separate. Choose output or direct-update mode, then monitor target shares, routing decisions and follow-ups in Settings.
Round Robin Action
Section titled “Round Robin Action”Round Robin Action picks the next eligible owner from a pool of users or HubSpot teams, skipping users who are unavailable based on the availability rules you configure (out-of-office, working hours, etc.). The Action Outputs version returns the chosen owner so you stay in control of when and how the assignment happens. The Direct Update version writes the owner to the record in the same step.
See the Round Robin Action guide for setup, settings, availability rules, and the FAQ that covers the differences from Rotate Owner.
Check Availability
Section titled “Check Availability”Check Availability checks one person, one team, or an owner property from the enrolled record. It reports HubSpot’s current Available/Away status and returns separate out-of-office and working-hours details. Use its outputs to continue, branch to a fallback, or start a wait. It checks once and does not assign an owner.
Wait Until Available
Section titled “Wait Until Available”Wait Until Available pauses until one person meets all or any of your selected conditions: accepting work, not out of office, and inside working hours. It supports selected users, teams, or an owner property that is read again on every check. Configure a maximum wait and branch on available, timed_out, or failed when the workflow resumes.
Out of Office Actions
Section titled “Out of Office Actions”Out of Office Actions add a period to a user’s out-of-office schedule, clear periods, or read whether the user will be out of office at a given time. The routing and availability actions use the same schedule.
When to use it
Section titled “When to use it”Use Smart Lead & Ticket Routing when the assignment needs to respect who is actually available. If you only need to rotate across a fixed owner list, HubSpot’s native Rotate Owner may be enough. If reps go out of office, teams span time zones, or tickets need fallback handling, use the Round Robin Action.
For unequal shares, territories, capacity limits, reassignment when a rep doesn’t respond, or distribution reporting, use Advanced Routing.
Related
Section titled “Related”- Smart Lead & Ticket Routing on daeda.tech - product page and install path.
- HubSpot round robin routing alternative - decision page for native vs Smart Routing.
- Round Robin Action - full configuration reference.
- Smart Lead Simulator - try Advanced Routing settings with sample reps and records.