Qualify and convert · Solution
CRM routing and handoff
Routing rules by territory, product, language and value, with the full conversation transcript attached so the rep opens the record already briefed.
A qualified lead is only qualified until it sits in a queue. The handoff is where good automation work most often falls over, because it is the point where a machine has to make a decision a manager used to make.
Routing is a set of rules about territory, product, language, value and availability. Written down, those rules are simple. Left undocumented, they are the reason a lead spent two days assigned to someone on leave.
We make the rules explicit, apply them the moment a lead becomes sales ready, and attach the full conversation so the rep opens the record already briefed.
What we build
Routing rules you can read
Territory, product line, language, deal size and working hours, written as rules rather than buried in a workflow nobody can audit.
Round robin with real availability
Distribution that respects leave, capacity and working hours, so nobody gets assigned a hot lead while they are offline.
Transcript and context attachment
The full qualification thread, the score and the reasoning land on the record. No rep has to ask a question the lead already answered.
Escalation when nothing happens
An unactioned sales-ready lead escalates on a timer rather than aging quietly in a queue.
Two-way sync
Status changes in the CRM flow back into the messaging layer, so an agent never follows up on a deal that already closed.
Worked examples
This solution, applied
Qualifying course and coaching enquiries before the enrolment deadline passes
A prospect who does not hear back this week enrols somewhere else. Here is how to qualify a course or coaching enquiry against real cohort dates and fit before admissions ever opens the thread.
Turning inbound clinic and dental enquiries into booked appointments
A website form or a WhatsApp message asking about a procedure is not yet a booking. Here is how to qualify it against real availability and insurance before reception ever opens the thread.
Why hospitality and event businesses lose the booking to response speed, not price
A wedding, corporate event or venue enquiry usually goes to whoever answers first with a real availability check, not whoever quoted the lowest number. Here is the sequence that answers before the enquiry goes cold.
FAQs
What people ask before scoping crm routing and handoff
Can routing rules change without a developer?
We build them so an operations manager can edit the values, for example territories and thresholds. Changing the shape of the logic is a development task, and we are clear about which is which before handover.
What happens if the CRM is down?
The lead is queued and retried rather than dropped, and a failure alert goes to a channel a human watches. Silent data loss is the failure mode we design against first.
How do you stop leads sitting unactioned?
An escalation timer. A sales-ready lead that nobody has touched within the agreed window escalates to a manager rather than aging quietly in a queue until the monthly pipeline review.
Does the messaging layer know when a deal closes?
Yes, through a two-way sync. Without it an automated sequence will cheerfully keep following up on a deal that closed last week, which is the single most embarrassing failure in this category.
Map your onboarding journey in thirty minutes
Bring the way leads reach you today. You leave with the sequence drawn out, the tools named and a realistic cost band, whether or not you build it with us.