Illustrative workflow
Lead intake and CRM routing
Every inquiry, from any source, becomes one CRM record with an owner and a due date. This is an example of how it could work, not a client case study.
The starting problem
Leads arrive from a website form, phone calls, and email. They land in different inboxes, some are answered twice, and some are never answered at all.
Where a person intervenes
- Low-confidence classifications go to a coordinator who assigns them manually.
- Salespeople own the follow-up and record outcomes in the CRM.
- A manager reviews routing accuracy and unassigned leads each week.
How the workflow operates
- 01
Every source sends new leads to one intake workflow: form submissions, chatbot conversations, call summaries, and forwarded emails.
- 02
The workflow checks for an existing contact to avoid duplicates and fills in missing details where it can.
- 03
AI classifies the request by service line and urgency, with a confidence score.
- 04
Routing rules assign the lead to the right person and create a follow-up task due the same business day.
- 05
Leads not contacted within the agreed time are escalated to a manager.
What it depends on
Whether this works in your business depends on these, so we confirm them before design.
- Access to each lead source: web forms, phone calls, chat, and email
- A CRM that can identify an existing contact to avoid duplicates
- Routing rules agreed with the people who follow up
- A target for how quickly a new lead must be contacted
What happens when something fails
Every automated step needs a defined fallback and an owner.
- If classification confidence is low, the lead goes to a coordinator instead of being auto-assigned.
- If the duplicate check is uncertain, a person decides whether to merge the records.
- If nobody contacts a lead within the target time, a manager is alerted.
- If one lead source stops sending data, the workflow owner is notified.
Services to explore
Industries where this fits
Other example workflows
Have a workflow like this?
Tell us what happens today and what you’d like to happen instead. We’ll sketch how it could work, including where your team stays in control.