Routing and warm introductions
Use this guide to understand who receives a lead and how a property's first email is prepared. To send a request now, follow Refer a Sales Office lead to properties.
Office owner and property seller are separate
The office lead owner coordinates the original planner request. Office lead assignment rules choose an eligible Sales Office member for leads received through an office form. A lead you enter manually or create from a request for proposal (RFP) normally defaults to you; the form shows when it will be unassigned instead.
The property seller works an opportunity at a destination property. Referring a lead applies that property's assignment rules independently of the office owner. Changing the office's lead assignment rules does not configure property assignment.
Understand the assignment preview
For each new property opportunity, the referral panel can show:
| Preview | Meaning |
| Expected assignment: [seller] | The current rules select that seller. |
| Routes to: General inbox | The opportunity goes to the property's shared queue. The preview also shows whether an automatic customer email is ready. |
| Next in rotation: [seller] | Eligible sellers take turns. The next recipient may change if another lead is assigned first. |
The saved assignment is the result to check after referral. A preview does not reserve a seller.
If you attach an existing opportunity, Siv keeps its current assignment exactly as it is. This includes a named seller, the general inbox, or an unassigned opportunity. Attach does not run the property's assignment rules. It keeps the existing conversation and sends no new initial customer email.
Understand the warm introduction
A warm introduction is the opening of the property's first email to the planner. Siv places it before the property's standard response when the automatic email is enabled and ready. It is part of that email, not an additional email.
The office template supplies a starting message. If the office has no templates, Siv supplies a Standard introduction. Sellers can choose another template, edit the current referral, or select Start blank and write their own message.
Templates can include variables: placeholders that Siv fills with details such as the planner's name or the expected seller. Use Preview with lead details before referring to check the completed wording for each selected property.
Siv saves the introduction with each new opportunity. Later changes to the reusable template do not change introductions saved with earlier referrals. When no automatic customer email is configured, the opportunity can still be assigned and property staff notified, but the planner receives no automatic email.
Manage reusable templates
Sales Office members and management-group administrators can manage office templates. Property access alone does not provide access to this library.
- Open Admin → Sales Office → Warm Introduction Templates, or select Manage templates ↗ in the referral panel.
- Check the office name, then select New template or Edit on an existing one.
- Enter a Template name and write the Warm introduction.
- Select Office default if sellers should start with this template. The first template you create becomes the default automatically.
- Select Preview with sample values, then Create template or Save changes.
The template is available for future referral drafts. Sample values are examples; sellers should still preview the actual lead before sending.
You can Duplicate a template to create a variation. Before deleting the default when other templates exist, choose another default first. Switching templates in a referral asks for confirmation if it would replace your unsaved message edits.
For assignment setup, see Configure a Global Sales Office.