Lead Routing & SLA

What It Is

The layer that converts a lead-scoring-model threshold into action. A score is worthless if the lead sits, so routing enforces speed and accountability:
- Threshold = routing trigger: crossing "hot" auto-assigns by territory, rep availability, capacity.
- Speed SLA: an MQL reaches a specific rep within ~5 minutes — speed-to-lead is decisive (within the hour ≈ 7× the conversion of waiting a day).
- Acceptance SLA + feedback: the rep accepts or rejects within ~48 hours, with mandatory feedback on rejections — the signal that retrains scoring and ends the marketing-sales blame cycle.
- Shared contract: marketing and sales jointly own the MQL/SQL definitions, expected conversion by score band, and the SLAs.

How It Applies to Marketing Factory

Routing and SLA enforcement are almost entirely agent-ownable — fire assignment on threshold crossings, run the SLA timers, capture acceptance/rejection feedback — while the accept/reject judgment and the definition negotiation are human (agent-ownership-boundary). The rejection-feedback loop is a continuous mini experiment-loop that recalibrates thresholds against real conversion, and the routing/touch data feeds event-attribution. This is the plumbing that stops qualified demand from rotting between marketing and sales.

Referenced from: lead-scoring-and-routing