Score and route inbound leads while the buyer is still on the site
Form fills, demo requests and chat are matched to existing accounts, enriched, scored against fit and intent rules and routed to an owner with an alert, all in minutes. Leads not worked within your SLA are reassigned. For revenue teams where inbound sits in a queue.
Function: Sales · Industry: Any industry
Score and route inbound leads while the buyer is still on the site
6 steps
At a glance
- Trigger
- A form is submitted, or a chat or email inquiry is received.
- Typical inputs
- Form fields and chat transcripts
- Account and contact records
- Routing and territory rules
- Rep availability and capacity
- Systems it usually connects to
- HubSpot
- Salesforce
- Chili Piper
- Slack
- How the work splits
4 rules, 1 model, 1 person steps
How it runs, step by step
6 steps, each tagged by what does the work. Rules are fixed logic, a model reads or drafts, and a person decides.
- Rules Fixed logic in code
- Model AI reads or drafts, with a confidence score
- Person A named person decides
- 1
Match to an account
RulesThe lead is matched to an existing account and owner by email domain and company name.
- 2
Enrich the record
RulesCompany size, industry and location are filled in from your data provider.
- 3
Read the free text
ModelA model reads the message or chat and extracts the need, timeline and any named product or competitor.
- 4
Score and write the reason
RulesFit and intent rules produce a score, and the reasons are written on the record.
- 5
Route and alert
RulesThe lead goes to the owner by territory and capacity, with a Slack alert and a booking link offered to the buyer.
- 6
Work the lead
PersonThe rep replies and qualifies. Leads untouched past the SLA are reassigned and flagged to the manager.
Where people approve
The decisions that stay with your team, whatever the confidence score says.
- Sales operations owns the routing rules and SLA.
- Managers resolve disputes over ownership.
- Named accounts follow the account owner's own rules.
KPIs to track
What to measure, before and after. Targets come from your own baseline.
- 01Minutes from submission to first touch
- 02Leads reassigned for missing the SLA
- 03Meeting rate by score band
- 04Duplicate records created
Questions about this workflow
Is the score a model's guess?
The score comes from rules you can read. The model's part is reading the free text for the need and timeline, which become inputs to those rules. That keeps the score explainable to a rep who asks why a lead ranked low.
What about spam and tire-kickers?
Obvious spam is filtered by rules. Students, job seekers and competitors can be tagged from the text and routed to a different queue, so reps do not spend time on them.
Which steps use rules, a model and a person?
Rules: match to an account; enrich the record; score and write the reason; route and alert. Model: read the free text. Person: work the lead. Rules are fixed logic in code. A model reads or drafts and reports its confidence. A named person decides.
What do we need to start?
Typically: form fields and chat transcripts; account and contact records; routing and territory rules; rep availability and capacity. You also need read access to HubSpot, Salesforce, Chili Piper and Slack, or the equivalents you use. A workflow audit measures your volumes and past cases first, then gives a fixed price for the build, so you can decide with real numbers.