SKILL.md
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
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
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
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
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
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
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
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
# 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)
## Recommendations
1. Hire Healthcare specialist
2. 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:
# Lead Routing Decision
## Lead Profile
- **Name**: John Smith
- **Title**: CTO
- **Company**: TechCorp
- **Size**: 500 employees
- **Location**: San Francisco, CA
- **Industry**: SaaS
## AI Scoring
{
"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