Lead routing
Lead routing
Lead routing assigns an enquiry to the person, team or workflow responsible for its next step. It combines rules with operational ownership.
How it works.
A business might route enquiries by service, territory or programme. The rule should account for missing information, duplicates and cases that do not match an expected path. An exception needs an owner too.
What to watch for.
A notification does not establish that someone accepted responsibility. The process should make the assignment, next action and unresolved cases visible. Test the full route rather than only checking that a webhook was sent.
Put the definition to work.
Review routing when relevant enquiries arrive but the next conversation is inconsistent. The fix may involve stage definitions or team practices as well as software configuration.