Territory
Route by location, market, listing area, service line, or any structured geography available to the workflow.
Routing and human handoff
Match every qualified lead with the right eligible agent.
Translate territories, owners, groups, ponds, source rules, schedules, and first-answer logic into a handoff system that updates Follow Up Boss after the human connects.
Routing inputs
Your business rules become explicit system rules.
Ownership
Preserve agent-owned leads, treat ponds and groups differently, and define reassignment exceptions.
Availability
Use working hours, schedules, eligibility, escalation order, and fallback paths before ringing.
First answer wins
Ring multiple eligible agents while the lead stays on the line; assign the person who actually connects.
Booking fallback
When no one answers, offer a calendar, schedule follow-up, or place the lead into an approved queue.
Write-back
Record the selected agent, transfer result, summary, stage, tags, and next action on the FUB record.
Handoff sequence
The lead should never wonder what happened next.
Each handoff has a defined success, no-answer, decline, voicemail, disconnected, and retry path.
- AI summarizes motivation and qualification before or during handoff.
- Eligible agents receive context rather than a blind call.
- The lead remains in a coherent conversation if no human connects.
- Assignment reflects the actual outcome rather than the attempted outcome.
1
Lead meets handoff criteriaQualification, request, or operator rule.
READY2
Eligible agents selectedTerritory, owner, availability, source, and fallback.
ROUTE3
Ring and connectSimultaneous or ordered call strategy.
TRANSFER4
FUB reflects the outcomeAssignment, summary, stage, notes, and next action.
SYNCTimothy implementation
Eight agents, with two to three eligible agents per territory.
The tested design kept the lead on the call, rang eligible agents, and used the first successful answer as the handoff and assignment outcome.
Routing workshop
Bring the spreadsheet, diagram, or rules your team currently follows.
We will turn it into a deterministic routing and fallback map.