A group with a time limit now has to say where a lead goes when nobody takes it. That covers every First to Claim group and any Round Robin group with Response Timeout turned on. The group settings won’t save until you pick a Fallback Destination, which can be another group, a pond, or a specific user on your team.
In a Round Robin group with a response timeout and a fallback, a lead is offered once to each available member. If none of them responds in time, it goes to the fallback instead of starting another lap around the group. A fallback group that rotates leads never hands the lead straight back to the agent who just let it time out.
If the fallback can’t take the lead (for example, the fallback user has left the team, the pond is inactive, or the fallback group has nobody available), the lead stays with the last agent. The contact’s Change Log notes why the fallback wasn’t used.
Existing Round Robin groups that have a response timeout but no fallback keep routing exactly as before. The new rule applies the next time someone edits and saves the group’s settings. Adding or removing members doesn’t trigger it.