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Smart Lead & Ticket Routing - Actions

This folder covers the workflow actions Smart Lead & Ticket Routing adds to HubSpot.

Round Robin Action

Section titled “Round Robin Action”

Round Robin Action is the headline action. It picks the next eligible owner from a defined pool, skipping users who are unavailable based on the availability rules you configure (out-of-office, working hours, etc.). Unlike HubSpot’s native Rotate Owner, it returns the chosen owner as an output instead of writing it directly to the record - so you stay in control of when and how the assignment happens.

See the Round Robin Action page in the sidebar for setup, settings, availability rules, and the FAQ that covers the differences from Rotate Owner.

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 and then write the returned owner to the record in the next HubSpot step.

Section titled “Related”