Three rules for a routing table that works
Order matters.
A request that mentions both “invoice” and “urgent” can only go to one person. The first rule that matches wins, so put the most specific rules at the top.
Every table needs an anything-else person.
Some requests match nothing. If nobody owns those, they sit until a customer calls back. Name one person who gets everything else.
Test it on real messages.
Paste last week’s emails into the tester below. Every one that lands on the wrong person is a rule to fix before you rely on the table.
Build your table
Rule 1
Separate words or phrases with commas.
Rule 2
Separate words or phrases with commas.
Rule 3
Separate words or phrases with commas.
Once the table holds
A table in a document helps. A table your inbox or form reads on its own helps more, because then the rule holds for whoever is working that day.
The replace manual intake guide covers the rest of the path, from the request arriving to it being tracked.
Want requests routed for you?
Send me your table. I will tell you what it takes to route every new email or form to the right person automatically, with the anything-else person as the backstop.