Lead Routing
Intelligent lead assignment and routing system with AI-powered scoring, territory mapping, round-robin distribution, and workload balancing. Based on n8n's HubSpot/Salesforce automation templates.
Overview
This skill covers:
- Lead scoring and qualification
- Territory-based routing
- Round-robin distribution
- Workload balancing
- SLA monitoring and escalation
Routing Strategies
1. Rule-Based Routing
yaml
routing_rules: # By Company Size - name: "Enterprise Routing" condition: company_size: ">= 500" OR: annual_revenue: ">= $10M" assign_to: "Enterprise Team" priority: high sla: 1_hour - name: "Mid-Market Routing" condition: company_size: "100-499" assign_to: "Mid-Market Team" priority: medium sla: 4_hours - name: "SMB Routing" condition: company_size: "< 100" assign_to: "SMB Team" priority: standard sla: 24_hours
# By Geography - name: "APAC Routing" condition: country: ["China", "Japan", "Singapore", "Australia"] assign_to: "APAC Team" timezone_aware: true - name: "EMEA Routing" condition: country: ["UK", "Germany", "France", "Netherlands"] assign_to: "EMEA Team" - name: "Americas Routing" condition: country: ["US", "Canada", "Brazil", "Mexico"] assign_to: "Americas Team"
# By Industry - name: "Healthcare Specialist" condition: industry: ["Healthcare", "Pharmaceuticals", "Medical Devices"] assign_to: "Healthcare Sales" - name: "Finance Specialist" condition: industry: ["Banking", "Insurance", "FinTech"] assign_to: "Financial Services Sales"2. Round-Robin Distribution
yaml
round_robin_config: team: "SMB Sales" members: - name: Alice capacity: 100% max_leads_per_day: 20 - name: Bob capacity: 100% max_leads_per_day: 20 - name: Carol capacity: 50% # Part-time max_leads_per_day: 10 rules: distribution: weighted # or equal skip_if: - out_of_office: true - at_capacity: true reset: daily tracking: log_assignments: true balance_check: hourlyDistribution Algorithm:
┌─────────────────────────────────────────────────────────────┐│ ROUND-ROBIN LOGIC │├─────────────────────────────────────────────────────────────┤│ ││ 1. New lead arrives ││ │ ││ ▼ ││ 2. Check team availability ││ - Filter out: OOO, at capacity, off-hours ││ │ ││ ▼ ││ 3. Calculate weighted position ││ - Current assignments today ││ - Capacity percentage ││ - Last assignment time ││ │ ││ ▼ ││ 4. Assign to rep with lowest weighted score ││ │ ││ ▼ ││ 5. Update tracking, notify rep ││ │└─────────────────────────────────────────────────────────────┘3. AI-Powered Lead Scoring
yaml
ai_scoring: provider: openai model: gpt-4 input_factors: demographic: - company_size - industry - job_title - location firmographic: - annual_revenue - employee_count - funding_stage - tech_stack behavioral: - pages_visited - content_downloads - email_engagement - demo_requests fit_score: - icp_match_percentage - competitor_usage - budget_authority scoring_prompt: | Score this lead from 0-100 based on: Our ICP (Ideal Customer Profile): - B2B SaaS companies - 50-500 employees - Series A or later - Using {competitor} or {similar_tool} Lead Data: {lead_data} Return JSON: { "score": 0-100, "fit_score": 0-100, "intent_score": 0-100, "tier": "A/B/C/D", "reasoning": "...", "recommended_action": "...", "routing_suggestion": "..." }
tier_thresholds: A: 80-100 # Hot lead, immediate follow-up B: 60-79 # Qualified, standard follow-up C: 40-59 # Nurture, marketing sequence D: 0-39 # Low priority, long-term nurture4. Territory Mapping
yaml
territory_map: north_america: west: states: [CA, WA, OR, NV, AZ, CO, UT] owner: "West Coast Team" reps: [Alice, Bob] central: states: [TX, IL, OH, MI, MN, WI] owner: "Central Team" reps: [Carol, David] east: states: [NY, MA, PA, FL, GA, NC] owner: "East Coast Team" reps: [Eve, Frank] international: emea: countries: [UK, DE, FR, NL, ES, IT] owner: "EMEA Team" timezone: "Europe/London" apac: countries: [JP, SG, AU, KR, IN] owner: "APAC Team" timezone: "Asia/Tokyo"
overlap_resolution: # When lead matches multiple territories priority_order: 1: named_account_owner # If account already has owner 2: industry_specialist # If industry requires specialist 3: geography # Default to geography5. Workload Balancing
yaml
workload_balancer: check_frequency: hourly metrics_tracked: - current_open_leads - leads_assigned_today - leads_assigned_this_week - average_response_time - conversion_rate balance_rules: max_variance: 20% # Max difference between reps rebalance_trigger: - variance > max_variance - rep_at_capacity - rep_underperforming rebalance_actions: - pause_assignments: for_overloaded_rep - increase_weight: for_underloaded_rep - notify_manager: when_rebalancing capacity_management: per_rep: max_open_leads: 50 max_new_per_day: 15 max_new_per_week: 60 team_level: overflow_queue: true overflow_notify: sales_manager escalation_threshold: 2_hoursWorkflow Implementation
Complete Lead Routing Workflow
yaml
workflow: "Intelligent Lead Router"
trigger: - type: hubspot_contact_created - type: form_submission - type: api_webhook
steps: 1. enrich_lead: providers: [clearbit, zoominfo] fields: - company_size - industry - revenue - location - linkedin_url 2. score_lead: method: ai_scoring store_result: hubspot_property: lead_score 3. determine_tier: A_tier: score >= 80 B_tier: score >= 60 C_tier: score >= 40 D_tier: score < 40 4. apply_routing_rules: sequence: - check: named_account_owner - check: industry_specialist - check: territory_match - check: round_robin_availability 5. assign_owner: hubspot: update_contact: hubspot_owner_id: "{selected_owner_id}" lead_status: "New" lead_tier: "{tier}" routing_reason: "{routing_logic}" 6. create_task: hubspot: type: CALL subject: "Follow up: New {tier} lead - {company}" due_date: "{sla_deadline}" priority: "{priority_based_on_tier}" notes: | Lead Score: {score} Routing Reason: {routing_reason} Key Info: {summary} 7. notify_owner: slack_dm: message: | 🎯 *New Lead Assigned* **{contact_name}** at **{company}** Score: {score} ({tier} Tier) 📞 SLA: Respond within {sla_time} Quick actions: • [View in HubSpot]({hubspot_link}) • [LinkedIn]({linkedin_url}) • [Schedule Call]({calendly_link}) 8. start_sla_timer: deadline: "{sla_deadline}" escalation_path: - 50%_elapsed: reminder_to_owner - 80%_elapsed: notify_manager - 100%_elapsed: reassign + alertSLA Management
yaml
sla_tiers: tier_a: response_time: 1_hour escalation_path: - 30min: slack_reminder - 45min: manager_alert - 60min: auto_reassign tier_b: response_time: 4_hours escalation_path: - 2h: slack_reminder - 3h: manager_alert - 4h: auto_reassign tier_c: response_time: 24_hours escalation_path: - 12h: slack_reminder - 20h: manager_alert - 24h: move_to_queue
sla_reporting: metrics: - response_time_avg - response_time_p90 - sla_compliance_rate - escalation_count report_frequency: weekly recipients: [sales_manager, ops_manager]Reporting Dashboard
markdown
# Lead Routing Report - {Week}
## Distribution Summary| Rep | Assigned | Responded | Avg Response | SLA Met ||-----|----------|-----------|--------------|---------|| Alice | 45 | 43 | 1.2h | 96% || Bob | 42 | 40 | 1.8h | 90% || Carol | 38 | 38 | 0.8h | 100% || **Total** | **125** | **121** | **1.3h** | **95%** |
## By Tier| Tier | Count | Avg Score | Converted | Conv Rate ||------|-------|-----------|-----------|-----------|| A | 25 | 87 | 12 | 48% || B | 45 | 68 | 15 | 33% || C | 35 | 52 | 5 | 14% || D | 20 | 28 | 1 | 5% |
## Routing Breakdown- By Territory: 60%- By Industry: 25%- Round Robin: 15%
## Issues- 3 leads waited >SLA (reassigned)- Alice at 95% capacity (monitor)- No coverage for Healthcare vertical (gap)
## Recommendations1. Hire Healthcare specialist2. Increase Bob's training (response time)3. Adjust A-tier threshold to 85 (too many false positives)Output Example
Request: "Route this lead: John Smith, CTO at TechCorp (500 employees, SF, SaaS)"
Output:
markdown
# Lead Routing Decision
## Lead Profile- **Name**: John Smith- **Title**: CTO- **Company**: TechCorp- **Size**: 500 employees- **Location**: San Francisco, CA- **Industry**: SaaS
## AI Scoring```json{ "score": 85, "fit_score": 90, "intent_score": 80, "tier": "A", "reasoning": "Strong ICP fit - CTO at 500-person SaaS company in our target market. High authority buyer.", "recommended_action": "Immediate outreach - high-value prospect"}Routing Decision
Assigned to: Alice Chen (Enterprise West)
Routing Logic:
- ✅ Territory: San Francisco → West Coast
- ✅ Company Size: 500 → Enterprise tier
- ✅ Industry: SaaS → No specialist needed
- ✅ Availability: Alice has capacity (18/20 today)
Action Items Created
-
Task: Follow up call
- Due: 1 hour (Tier A SLA)
- Priority: High
-
Slack Notification: Sent to Alice
-
SLA Timer: Started (1h countdown)
Recommended Outreach
Subject: Quick question about {pain_point} at TechCorp
Hi John,
Noticed TechCorp is scaling fast - congrats on the growth.
CTOs at similar SaaS companies often tell us {common_challenge}.
Would a 15-min call this week make sense to see if we can help?
[Calendly Link]
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*Lead Routing Skill - Part of Claude Office Skills*