Lead routing, explained
Lead routing answers one question the moment a lead arrives: whose job is it? Without a rule, leads wait in a shared inbox until someone picks them up, and the easy ones get taken while the awkward ones sit. With a rule, every lead has an owner from the first minute, and a manager can see who is responsible for each one.
The common methods are simple. Send every lead to one person, often right for a small team. Round robin, where leads rotate through the team in turn. Weighted distribution, where stronger closers get a larger share. Load-based routing, where the next lead goes to whoever has the fewest open leads. Rules can also look at the lead itself: a language preference, the product asked about, the city, the source or the score. A Bengaluru education company might send Kannada-speaking enquiries to two counsellors and round-robin the rest.
Two details decide whether routing works. First, a fallback: if no rule matches, or the owner is on leave, the lead must still go somewhere a person will see it. Second, a clock: if the owner has not responded within an agreed time, the lead should be flagged or reassigned. DigiPix Flow's assignment rules can send a lead to one person, round robin, weighted towards stronger closers, or to whoever has the fewest open leads.