Reassign lead when owner has no activity within SLA window

Outcome. A lead that its owner has not touched within the agreed window is automatically pulled off that owner and handed to another rep, instead of sitting stale in a busy inbox.

flowchart TD
    A[Lead routed date set + owner known] --> B[Delay 4 business hours]
    B --> C{Contacted since routing?}
    C -->|Yes| D[End, no action]
    C -->|No| E{Reassignment count < 2?}
    E -->|Yes| F[Notify current owner's manager]
    F --> G[Rotate to backup pool]
    G --> H[Reset lead routed date, increment reassignment count]
    H --> I[Notify new owner]
    E -->|No| J[Notify sales director + add to manual routing list]

When to use it / when not to

• Use it as the enforcement layer behind an SLA warning workflow (lead-routing-003), when a warning alone is not enough and leads need to actively move.
• Use it for inbound leads with no existing relationship, where any available rep can pick it up.
• Do not use it for named accounts or leads with a required specific owner (existing relationship, territory rule, partner deal). Exclude those with a suppression list.
• Do not run this at the same time as an unrelated SLA-warning workflow without coordinating the timers; both reading the same Last contacted date on independent clocks causes confusing double-notifications.