routing-rules

Decision trees, platform-specific configurations, territory routing, ABM routing, and speed-to-lead benchmarks.

Lead Routing Rules

Decision trees, platform-specific configurations, territory routing, ABM routing, and speed-to-lead benchmarks.

Routing Decision Tree

Use this template to map your routing logic:

New Lead Arrives
│
├─ Is this a named/target account?
│  ├─ YES → Route to assigned account owner
│  └─ NO ↓
│
├─ Is ACV likely > $50K? (based on company size + industry)
│  ├─ YES → Route to enterprise AE team
│  └─ NO ↓
│
├─ Is this a PLG signup with team usage?
│  ├─ YES → Route to PLG sales specialist
│  └─ NO ↓
│
├─ Does lead match a territory?
│  ├─ YES → Route to territory owner
│  └─ NO ↓
│
└─ Default: Round-robin across available reps
   └─ If no rep available: Assign to team queue with 1-hour SLA

Customize this tree for your business. The key principle: route to the most specific match first, fall back to general.

Round-Robin Configuration

Basic Round-Robin Rules

  1. Distribute leads evenly across eligible reps
  2. Skip reps who are on PTO, at capacity, or have a full pipeline
  3. Weight by quota attainment (reps below quota get slight priority)
  4. Reset distribution count weekly or monthly
  5. Log every assignment for auditing

HubSpot Round-Robin Setup

Using HubSpot's rotation tool:

Custom rotation with workflows:

  1. Create a custom property "Rotation Counter" (number)
  2. Workflow trigger: New MQL created
  3. Branch by rotation counter value (0, 1, 2... for each rep)
  4. Set contact owner to corresponding rep
  5. Increment counter (reset at max)
  6. Create follow-up task with SLA deadline

Salesforce Round-Robin Setup

Using Lead Assignment Rules:

  1. Setup → Feature Settings → Marketing → Lead Assignment Rules
  2. Create rule entries in priority order (most specific first)
  3. For round-robin: Use assignment rule + custom logic

Using Flow for advanced routing:

  1. Create a Record-Triggered Flow on Lead creation
  2. Get Records: Query a custom "Rep Queue" object for next available rep
  3. Decision element: Check rep availability, capacity, territory
  4. Update Records: Assign lead owner
  5. Create Task: Follow-up task with SLA
  6. Update "Rep Queue" to track last assignment

Territory Routing

By Geography

| Territory | Regions | Assigned Team | |-----------|---------|---------------| | West | CA, WA, OR, NV, AZ, UT, CO, HI | Team West | | Central | TX, IL, MN, MO, OH, MI, WI, IN | Team Central | | East | NY, MA, PA, NJ, CT, VA, FL, GA | Team East | | International | All non-US | International team |

By Company Size

| Segment | Company Size | Team | |---------|-------------|------| | SMB | 1-50 employees | Inside sales | | Mid-market | 51-500 employees | Mid-market AEs | | Enterprise | 501-5000 employees | Enterprise AEs | | Strategic | 5000+ employees | Strategic account team |

By Industry

| Vertical | Industries | Specialist | |----------|-----------|------------| | Tech | SaaS, IT services, hardware | Tech vertical rep | | Financial | Banking, insurance, fintech | Financial vertical rep | | Healthcare | Hospitals, pharma, healthtech | Healthcare vertical rep | | General | All others | General pool (round-robin) |

Hybrid Territory Model

Combine multiple dimensions for precision:

Lead arrives
├─ Company size > 1000?
│  ├─ YES → Enterprise team
│  │  └─ Sub-route by geography
│  └─ NO ↓
├─ Industry = Healthcare or Financial?
│  ├─ YES → Vertical specialist
│  └─ NO ↓
└─ Round-robin across general pool
   └─ Weighted by geography preference

Named Account / ABM Routing

Setup

  1. Define target account list (typically 50-500 accounts)
  2. Assign account owners in CRM (1 rep per account)
  3. Match logic: Any lead from a target account domain routes to account owner
  4. Matching rules:

ABM Routing Rules

| Tier | Account Type | Routing | Response SLA | |------|-------------|---------|--------------| | Tier 1 | Top 20 strategic accounts | Named owner, instant alert | 1 hour | | Tier 2 | Top 100 target accounts | Named owner, standard alert | 4 hours | | Tier 3 | Target industry / size match | Territory or round-robin | Same business day |

Multi-Contact Handling

When multiple contacts from the same account engage:

Speed-to-Lead Data

Response Time Impact on Conversion

| Response Time | Relative Qualification Rate | Notes | |---------------|---------------------------|-------| | Under 5 minutes | 21x more likely to qualify | Gold standard | | 5-10 minutes | 10x more likely | Still strong | | 10-30 minutes | 4x more likely | Acceptable for most | | 30 min - 1 hour | 2x more likely | Below best practice | | 1-24 hours | Baseline | Industry average | | 24+ hours | 60% lower than baseline | Lead is effectively cold |

Source: Lead Connect, InsideSales.com

Implementing Speed-to-Lead

  1. Instant notification — Push notification + email to rep on MQL creation
  2. Auto-task with timer — Create task with 5-minute SLA countdown
  3. Escalation chain:
  1. Measure and report — Track actual response times weekly; recognize fast responders

Speed-to-Lead Automation

Trigger: New MQL created Actions:

  1. Assign to rep via routing rules (instant)
  2. Send push notification + email to rep
  3. Create task: "Contact [Lead Name] — 5 min SLA"
  4. Start SLA timer
  5. If no activity logged in 15 min → alert backup rep
  6. If no activity in 30 min → alert manager
  7. If no activity in 60 min → reassign via round-robin

Measuring Speed-to-Lead

Track these metrics weekly: