Lead Routing

Lead routing assigns an incoming inquiry to the person, team, or process responsible for responding to it. A home repair business might route emergency plumbing requests differently from general painting estimates, or send requests outside its service area for review. Routing is not lead scoring, which prioritizes leads, and it is not lead nurturing, which maintains communication over time. Good routing relies on accurate submission details, staff availability, and a backup path when someone is away. An automatic assignment that leads to an unattended inbox is not a successful workflow. Businesses should monitor response times and protect customer information while distributing inquiries.