Intelligent routing of leads to appropriate technicians

Purpose

1. Automatically assign incoming appliance repair leads to the most suitable technician based on location, skill set, availability, and workload balancing to streamline scheduling, maximize first-time fix rates, reduce response time, and enhance customer satisfaction.

2. Ensure seamless and scalable management of high lead volumes, preventing bottlenecks and manual errors in technician assignment.

Trigger Conditions

1. New lead generated from website form submission, call, or SMS.

2. Entry created in CRM or appointment booking tool for repair services.

3. Integration event received from lead aggregation platform or marketplace.

4. Change in technician status (e.g., availability updated, skills added).

Platform Variants

1. Twilio

• Feature/Setting: Incoming SMS Webhook; configure SMS to trigger HTTP POST to workflow for lead intake.
  

2. SendGrid

• Feature/Setting: Inbound Parse Webhook; parse email lead notifications to extract repair details.
  

3. Salesforce

• Feature/Setting: Process Builder or Flow; auto-route new “Lead” record creation to assignment automation.
  

4. HubSpot

• Feature/Setting: Workflow Automation; trigger technician assignment on new form submission.
  

5. Pipedrive

• Feature/Setting: Deal Created Webhook; initiate assignment from new deals pipeline.
  

6. Zoho CRM

• Feature/Setting: Blueprint/Workflow Rules; trigger routing logic on new lead entry.
  

7. Microsoft Dynamics 365

• Feature/Setting: Power Automate Flow; execute routing from new case or lead records.
  

8. Google Sheets

• Feature/Setting: App Script/OnChange Trigger; process new row in lead intake sheet for routing.
  

9. Slack

• Feature/Setting: Incoming Webhook; send lead details to a channel or technician-specific DM.
  

10. Airtable

• Feature/Setting: Automation/Script Action; run script on new record for routing logic.
  

11. Monday.com

• Feature/Setting: Automations; trigger technician assignment on item creation.
  

12. ServiceTitan

• Feature/Setting: API/Dispatch Automation; use job creation webhook to assign best-fit tech.
  

13. Freshdesk

• Feature/Setting: Ticket Automation Scenario; assign to technician group according to category.
  

14. FieldAware

• Feature/Setting: Lead Intake; set automation rules to assign new leads by region and skill.
  

15. ClickSend

• Feature/Setting: Inbound SMS/Webhook; parse and forward leads to routing process.
  

16. Mailgun

• Feature/Setting: Routes/Forwarding Webhook; collect inbound email and extract assignment data.
  

17. Zendesk

• Feature/Setting: Trigger/Automation; route incoming tickets/leads to field team queue.
  

18. CalendarHero

• Feature/Setting: Workflow/Assign Meeting; auto-create calendar invites for assigned tech.
  

19. Intercom

• Feature/Setting: Inbox Assignment Rules; distribute incoming chat leads to repair team.
  

20. Jobber

• Feature/Setting: Workflow Automation; assign leads to field staff based on tags/regions.
  

21. Google Calendar

• Feature/Setting: API/Event Creation; set appointment and assign to technician calendar.
  

22. Asana

• Feature/Setting: Rules/Custom Fields; assign a technician when a new task (repair request) is created.
  

23. Notion

• Feature/Setting: Automations/Database API; programmatically update tech assignment for new leads.
  

Benefits

1. Faster lead response time and improved scheduling efficiency.

2. Increased technician productivity and reduced idle time.

3. Enhanced customer satisfaction through relevant technician assignment.

4. Reduced manual errors, allowing dispatchers to focus on exception cases.

5. Scalable handling of lead surges across multiple channels with consistent workflow.