Loading
Because routing is usually set up once and then patched. Two years later nobody can say why northern enquiries go to one person, and the rule that does it is in a system nobody has logged into since.
Routing rules assign new leads and enquiries to an owner or a queue based on conditions you write — territory, company size, product interest, source, or round-robin within a team.
Rules are an ordered, readable list. Each lead records which rule assigned it, so a misrouted enquiry is traced to a specific line rather than debated, and rules can be simulated before they go live.
A team believed enterprise leads were routed by size. The rule log showed 60% were caught by an earlier territory rule and never reached the enterprise queue — three lines of ordering, two years of missed leads.
It will not fix an unfair territory design. Rules execute a model of your market faithfully, including the parts of it that no longer match how you sell.
Assignment queues hold what routing produces, the shared inbox routes on the same rules, Desk uses the same mechanism for tickets, and Nest supplies who is available to receive.
Yes. Simulate it against recent leads and see what would have changed.
It goes to a fallback queue with a clock, rather than nowhere.
Yes. Availability comes from Nest, so round-robin skips people who are away.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.