Lead routing and the first-response SLA

What it does

Lead routing gives every new lead an owner without anyone having to assign it. The first-response SLA sets how quickly someone must act on a new lead, and Oris Work alerts the owner (and then your escalation people) when that time passes with no response. It applies to leads from every entry point: manual entry, web forms, imports and chat.

Who can use it

Everyone on the team can open the page and see the settings. Only an admin can save changes. Open it from the Leads page with the 'Routing & response time' button.

Set up routing

• Tick 'Assign owners automatically'.
• Under 'Eligible team members (round-robin)', tick the people who should receive leads. New leads are shared out in turn among the active people you tick. Deactivated teammates are skipped.
• Optional: click 'Add rule' to send certain leads to specific people. A rule can match on 'When source is' (comma separated, for example web_form) and 'and service interest contains' (for example ITR, GST). Leave a box blank to match anything.
• Rules are checked top to bottom and the first match wins. A lead that matches no rule goes round-robin. A matching rule whose people are all inactive falls through to the next one.
• Click 'Save settings'. You cannot turn routing on without at least one eligible person or one rule.

Set the response deadline

• Under 'First-response time', enter the number of hours in 'Respond to every new lead within'. The smallest value is 0.25 hours. Leave it blank for no deadline.
• Under 'If missed, escalate to', tick the managers who should be told. They are alerted about an hour after the owner was, if the lead is still untouched.
• Optionally enter a number of days in 'Alert the owner when a lead is untouched for'. The owner gets one alert per quiet spell. Leave it blank to turn this off.
• Click 'Save settings'.

What counts as a response

You do not have to press anything. A lead counts as responded to as soon as its status moves off 'new', an activity (call, note, task) is logged on it, or an outbound WhatsApp message is sent in a conversation linked to it. Leads that are lost, unqualified, won, converted or disqualified are never chased. Only leads created in the last 30 days are chased, so importing an old backlog does not flood anyone with alerts.

Where you see it

• The owner gets an in-app notification 'Lead assigned to you' when a lead is routed to them (not when they assign it to themselves, and not for bulk imports).
• On the Leads page, a panel with two tabs: 'Needs first response' (overdue ones are marked) and 'Going cold'. Tick 'Mine only' to see just your own. The panel hides itself when nothing needs attention.
• If a lead has no owner, the deadline alert goes straight to the escalation people.

Clean up owner names typed into Source

Some leads have a teammate's name or initials typed into the Source field. At the bottom of the settings page, click 'Scan leads' to preview them, then 'Move to owner' to assign each lead to that person (only if it has no owner yet) and clear the Source. Ambiguous names are never guessed.

Common problems

• Save fails with 'Nothing to route to': tick at least one eligible team member or add a rule.
• Leads are not being assigned: check that 'Assign owners automatically' is ticked and the chosen people are active. Routing never changes a lead that already has an owner.
• No alerts: the deadline alerts only run if you entered hours (or days) in the settings, and alerts are sent by a background check that runs on a regular schedule, so they can arrive a little after the deadline.
• You cannot save changes: you need the admin role. Ask an admin.