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Lead Management 5 minDecember 13, 2023

Inbound Lead Triage Matrix for Scaling Teams

Route chat, form, and partner leads with a four-quadrant matrix tied to response SLAs.

inbound triage routing sla

Inbound should never feel like a black hole. Use a triage matrix based on buying intent and company fit to decide whether bots, SDRs, or AEs respond first.

Matrix Overview

FitIntentOwnerSLA
HighHighAE10 minutes
HighLowSDR2 hours
LowHighNurture agentImmediate
LowLowCommunity inviteNext day

Systems Integration

Embed the matrix in PerksMate so leads automatically receive the right playbook without human triage.

Frequently Asked Questions

How do we measure success?+

Track response-time SLAs and conversion per quadrant.

Where do chat leads land?+

Push them into the same pipeline with a chat_source tag.

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