Tags, intake and first-touch SLA
Label leads consistently, decide who new website leads go to, and set the clock that decides when a lead lands in the Attention queue.
Three settings decide whether a lead queue stays workable as it grows: how leads are labelled, who they get assigned to, and how long someone has to make first contact. All three live a click apart in LeadsLead Manager.
Before you start
Tagging a lead needs leads edit. Managing the workspace tag list, and
changing intake or the SLA, needs an owner or a member with leads edit plus
settings edit.
A lead arrives
Form, capture API, provider or by hand
Intake mode decides the owner
Manual only leaves it unassigned
The first-touch SLA clock starts
Minutes from arrival
Past the deadline
It surfaces in the Attention lens
Tagging leads
You can tag one lead from its detail page, or many at once from the queue: tick the rows, open Tag on the selection bar, and type comma-separated tags.
Tags are case-sensitive
Zyan trims and collapses whitespace but never lower-cases a tag. SEO and seo
are two different tags, and they will split your filters. Agree on a casing
convention before you let the whole team tag.
The Tag popover shows its own limits inline: a maximum number of tags per write, and a character limit per tag.
Managing the tag list
Open the Filters drawer
Find the Tags section and click Manage tags
Add, hide or delete
Create a custom tag, hide a built-in you never use, or delete a custom tag you no longer want offered.
Click Done managing
Zyan ships a set of built-in tags: Website Lead, Auto-prospected, AI prospecting, Cold outreach, Inbound email, High Priority, Enterprise, Small Business, E-commerce, Redesign, New Website, Maintenance, SEO and Branding.
Hiding is not removing
Hiding a built-in tag only takes it out of the pickers. Leads already carrying it keep it, and they still match a filter on it. Hide the ones your agency will never use so nobody applies them by accident.
Intake and routing
Lead settings (the gear in the Lead Manager header) opens on the Intake tab. This decides what happens the moment a new website lead lands.
Open Lead settings and stay on Intake
Pick a Lead intake mode
Manual only leaves new leads unassigned. Round robin and Least loaded call the router automatically.
Set the Default first-touch SLA
In minutes, from 15 to 1440 in steps of 15. This is how long someone has to make contact before the lead counts as breaching.
Click Save intake settings
Settings reference
| Setting | What it changes | Default |
|---|---|---|
| Lead intake mode | Manual only keeps new leads unassigned. Round robin spreads them evenly. Least loaded gives the next lead to whoever is carrying the fewest. | Manual only |
| Default first-touch SLA | Minutes from arrival before a lead counts as breaching first touch. This is what feeds the Attention lens. Accepts 15 to 1440 minutes, in steps of 15. | 120 |
Who is in the routing pool
The chips across the top of Lead settings show the live Intake mode, Routing pool size and Visible handlers.
A routing pool of 0 means nothing is being routed
Only operations and sales users who hold Lead Manager permissions stay in the handler pool. If you switch to Round robin or Least loaded with an empty pool, new leads stay unassigned and nobody is told.
Source-specific routing rules override the default SLA, so a lead can breach sooner or later than the number on this tab.
The Attention queue
The SLA is not a report — it is a work lens. Any lead past its first-touch deadline appears under FiltersQueueAttention, with a live count.
The lens is wider than the SLA on its own: it also collects leads with no owner, and leads whose next follow-up is due today or earlier. Do-not-contact leads are kept out of it. So a lead can sit in Attention while comfortably inside its deadline — check the owner and the follow-up date before you assume the clock is wrong.
Set the SLA to something your team can actually hit. An SLA of 15 minutes on a team that checks leads twice a day makes the Attention lens useless, because everything is in it.
Do not contact
Marking a lead do not contact blocks outbound sends to them and records a reason code. Apply it from the selection bar in the queue, or from the lead's own page; Allow contact clears it.
Do-not-contact is enforced at send time
This is not just a UI badge. The outbound lanes check the flag when they send, so a blocked lead stays blocked even if it ends up in a campaign. Blocked leads also surface under the Blocked queue lens.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| The same tag appears twice with different casing | Tags are case-sensitive | Delete one and re-tag, then agree a convention |
| A tag you hid still shows on some leads | Hiding only affects the pickers | Remove it from those leads if you want it gone |
| New leads are not being assigned | Intake mode is Manual only, or the routing pool is empty | Check the Intake tab and the Routing pool chip |
| A teammate is never routed a lead | They are not an operations or sales user with Lead Manager permissions | Ask an owner to review their role and permissions |
| The Attention queue holds almost every lead | The SLA is shorter than your team's real response time | Raise the Default first-touch SLA |
| A lead breached earlier than your SLA says | A source-specific routing rule overrides the default | Check the rule for that source |
| Manage tags is not offered | You do not have CRM settings rights | Ask an owner |