Routing and alerts

Work with the right context

Set a clear priority when routing rules overlap, and maintain an eligible owner pool for each territory. Changes in coverage should leave an understandable assignment history. Keep unmatched leads visible so a failed rule does not turn into lost work.

Keep the next action clear

An alert should tell its owner what changed and what needs attention. Distinguish a new priority signal from an overdue follow-up or a conversion problem. Acknowledging the alert records that it was seen; it does not complete the underlying lead work.

Coordinate the workflow

Route the lead. Submit new routing rules for independent Admin approval. Apply approved rules by explicit priority and deterministic ties. Choose an active eligible owner in the territory with an atomic round-robin cursor; otherwise retain an unassigned lead. Every initial assignment or reassignment appends LeadAssignments with its reason.

Work the lead. Contact only through permitted channels, record meetings with bounded start and end times and update the follow-up outcome. An acknowledged priority alert does not qualify its lead. Withdrawing a contact purpose blocks new outreach even when a list membership or previous score remains active.

Territory routing. A permitted lead receives one eligible owner and an assignment history entry. Concurrent routing cannot allocate twice or choose an inactive user.

Priority alerts. The owner receives one actionable alert for the threshold crossing. A replay cannot create another alert or silently reassign the lead.

Make a priority alert actionable

An alert should identify the lead, its reason for priority and the follow-up owner. A changed score may justify a new conversation, but repeated delivery of the same qualifying event should not create duplicate work. Keep the alert’s state connected to its actual follow-up so closing a notification does not falsely qualify the prospect.

For example, a prospect can move into a new territory after providing a corrected business address. The manager reviews the change, selects an eligible owner and records why responsibility moved. The receiving rep sees the prospect’s current context and outstanding activity. The expected result is one accountable owner with enough information to continue, while the assignment history explains the transition and the scoring evidence explains the priority.