Routing Leads to the Right Person on Your Team

You do. Routing is one of the things you set from the dashboard, alongside sources and boundaries, so leads go wherever you tell them to go.

Can leads go to someone other than me?

You set the routing yourself, from the dashboard, alongside the sources the assistant answers from and the boundaries it operates under. Routing is one of the three things you control directly. It's not fixed to a single inbox you can't change, and it's not something you have to ask anyone to adjust for you.

How a lead gets created in the first place

When a visitor wants to talk to a person, wants to book something, or asks a question that needs judgment the assistant isn't built to give, it captures the visitor's name and contact information, with their permission, and sends it in. That handoff happens even at midnight, when nobody's actually at a desk to take a call.

Before that point, the assistant has already tried to answer directly from your business's own published content, and shown the source page for its answer. It only hands off when it can't verify something, or when the visitor specifically asks for a person. That keeps the volume of leads reaching your team down to the ones that actually need a human, rather than every single conversation that happened on your site.

What you configure

Routing sits next to sources and boundaries as something you set and can change later, from the dashboard, without needing anyone technical to make the change for you. If the person handling bookings changes, or you want a different inbox to catch leads for a specific line of business, that's an adjustment you make yourself, whenever you need to.

Seeing what's landed

The dashboard tracks which leads still need follow-up, so a handoff that arrived overnight doesn't get lost in a general inbox and go unanswered. It sits alongside what people have been asking the assistant and where it needed help, giving you one place to check rather than several.

What it looks like in practice

A visitor to a wrestling training camp's site asks: "Can my son who's never wrestled before still register for the camp?"

The assistant answers: "Yes, we welcome first-time wrestlers. Source: Camp FAQ page. Want me to get your name and a way to reach you so our team can help with registration?"

If the visitor says yes, their name and contact are sent to whichever inbox is set up to receive it, the one you've configured for camp registration questions, not necessarily the same inbox that handles a general question about the camp.

Common questions

Do all leads have to go to the same person?

No. Routing is something you set from the dashboard, alongside sources and boundaries, and you can change it later.

Does the assistant hand off every conversation, or just some?

Just some, when a visitor wants to talk to a person, wants to book something, or asks something the assistant can't verify from your content.

What information comes through with a lead?

The visitor's name and contact information, captured with their permission, at the point they asked for a handoff. The free private preview is built in under 24 hours, no card, at askmy.business.

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