If your team uses Ponds in Follow Up Boss for automated lead distribution or Round Robin, two things must be true: the Pond account needs its own RealScout seat, and the marketing links your team shares for lead capture must come from the Pond account, not from individual agent accounts
Why the Pond Account Needs a RealScout Seat
Why the Pond Account Needs a RealScout Seat
In Follow Up Boss, a Pond is typically assigned to one user: an ISA account, a shared team email, or a placeholder agent created specifically to hold unassigned leads. RealScout mirrors ownership from Follow Up Boss, so whichever account owns a lead in Follow Up Boss is where that lead lives in RealScout.
If the assigned Pond user does not have a RealScout seat, the integration has nowhere to place incoming leads. Ownership mismatches occur, leads fail to sync correctly, and Listing Alerts or Auto Nurture enrollment may not fire.
The Pond account email must:
Exist as an active user in RealScout
Have a seat assigned on your RealScout team account
Match exactly the email address assigned to the Pond in Follow Up Boss
Caution: When planning seat allocation for your team, count the Pond account as a required seat. Skipping it is the most common cause of lead sync failures on team accounts with Ponds.
How Marketing Links Determine Where Leads Land
How Marketing Links Determine Where Leads Land
This is the most commonly missed step for teams running Round Robin via a Pond.
When someone clicks a RealScout link, such as a landing page, Search Link, app invite, or What's My Home Worth page, and registers, they are placed in the RealScout account that generated that link. The link's origin account determines ownership, not the Pond structure in Follow Up Boss.
If your agents are sharing links from their own individual RealScout accounts for ads, social posts, open house QR codes, or email campaigns, new registrants land in the individual agent's account and flow into that agent's Follow Up Boss contact record. The Pond never sees them. Round Robin does not fire.
To route all new marketing leads through your Pond:
Log into RealScout as the Pond account (or have the Pond user log in).
Generate the marketing links from that account: Search Links, the landing page URL (yourpond.realscout.com), or the app invite link.
Use those Pond-account links in all team marketing: ads, landing pages, QR codes, social posts, email signatures.
When a lead registers through a Pond-account link, they arrive in the Pond's RealScout account and flow into Follow Up Boss as an unassigned lead. Your Pond's Round Robin or claiming rules take over from there.
What Happens When a Lead Is Reassigned from the Pond
What Happens When a Lead Is Reassigned from the Pond
When your Round Robin assigns a lead to a specific agent in Follow Up Boss, RealScout updates ownership automatically. You do not need to take any action inside RealScout.
Note: Searches that a contact sets up through the Pond account transfer to the assigned agent when the lead is claimed or reassigned in Follow Up Boss. The contact's full activity history moves with them.
The following transfers with the contact to the agent's RealScout account:
All Listing Alerts and active alert history
Home Value Alerts
Engagement history: property views, saves, messages
Any existing Auto Nurture enrollment
Reassign the lead to the correct agent inside Follow Up Boss.
RealScout reflects the ownership change on the next sync cycle.
The agent can now see and work the contact from their RealScout account and from Follow Up Boss.
Caution: Always reassign in Follow Up Boss, not directly inside RealScout. Manual ownership changes inside RealScout will be overwritten through Lead Reassignment (Transfer Leads).
What If Leads Are Already Coming in Through Individual Agent Links?
If individual agents have been sharing their own RealScout links and those leads are not reaching the Pond, you have two options.
The first option is to update your marketing to use the Pond account's links going forward. This is the cleanest fix and prevents the issue from continuing.
The second option is to configure a Follow Up Boss Lead Flow or action plan that reassigns any lead assigned to a specific agent into the Pond first, triggering your Round Robin from there. This requires setup in Follow Up Boss and is a Follow Up Boss-side configuration. Contact Follow Up Boss support or review their Lead Flow documentation for setup steps.
Both options can run in parallel during a transition period.
Quick Reference
Scenario | Required Action |
ISA assigned to Pond in Follow Up Boss | ISA must have an active RealScout seat |
Shared email assigned to Pond, active FUB account | That email must have an active RealScout seat (cannot be a secondary email in RealScout) |
Team running Round Robin via single Pond account | All marketing links should come from the Pond account |
Individual agent sharing their own RealScout marketing links is supported | Leads land in agent's account, not the Pond |
Lead reassigned in Follow Up Boss | Ownership and history update automatically in RealScout |
Alerts created under Pond account | They transfer to the assigned agent when reassigned |
Message history moves with Follow Up Boss lead | Follow Up Boss inbox should be enabled by team owner; this will allow your FUB inbox to get copies of RealScout messages. |
At this time, RealScout Messages do not transfer when lead is reassigned | Learn more about enabling RealScout's Follow Up Boss Inbox |
Frequently Asked Questions
Does the ISA or Pond account need a paid RealScout seat?
Yes. Any account that owns leads in Follow Up Boss — including ISA accounts and shared Pond emails — must have an active seat on your RealScout team account. Without a seat, the integration cannot assign leads to that account, and lead syncing will fail or produce ownership errors.
Why are our Round Robin leads landing in one agent's account instead of going to the Pond?
This almost always means marketing links are coming from an individual agent's RealScout account, not from the Pond account. When a lead registers through an individual agent's link, they are assigned to that agent in both RealScout and Follow Up Boss. The Pond is bypassed entirely. Switch your marketing links to ones generated from the Pond account to route new registrants through the Pond and into your Round Robin flow.
What happens to a lead's search history and alerts when they are reassigned from the Pond?
Everything transfers. When you reassign a lead in Follow Up Boss, RealScout automatically moves the contact to the agent's account along with all Listing Alerts, Home Value Alerts, engagement history, and messages. The agent will see the complete activity record in both RealScout and Follow Up Boss.
Should Auto Nurture be turned on for the Pond account?
That depends on your team's workflow. If your ISAs/team are qualifying leads before passing them to agents, you may prefer to use tag-based automation to enroll contacts in specific alert Templates rather than letting Auto Nurture run automatically. Auto Nurture sends alerts immediately when contacts enter Awaiting Nurture, so if you want ISAs to review leads first, turn off Auto Nurture for the Pond account and use deliberate tag-based enrollment instead.
Can individual agents still share their own RealScout links alongside the Pond account's links? Yes, but any lead who registers through an individual agent's link is assigned directly to that agent, not to the Pond. Those leads will not go through Round Robin unless you configure a Follow Up Boss Lead Flow to move them to the Pond first. If Round Robin distribution is the goal for all incoming leads, use the Pond account's links exclusively for team-wide marketing.
The integration shows "Connected" but I don't see the sync settings toggles anymore. Where did they go?
The sync settings (Contact Sync, Deletion Sync, Auto-Connect Team Members, Lead Reassignment Sync) only appear during the initial connection setup flow. Once the integration is connected and you navigate back to the integrations page, those toggles are no longer visible on the connected screen. If you need to review or change those settings, you would need to disconnect and reconnect the integration. Contact Member Support before doing this to confirm whether reconnecting is necessary for your situation.
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Should Pond leads have Auto Nurture enabled?
That depends on your team's workflow. If ISAs are qualifying leads first, you may want controlled alert behavior rather than immediate automation, using tag-based automation for templates over Auto Nurture's email campaign you can preview here.