Outcome. A new inquiry from an existing customer reaches their current owner directly, instead of falling through the cracks because your new-lead round-robin deliberately ignores customers.
Workflow map
Enrollment, branches and actions at a glance
lead-routing-019
flowchart TD
A[Customer submits inquiry form] --> B{Owner known?}
B -->|Yes| C[Notify current owner + create follow-up task]
B -->|No| D[Rotate to CS fallback pool + notify sales ops]
When to use it, when not to
- UseUse it alongside a new-lead routing workflow (lead-routing-001 or
lead-routing-006) that excludes
Lifecycle stage is customerfrom its own enrollment criteria, which is the recommended setup; that exclusion means nothing currently notifies anyone when an existing customer submits a new inquiry, and this fiche fills that gap. - UseUse it for general contact-us or inquiry forms that both prospects and customers might submit.
- SkipDo not use it if your inquiry form is only for pre-sale leads and customers use a separate support channel; route that through tickets-sla instead.
- SkipDo not use it as a substitute for reassigning a customer whose owner already left the company. Fix that first, see lead-routing-012.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.3 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.5 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.4 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the lead routing pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
