Here is a set you can adapt directly. The principle is an ordered list where the first match wins, ending in a catch all that names a person.
Rule one, existing relationship. If the phone number or email matches an existing customer or open deal, assign to that owner and attach the enquiry to the existing record. Rule two, duplicate within thirty days. If the same contact enquired recently, attach to the original lead and notify the owner rather than creating a new record. Rule three, named accounts. If the company appears on a defined list of strategic accounts, assign to the named owner regardless of source.
Rule four, specialism. If the enquiry names a product line that a specific rep handles, assign to that rep if available. Rule five, territory. If the postal code or state falls in a defined territory, assign to the territory owner if available. Rule six, capacity based round robin. Assign to whoever has the fewest untouched leads among available reps. Rule seven, catch all. Assign to the sales manager by name, never to a queue with no owner.
| Scenario | Rule that fires | Assigned to | Why |
|---|
| Existing customer asks about a new order | Existing relationship | Current account owner | Continuity beats rotation |
| Same person fills the form twice in a week | Duplicate within thirty days | Original owner, with alert | Avoids two reps calling |
| Enquiry from a defined strategic account | Named accounts | Named owner | Relationship value |
| Enquiry mentions a specialist product | Specialism | Product specialist if available | Conversation quality |
| Regional enquiry with a clear postal code | Territory | Territory owner if available | Local knowledge and travel |
| Generic enquiry, no signals | Capacity round robin | Rep with fewest untouched leads | Even response times |
| Nothing matches, or all unavailable | Catch all | Sales manager by name | No lead is left unowned |