# Home-service lead-routing rulebook
RevSet Labs · October 3, 2026
Original planning worksheet. Sample deadlines are not service guarantees.
Guide: https://revsetlabs.com/resources/automated-lead-routing-home-services/

## Define one first release
- Source, event identifier, receipt timestamp:
- CRM and opportunity type:
- Supported service and explicit exclusions:
- Territory source, owner, version and effective date:
- ZIP boundaries needing a full address:
- Overlap priority and approval owner:
- Team, staffed hours, timezone, holidays:
- Availability source and maximum age:
- Capacity limit and source:
- Existing-owner continuity rule:
- Selection method among eligible people:
- Acceptance event and deadline:
- Backup eligibility and escalation limit:
- Exception coordinator and review deadline:
- After-hours owner and honest customer message:
- Notification failure and recovery process:
- Access boundaries between locations:

## Record the handoff
Source event → inquiry ID → original request → territory/service decision → rule version → assignment version → offered owner/time → acceptance deadline → accepted owner/time → next action → notification failures → escalation history.
Keep assignment, acceptance, customer contact, booking and revenue separate.

## Acceptance checks
For each: record expected behavior, observed behavior, evidence, reviewer and pass/fail.
1. Ordinary eligible inquiry reaches one owner.
2. Overlapping territory uses the approved priority.
3. Split ZIP needs more location detail.
4. Unsupported service receives the approved response.
5. Missing location stays visible for review.
6. Full capacity invokes the approved fallback.
7. All recipients away produces an owned exception.
8. Holiday arrival uses the correct staffed period.
9. Repeated source event produces no second assignment.
10. Separate project from same contact remains distinct.
11. Failed notification is visible and recoverable.
12. First offer expires; eligible backup accepts.
13. Late first-owner acceptance cannot steal the inquiry back.
14. Simultaneous acceptances preserve one current owner.
15. Failed CRM update does not claim confirmed ownership.

## Review ten consecutive inquiries
Record inquiry ID (use anonymized IDs here), receipt, eligibility, offered owner/time, accepted owner/time, escalation, next action, first customer contact, unresolved reason.
Do not cherry-pick successful records. Compare like sources and staffed periods. Small samples help find failure patterns; they do not prove revenue uplift.

Implementation scope: https://revsetlabs.com/solutions/crm-and-pipeline/
Consultation: https://revsetlabs.com/consultation/