Intake Desk: Lead Routing & Task Dispatch

Automate intake validation, routing, and dispatch

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Outcomes

  • Reduce intake-to-dispatch time from hours to under 10 minutes
  • Eliminate misrouted requests caused by manual triage
  • Give every inbound request a tracked status from first touch to completion
  • Free up ops coordinators to focus on exceptions, not data entry

Before & After

Before

  • New requests arrive in a shared inbox and sit until someone manually reads, categorizes, and assigns them
  • Missing information discovered mid-project causes rework and delays
  • Dispatch assignments tracked in a spreadsheet that is always slightly out of date

After

  • Requests are parsed, validated, and routed to the right team within minutes of arrival
  • Validation checks catch incomplete submissions immediately and auto-request the missing details
  • Live dispatch board in Google Sheets updated in real time with status, assignee, and timestamps

Workflow Map

Trigger New form submission or email received in the intake inbox
step Capture inbound request Log the request from HubSpot form submission or Gmail intake inbox into the master tracker
step Validate required fields Check for completeness: service type, location, contact info, preferred schedule
step Request missing information If validation fails, send an automated email via Gmail asking the submitter to fill in the gaps
step Categorize and score Tag the request by service type, urgency, and region using rules defined in the routing table
step Route to team Assign to the correct ops team or individual based on category, capacity, and region
Approval Manager review (high-value) Slack alert to ops manager for requests above a revenue or complexity threshold
Output Dispatch confirmation Send confirmation email to the requester and update the Google Sheets dispatch board

Integrations

HubSpot
Gmail
Slack
Google Sheets

Exceptions Handled

  • Duplicate submission detected: merges with existing record and notifies coordinator
  • Submitter does not respond to missing-info request within 48 hours. Escalates to ops manager via Slack
  • No available team member in the assigned region: flags for manual reassignment
  • High-priority request received outside business hours: sends Slack alert to on-call coordinator
  • Form spam detected: quarantines the submission and skips routing

7-Day Implementation Timeline

Day 1

Connect HubSpot and Gmail; define intake sources and map existing form fields

Day 2

Build the validation rules and missing-info email templates

Day 3

Create the routing table: categories, regions, team assignments, and capacity limits

Day 4

Set up the Google Sheets dispatch board with live status tracking

Day 5

Configure Slack notifications, approval flows, and escalation rules

Day 6

Parallel run: new requests processed by both the old method and the automated workflow; compare results

Day 7

Go live; retire manual triage process and monitor first full cycle

Pricing Hint

Ops intake workflows typically fit within the Grow plan.

View pricing plans →

Frequently Asked Questions

Absolutely. Each service type gets its own required-fields checklist, so a residential request can have different requirements than a commercial one. Book a 15-min Fit Call to map out your categories.

You can forward those requests to the intake Gmail inbox, and the workflow picks them up from there. We can also add new intake channels over time. Book a 15-min Fit Call to plan your rollout.

The routing table supports capacity flags. When a team member is marked unavailable, their requests automatically shift to the next person in the rotation.

Yes. The Google Sheets dispatch board is shared with view or edit access as you see fit. Everyone sees real-time status, assignee, and timestamps.

How It Works

Every inbound request, whether it arrives through a HubSpot form or hits the intake email inbox, is automatically captured, validated, and routed to the right person on your ops team. The workflow checks for missing information up front so your coordinators never discover halfway through a job that they are missing a key detail. Validated requests are scored by urgency and region, matched against your team’s capacity, and dispatched with a confirmation sent back to the requester.

Why It Matters

Manual triage is slow, inconsistent, and invisible. When one coordinator is out sick, the inbox backs up and nobody knows which requests have been touched. This workflow replaces that fragile process with a repeatable system that routes every request the same way, every time. The live dispatch board in Google Sheets gives your entire team a single source of truth. No more “did anyone pick this up?” messages in Slack.

What You Get on Day Seven

By the end of implementation week, every new request flows through a validated, tracked pipeline from intake to dispatch. Your ops manager gets Slack alerts only for the edge cases that need human judgment, while the routine work happens automatically. The parallel run on Day 6 lets you compare old versus new side by side, so you go live with full confidence on Day 7.

Learn More

Pricing Security Our Process

Ready to automate this workflow?

Book a 15-minute fit call. We will walk through your setup, confirm the integrations, and map out your 7-day go-live plan.

Book a 15-min Fit Call

Intake Desk: Lead Routing & Task Dispatch

Book a 15-min Fit Call