lead distribution · lead assignment
Lead routing is the mechanism that automatically distributes every inbound request to the right person or team, based on rules: geographic area, service type, client size, availability. The goal: zero leads waiting in a shared inbox, and a first contact within minutes.
A concrete example
A request comes in for a job on the east side of town: the rule assigns it to the technician covering that area, sends them an instant notification, and triggers the acknowledgement to the prospect. Nobody sorted, nobody waited.
Why it matters
First-contact speed is one of the strongest conversion factors for a lead, and routing is what makes it possible at scale: without it, requests wait to be sorted, and the most pressed prospects sign elsewhere. It is also what makes performance measurable by person and by area.
Frequently asked questions
- Which routing rules should I use?
- The simplest ones that cover your real cases: by area if you work in the field, by service type if your teams are specialized, round-robin otherwise. Always add a default rule: no lead should ever be left without a recipient.
- What about off-target leads?
- Route them too: a fast, polite reply that redirects (or declines cleanly) protects your reputation and your reviews. Silence is the worst answer, even for a lead you do not want.