Guides › Routing & alerts
Lead Tags & the AI Create the tags that route, alert on and scope your leads — with descriptions the AI applies correctly. Find it: Settings > Lead Tags. in the left sidebar of your workspace Before you start: An administrator role. A clear idea of what the tag means — the wording is what the AI matches against.
Practice: watch a vague vs. specific description Edit the description, run the AI on four sample leads, and see who gets tagged.
Tag on a field your agents send A rule matches exact fields; the AI reads the conversation and never these fields. A fact you want judged belongs in the conversation; a fact you want matched exactly belongs in the data. Ask whoever builds your AI Agents for the field name For example partnerCampaignId , or preferences.tier for a nested value. Add a rule row with the sourceMetadata. prefix path=sourceMetadata.partnerCampaignId , operator=equals , value=PC-4471 — or operator=exists to tag every lead that carries it. A field name that is not on the list matches nothing The tag simply never appears. Built-in fields are spelled exactly as listed under Reference below; sourceMetadata. fields use the name your Agents send, not a Custom Signal's name.
Who an AI agent may actually contact Settings → Lead Tags → open a tag → AI agent disclosure Open the tag and find AI agent disclosure There are two boxes: one for the tag's email addresses, one for its phone numbers. Tick a box only for a contact you would print on a business card A published desk line or a team inbox. Ticked, an AI agent may give the address to a caller, put a live call through to the number, or send the desk a message about the enquiry. The same alerts still go out. Unticked (the default), the address still receives alerts. An AI agent asked for that desk says it is reachable and offers to have somebody make contact — it is never given the address and cannot read it out or transfer the call. The same two boxes exist on a person, under Workspaces & Users → open a member → AI agent disclosure ; they are off by default and only an admin can change them. Ticking a box does not switch alerts on These boxes govern disclosure only . Whether anyone is emailed or texted about a tagged lead is set up under Automations — a new workspace has none configured — and unticking a box never stops an alert that is already working.
When your team is actually there Organization → Company Profile → Opening hours, and per desk under Settings → Lead Tags Set the workspace hours Organization → Company Profile → Opening hours . Pick your time zone, tick the days you are open, and set the times. Copy Monday to fills the rest — weekdays or every day . Every desk with no hours of its own uses these. Give a desk its own hours, if it keeps different ones Settings → Lead Tags → open a tag → When is this desk staffed? — an after-hours rota, or a team in another country. You enter It means Opening and closing time the same Open 24 hours — not a zero-length window. The editor reads it back as Open 24 hours. Closing earlier than opening (22:00 to 06:00) An overnight desk, read back as 22:00 until 06:00 the next morning. Nothing at all Hours not set — never reported as closed. Agents make no claim either way and use your contacts normally. Outside your hours an AI agent must not put a live caller through : it offers a callback, says when you reopen, and still sends the message , telling the caller when it will be read. A closed desk gives an agent exactly the same contacts as an open one. Hours read from your CRM, and how to switch them off If you have connected Salesforce or HubSpot, LeadLogiX reads what they already know. From Salesforce it reads your organisation’s business hours (the support hours for the whole company) and, if you use Field Service or Lightning Scheduler, each person’s own operating hours from the territory they are assigned to — both can appear, and that is not a contradiction. From HubSpot it reads each team member’s working hours, their time zone, and whether they have marked themselves available or away. Nothing is copied into LeadLogiX and nothing is written back — it is read once a night and shown alongside your own settings. An agent is shown each source separately, labelled in plain words (“the workspace’s own opening hours, set in LeadLogiX on Company Profile”, “this person’s own working hours, set in HubSpot”) with when each system was last read. If they disagree, both are shown and neither is overruled — LeadLogiX never silently reconciles them. To switch any of it off: Settings → Scheduled Jobs , open the CRM connection. The people list, opening hours, personal hours, availability status and time zone each have their own switch. Off means LeadLogiX stops reading it entirely — no API call, nothing stored — and agents are told an administrator switched it off. A person's own hours and away status are personal data Individual working hours (from HubSpot or a Salesforce service territory) and the available/away flag are disclosed only to applications you have authorised to read contact details — the same permission that governs email and phone. An application without it is told the information exists and is withheld, never that the person is unavailable. Time zones are stored as zones, not fixed offsets, so daylight saving is handled in both directions. The picker shows the current local time in the zone you select — the quickest check that you picked the right one. You'll know it worked: New leads that fit start arriving with the tag on their card. Tagging applies to leads processed after the tag exists; it does not reach back over leads you already have unless you switch on Re-tag existing leads . A tag never appears on new leads In order: the rule names a field that is not on the list (or misses the sourceMetadata. prefix); auto-assign is off and there is no rule; the description is too vague for the AI to apply; you are looking at leads processed before the tag existed. An agent sees no leads, or too few Their scope is set on Team, Roles & Access : no tags means an empty pool, and match mode All narrows fast. An AI agent will not give out a desk's number The AI agent disclosure box for that channel is unticked — the default. Tick it only for a published line. Callers are offered a callback while the desk is open Check the time zone on Opening hours, then whether the desk has its own hours under When is this desk staffed? Why tags carry so much A tag is the handle everything else grabs: alerts fire on tags, CRM sync selects on tags, AI automations filter on tags, and tags decide which of your people see which leads. If you want a lead routed, escalated or hidden, it happens through a tag. One field from your Agents can be shown as a Custom Signal and drive a tag; you do not have to choose, and neither needs the other. Every assignment records how it got there — AI, rule, manual or automation. A tag you remove stays removed: rules and the AI do not put it back until someone adds it again. The AI adds at most five tags, and only ones it is confident about; your own rules are never budgeted — every rule that matches applies. Hours never withhold a contact, deliberately. One contact serves two jobs: putting a live caller through, which is wrong at nine in the evening, and sending a message to be read when the desk next opens, which is exactly right then. If hours could hide a contact, the after-hours message would stop going out to prevent the after-hours transfer — and the enquiry you most want to catch is the one that arrives out of hours. An AI agent is always told which disclosure case applies. When a desk has no number recorded it is told so, and it does not fall back to somebody's personal line. It can tell “nobody has cleared this for me” from “there is nothing here”, so a caller hears “I can have the Naples team call you back” rather than an invented number. Most workspaces route callers to a tag's desk rather than an individual: a desk survives a person changing roles. Paired with customer profiles, tag segments become audiences you can market to — see Customer Profiles on the Product tab. What a rule can look at A rule reads a fixed set of fields, spelled exactly like this: leadRole , score , budgetAmount , budgetCurrencyCode , stateCode , countryCode , serviceInterests , isReturningVisitor and reachedLiveRep . It can also read anything your AI Agents send, with a sourceMetadata. prefix. What follows the dot is the field name your Agents send it under — not a Custom Signal's name. If they send partnerCampaignId: "PC-4471" , the rule is path=sourceMetadata.partnerCampaignId , operator=equals , value=PC-4471 . Use sourceMetadata.preferences.tier to reach inside a nested value. This is also the only way to tag on something specific to your business that LeadLogiX does not score. The tag form, field by field