The problem
New inquiries arrive in one place, while territory, account history, and ownership live in the CRM. Someone must reconcile them before Sales can respond.
Workflow
Before automation
Someone checks a shared inbox, copies details to the CRM, and decides who should respond.
Proposed design
A validated intake writes or matches one contact. A rule assigns a sales owner, with an explicit fallback queue.
Example sequenceReady
- Inquiry receivedQueued
- Match the contactQueued
- Apply ownership rulesQueued
- Notify the ownerQueued
Implementation conditions
- Agree fields and territory rules
- Test duplicates and unmatched leads
- Review assignment history with Sales Ops
Possible outcome
A sales owner can see the new task and its origin without copying the inquiry manually.
Limitations
Stable matching keys and an assigned fallback owner are required. This scenario uses sample states.