Microsoft 365Managed plan

Route new leads

Forward likely sales enquiries from a shared mailbox to the people who should answer them.

STEP BY STEP

Follow the workflow

Work from top to bottom. A screen link appears when the workflow moves somewhere new.

01
Choose the lead mailbox
Add Lead routing and select the mailbox that receives website forms or sales enquiries.
Open this screen/dashboard/onboarding
02
Add the recipients
Enter up to 10 internal recipients. Use a short list with a clear owner so a lead is not assumed to be somebody else's job.
03
Decide whether to draft replies
Turn on the optional first-draft setting only if your team wants a reply draft prepared. Drafts are never sent to the lead automatically.
04
Save and review the first results
Add lead routing and check the Microsoft 365 dashboard after it goes live. Review the first routed messages before relying on the workflow.
Open this screen/dashboard/managed

TROUBLESHOOTING

When it does not work

A failed read, an empty account, and an unavailable feature are different states. These are the real ones this workflow can show.

A lead was not routed+

What it means: The message may not be unread or may not look like a sales enquiry to the classifier.

What to do: Check the watched mailbox and activity log, then send the message details to support if it was clearly a lead.

The wrong message was routed+

What it means: Its language matched the lead classifier even though it was not a real enquiry.

What to do: Mark it for your team and use a dedicated sales mailbox to reduce unrelated mail.

A recipient did not receive the route+

What it means: The address may be invalid or Microsoft may have rejected delivery.

What to do: Correct the recipient list in Manage and test with a new enquiry.

Steps last checked against the product on September 11, 2026. If the screen no longer matches, report the guide.

All guides

Microsoft 365Managed plan

Route new leads

Forward likely sales enquiries from a shared mailbox to the people who should answer them.

STEP BY STEP

Follow the workflow

Work from top to bottom. A screen link appears when the workflow moves somewhere new.

01
Choose the lead mailbox
Add Lead routing and select the mailbox that receives website forms or sales enquiries.
Open this screen/dashboard/onboarding
02
Add the recipients
Enter up to 10 internal recipients. Use a short list with a clear owner so a lead is not assumed to be somebody else's job.
03
Decide whether to draft replies
Turn on the optional first-draft setting only if your team wants a reply draft prepared. Drafts are never sent to the lead automatically.
04
Save and review the first results
Add lead routing and check the Microsoft 365 dashboard after it goes live. Review the first routed messages before relying on the workflow.
Open this screen/dashboard/managed

TROUBLESHOOTING

When it does not work

A failed read, an empty account, and an unavailable feature are different states. These are the real ones this workflow can show.

A lead was not routed+

What it means: The message may not be unread or may not look like a sales enquiry to the classifier.

What to do: Check the watched mailbox and activity log, then send the message details to support if it was clearly a lead.

The wrong message was routed+

What it means: Its language matched the lead classifier even though it was not a real enquiry.

What to do: Mark it for your team and use a dedicated sales mailbox to reduce unrelated mail.

A recipient did not receive the route+

What it means: The address may be invalid or Microsoft may have rejected delivery.

What to do: Correct the recipient list in Manage and test with a new enquiry.

Steps last checked against the product on September 11, 2026. If the screen no longer matches, report the guide.

Route new leads

Choose the lead mailbox

Add the recipients

Decide whether to draft replies

Save and review the first results

Connect Microsoft 365

Receive a morning digest

Route new leads

Choose the lead mailbox

Add the recipients

Decide whether to draft replies

Save and review the first results

Connect Microsoft 365

Receive a morning digest