Capability · Routing
Route Every Lead to the Right Location, Team, and Next Action
In a franchise or multi-location organization, the first question about any lead is whose is it? Routing answers that in seconds — the same way every time.
Lead routing engine
IllustrativeTrigger
New leadService?
Home cleaningPostal code?
30318Eligible locations
Atlanta North · Atlanta CentralAvailability
Atlanta CentralAssigned to
Location + repThen
SLA timer starts
Routing failure states
Design for the lead that doesn't match.
Most routing problems aren't the happy path. They're the lead with no territory, the location that's closed, the rep on leave.
No matching territory
Fallback queue
Location unavailable
Alternate location
Rep unavailable
Team queue
Duplicate contact
Existing owner
No response
Escalation
Routing methods
Most networks combine three or four.
Escalation, reassignment and duplicate handling sit on top of whichever methods you use. Routing rules belong to the shared baseline described in GoHighLevel for franchises and GoHighLevel multi-location.
| Geographic / territory | Leads matched to the location that owns the area. |
|---|---|
| ZIP / postal code | Explicit code lists per location, maintained centrally. |
| Service-area | Routing depends on whether a location offers that service. |
| Location selection | The customer chooses; routing validates the choice. |
| Round robin | Even distribution across reps within one location. |
| Availability-based | Assigned to whoever can take the appointment. |
| Source-based | Paid, organic, referral or national campaign leads handled differently. |
| After-hours | Out-of-hours leads to a central team or next-morning queue. |
Routing should be reportable
If routing isn't recorded, response time can't be measured.
Every routing decision writes the fields reporting needs later, so corporate can see where a lead came from, who got it and what happened next.
- field_1
Lead source
- field_2
Location
- field_3
Owner
- field_4
Response time
- field_5
Outcome
Questions
Lead routing questions.
Next step
Design your lead routing.
Tell us how leads arrive today, how territories are defined and what happens when nobody picks one up.