Lead-owner routing sends a returning lead's call to the salesperson who owns them in your CRM, before anyone else. With Edesy and LeadSquared, when a lead calls your business number, Edesy asks LeadSquared who owns that lead and rings the owner's phone first. If the owner doesn't pick up, the rest of the team rings as usual.
It is a small change for callbacks: the lead talks to the person who already knows their file.
The problem it solves
A lead fills a form, a salesperson calls, the lead misses it, and two hours later the lead calls back. On a plain business number, whoever is free picks up. They don't know the lead, ask the same questions again, and often end with "let me get Priya to call you back". The lead has now been through two people and still has no answer.
| Without owner routing | With owner routing |
|---|---|
| The first free agent answers | The lead's owner rings first |
| Context is lost, questions repeated | The owner already knows the lead |
| Often ends in a second callback | No handoff to find the right person |
| The owner may not know the lead called | The call is logged on the lead, under the agent who took it |
How it works, step by step
- A lead calls your Edesy number. The number has a forwarding rule that normally rings your sales team.
- Edesy asks LeadSquared for the owner. It calls LeadSquared's owner lookup for the caller's number using your connection's API keys.
- Mapped owners only. If LeadSquared returns an owner whose phone is mapped on the connection's Users tab, that phone rings first. If the number LeadSquared returns isn't mapped, it is ignored.
- Then the usual numbers. If the owner doesn't answer, the forwarding rule's numbers ring as they normally would.
- The call is logged. The call lands on the lead in LeadSquared with the agent who took it and the recording link. If the agent's popup is on, the lead's record opens while their phone rings.
The answer is cached for a minute, so a lead who calls twice in quick succession doesn't trigger a second lookup.
The 1.5-second rule
Callers don't wait for a CRM. Edesy gives LeadSquared at most 1.5 seconds to answer the owner lookup. If it is slower than that, returns an error, or doesn't know the caller, the call simply rings your forwarding rule as if the feature were off. A slow CRM never leaves a caller in silence.
Why "mapped owners only"
LeadSquared stores a phone number for each user. That number might be old, personal, or belong to someone who has left. Edesy only rings owners whose phone you have mapped on the connection. This keeps calls inside the set of phones your team approved, and it means un-mapping a departing salesperson is enough to stop calls going to them.
How to turn it on
| Step | Where |
|---|---|
| Connect LeadSquared | voice-app.edesy.in, Settings, CRM integrations. See the LeadSquared setup guide |
| Add API keys | An administrator's Access Key and Secret Key (LeadSquared: My Account, Settings, API and Webhooks) and your API host, for example api-in21.leadsquared.com |
| Map users | The connection's Users tab. See map your users |
| Add a forwarding rule | The Edesy number your leads call |
| Tick the option | Ring the lead owner first, on the LeadSquared connection |
Then test it: call your number from a phone saved on a test lead whose owner is mapped. The owner's phone should ring first.
Owner routing and your forwarding rule
Owner routing sits in front of your normal rule; it doesn't replace it. Keep the rule sensible on its own:
- Ring all at once or one by one. If the owner misses the call, your rule decides who's next. Ringing a small group at once keeps the wait short. See call forwarding.
- Ring time. The owner's ring plus the team's ring is what the caller waits through. Keep both short.
- Missed calls. If nobody answers, the call is still logged on the lead with status Missed, so the owner sees it and can call back with one click from LeadSquared.
What it costs
Inbound calls are billed at the forwarding rate, Rs 1.00 per minute with a 60-second pulse, plus number rental. Calls your agents make back from LeadSquared are click-to-call at Rs 1.50 per minute. There is no fee for the connector or for owner routing. Prices exclude 18% GST.
When it isn't the right fit
- Your leads rarely call back. If almost all calls are outbound, Click2Call and call logging matter more. See the LeadSquared telephony integration guide.
- Your CRM is Zoho. Owner routing is LeadSquared-only today. The Zoho CRM connector logs calls with owner and recording, without owner-first ringing.
- Your CRM has no connector. For HubSpot, Salesforce, Freshworks, Bitrix24 or Pipedrive there is no connector yet; see the click-to-call API.
FAQ
What is lead-owner routing?
When a lead calls your business number, the system looks up who owns that lead in the CRM and rings that salesperson first. Other agents ring only if the owner doesn't pick up.
What happens if LeadSquared is slow or down?
Edesy waits at most 1.5 seconds for LeadSquared's answer. If it doesn't come, or the caller isn't a known lead, the call rings your forwarding rule's numbers as usual.
Can it ring a number we haven't approved?
No. Only owners who are mapped to a phone on the connection's Users tab are rung. A number LeadSquared returns is never dialled unless you mapped it.
What do I need to turn it on?
A LeadSquared connection in the Edesy voice app with an administrator's Access Key, Secret Key and API host added, your users mapped, and a forwarding rule on your Edesy number. Then tick Ring the lead owner first.
Does it cost extra?
No. Inbound calls are charged at the call forwarding rate of Rs 1.00 per minute, plus number rental and 18% GST. There is no connector fee.
Set it up: connect LeadSquared in voice-app.edesy.in under Settings, CRM integrations, or read more on the LeadSquared integration page.