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Claim contacts from ponds

Lead ponds hold unassigned or pooled contacts until a rep claims them. All ponds (/contact-management/available-to-claim) is the CRM entry point where eligible users browse pooled leads and press Claim to take ownership.

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Who can do this​

Users allowed to claim per role and pond membership. Admins configure ponds and distribution in Manage contact settings.

Before you begin​

  • Lead Ponds and Distribution rules configured
  • You understand first-to-claim vs round-robin behavior for your workspace
  • Claim permission enabled for your role

What you'll accomplish​

  • Selected contact assigned to you as Contact Owner or Assigned To
  • Contact disappears from the pool for other reps after a successful claim
  • You can continue follow-up on the contact detail page

Step-by-step procedure​

Open All ponds​

  1. Sidebar → CRM → All ponds (path: /contact-management/available-to-claim).
  2. The landing view lists pond summaries—each pond shows how many leads are available.
  3. Select a pond to open Pond leads, a filtered contact table for that pool only.
  4. Breadcrumb labels read All ponds on the landing page and Pond leads when drilling into one pond.

How ponds differ from the main directory​

On the standard Contacts page you use the Filter sidebar with categories like Contact info, Status & scoring, and Assignment. On All ponds, the filter toolbar is minimal—focus stays on unclaimed pool rows. You will not bulk-tag or run full filter workflows here; claim first, then work the record on the main directory or detail page.

Review leads before claiming​

  1. Scan columns such as Name, Phone, Email, Status, and Source.
  2. Open a row to preview the record on the contact detail page if you need more context before claiming.
  3. On the Available to Claim table, each row includes a Claim button in the actions column—this replaces the usual bulk-action toolbar used on the main Contacts directory.
  4. Sort by Created or Last Activity when your Admin exposes those columns so fresher leads surface first.

Claim a contact​

  1. Select Claim on the row you want.
  2. A success modal confirms the contact name and that the record is now on your book.
  3. Choose View contact to jump to detail, or close the modal and claim the next lead.
  4. The claimed row removes from the pool list immediately (optimistic update) so other reps do not double-claim.

After claiming​

  1. Confirm Contact Owner or Assigned To shows your name on the detail page.
  2. Log a note, create a task, or send a first-touch message from detail or Inbox.
  3. Track follow-up in Reminders—use the Upcoming tab for scheduled nudges.
  4. Managers review claimed volume in Book of Business Teams tab when coaching is enabled.

Verify your work​

  • Claim succeeds without a permission error
  • Owner field on detail equals your user
  • Contact no longer appears in All ponds for that pond
  • Success modal shows the correct contact name

Tips​

tip

Claim only what you can work the same day—pond etiquette keeps lead response times low for the whole team.

Troubleshooting​

| Pool empty | No matching leads, wrong pond filter, or all claimed | | Claim denied | Not a member of the pond group; ask Admin | | All ponds missing from sidebar | Pond module disabled or no claim permission | | Contact reappears in pool | Claim failed server-side—refresh and retry once |

See also​