Automatic routing. SLA enforcement. Zero leads lost.
Never Miss a Lead Again
Leads don't get lost because teams don't care. They get lost because nobody owns them — especially during busy hours. ServiceHub's routing engine ensures every lead gets an owner, response times stay under control, and nothing falls through the cracks.
The Problem: Leads Without Owners
When leads come in, chaos often follows:
The result? Lost revenue from leads that should have converted.
The Solution: Intelligent Lead Routing
ServiceHub automatically routes every lead using rules you control:
Lead Arrives
New lead comes in from booking page, form, or referral
Rules Evaluate
Routing rules check conditions: service type, postal code, time of day, store
Owner Assigned
Lead is automatically assigned to the right staff member
SLA Monitored
If no response within X minutes, escalation triggers
Escalation
Manager notified or lead re-routed to available staff
Routing Capabilities
Round Robin Assignment
Distribute leads evenly across your team. Each staff member gets their fair share, preventing overload and ensuring balanced workloads.
Lowest Workload
Automatically assign to the staff member with the fewest current jobs. Perfect for ensuring fast response times during busy periods.
Smart Routing (Travel Time)
For mobile teams, automatically check travel time between jobs. Ensures the assigned staff member can actually reach the customer on time.
Service-Based Routing
Route HVAC leads to HVAC specialists, plumbing to plumbers. The right expert gets the right lead automatically.
Postal Code Routing
Route leads to the nearest store or service area based on customer postal code. Perfect for multi-location businesses.
Store-Based Routing
When customers select a store on your booking page, leads go directly to staff assigned to that location.
Time-Based Rules
Route differently based on day of week or time of day. After-hours leads can go to on-call staff or overflow queues.
SLA Escalation
If a lead isn't responded to within X minutes, automatically notify a manager or re-route to another available staff member.
Overflow Routing
When the whole team is overloaded, route to an overflow queue or even an overflow store so leads still get handled.
How Service Businesses Use Lead Routing
Property Management
Route maintenance requests to the right property manager based on building. Emergency keywords trigger immediate escalation to on-call staff.
Multi-Location Services
Route leads to the nearest store based on postal code. Each location sees only their leads, reducing confusion and improving response times.
Specialized Services
HVAC company routes AC repairs to certified AC technicians, heating to heating specialists. Customers get experts, not generalists.
Peak Time Handling
During busy seasons, route to lowest-workload staff. When everyone is slammed, overflow to a backup team or partner company.
After-Hours Coverage
Leads arriving after 6 PM route to on-call staff. Urgent keywords like 'emergency' or 'leak' trigger immediate SMS alerts.
Sales Team Distribution
Round-robin assignment ensures every sales rep gets equal opportunities. No more cherry-picking or leads falling through cracks.
How It Works
Create Rules
Set up routing rules with conditions (service, postal code, time) and actions (assign staff, notify, escalate).
Set Priority
Order your rules by priority. First matching rule wins, so put specific rules before general ones.
Lead Arrives
When a new lead comes in, ServiceHub evaluates your rules in priority order.
Auto-Assignment
The matching rule's action executes: staff assigned, store set, notifications sent.
SLA Monitoring
If the assigned staff doesn't respond within your SLA, escalation rules trigger automatically.
ServiceHub vs. Manual Assignment
| Feature | ServiceHub | Manual |
|---|---|---|
| Lead assignment speed | ✓ Instant (< 1 second) | 5-30 minutes |
| Workload balancing | ✓ Automatic | Manual tracking |
| Postal code routing | ✓ Built-in | ✗ Not available |
| SLA enforcement | ✓ Automatic escalation | ✗ Hope someone notices |
| After-hours routing | ✓ Time-based rules | ✗ Manual handoff |
| Overflow handling | ✓ Automatic re-routing | ✗ Leads pile up |
| Audit trail | ✓ Full history | ✗ No tracking |
Frequently Asked Questions
How many routing rules can I create?
Unlimited. Create as many rules as you need to handle different scenarios. Rules are evaluated in priority order, so the first matching rule wins.
Can I route based on custom form fields?
Yes. You can create field-match rules that route based on any field in your booking form questionnaire, like property type, urgency level, or budget range.
What happens if no rules match?
If no routing rules match, the lead remains unassigned and appears in your general leads queue. You can create a catch-all rule with no conditions as a fallback.
Can I route to multiple staff members?
Yes. You can set up round-robin or lowest-workload assignment across a group of staff. The system picks the best candidate automatically.
How does SLA escalation work?
You set a time threshold (e.g., 30 minutes). If the assigned staff hasn't responded by then, ServiceHub can notify a manager, re-assign to another staff member, or both.
Can I test my routing rules before going live?
Yes. You can create test leads and see which rules match and what actions would be taken. This helps you verify your setup before real leads come in.
Set up intelligent routing in minutes. Every lead gets an owner.
Ready to stop losing leads?
No credit card required · Unlimited routing rules