Route · who goes where
Every job to the right person, by rules you can read.
Route decides where each job, matter or order goes: by skill, area, who’s free and how busy everyone is. Every decision shows the rule behind it. We build it for your business after the Schematic, once Respond is running.
Your rulebook
- R1 Specialist work goes to someone trained for itFurnace work goes to a licensed gas techListings go to a listing agentDiagnostics go to a certified techCriminal matters go to a criminal lawyerMortgages go to a licensed mortgage advisorCommercial goes to a commercial brokerTax work goes to someone who files itPizza only goes to a kitchen with an ovenLarge items only from stores with a loading bayColour only with a trained colouristWelding goes to an estimator who quotes welding Always
Switch a rule off. The same five route again.
Today · 5 jobsjobsleadsjobsmattersenquiriesrequestsenquiriesordersordersbookingsRFQs
- 08:10 Site visitLeak under the sinkBuyer · 3-bed houseFront brakesSeparationRetirement planHome quoteMonthly bookkeepingPickup · 2 burgersOnline order · pickupCut and style500 brackets Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.DowntownKing StSam R.Sam R.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.EastsideMallLee K.Lee K.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.HarbourOutletAna P.Ana P.Tom B. · on callTom B. · on callTom B. · on dutyExpress bayTom B. · duty lawyerTom B. · senior advisorClaims deskTom B. · partnerCatering kitchenWarehouseTom B. · senior colouristTom B. · rush desk R2 · Urgent work goes to whoever is on callR2 · Emergencies go to the on-call techR2 · Same-day showings go to the agent on dutyR2 · Customers who wait go to the express bayR2 · Anyone in custody goes to the duty lawyerR2 · Renewals due this week go to the senior advisorR2 · Anyone reporting a claim goes to the claims deskR2 · Tax-office letters go to a partnerR2 · Orders for 20 or more go to the catering kitchenR2 · Same-day delivery ships from the warehouseR2 · Colour corrections go to the senior colouristR2 · Rush jobs go to the rush deskR3 · Keep people in their own areaR3 · Keep each tech in their own areaR3 · Keep agents in their own areaR3 · Match the tech’s shift to the drop-offR3 · Keep clients at their nearest officeR3 · Keep clients with their nearest officeR3 · Keep clients with their nearest officeR3 · Keep clients with their nearest officeR3 · Send each order to the nearest locationR3 · Fill from the store nearest the customerR3 · Book clients at their usual locationR3 · Keep each customer with their region’s estimatorR4 · Spread the day evenlyR4 · Spread the day evenlyR4 · Rotate leads evenlyR4 · Spread work evenly across techsR4 · Spread new matters evenlyR4 · Spread first meetings evenlyR4 · Spread new quotes evenlyR4 · Spread new clients evenlyR4 · Balance by how busy each kitchen isR4 · Spread picking across storesR4 · Spread bookings evenlyR4 · Spread RFQs evenlyR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does it
- 08:25 Urgent repairNo heatShowing today · Elm StCheck engine lightArrested last nightRenewal due FridayClaim · shop floodedLetter from the tax officeCatering for 40Same-day delivery · sofaColour correctionWeld repair · by Friday Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.DowntownKing StSam R.Sam R.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.EastsideMallLee K.Lee K.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.HarbourOutletAna P.Ana P.Tom B. · on callTom B. · on callTom B. · on dutyExpress bayTom B. · duty lawyerTom B. · senior advisorClaims deskTom B. · partnerCatering kitchenWarehouseTom B. · senior colouristTom B. · rush desk R2 · Urgent work goes to whoever is on callR2 · Emergencies go to the on-call techR2 · Same-day showings go to the agent on dutyR2 · Customers who wait go to the express bayR2 · Anyone in custody goes to the duty lawyerR2 · Renewals due this week go to the senior advisorR2 · Anyone reporting a claim goes to the claims deskR2 · Tax-office letters go to a partnerR2 · Orders for 20 or more go to the catering kitchenR2 · Same-day delivery ships from the warehouseR2 · Colour corrections go to the senior colouristR2 · Rush jobs go to the rush deskR3 · Keep people in their own areaR3 · Keep each tech in their own areaR3 · Keep agents in their own areaR3 · Match the tech’s shift to the drop-offR3 · Keep clients at their nearest officeR3 · Keep clients with their nearest officeR3 · Keep clients with their nearest officeR3 · Keep clients with their nearest officeR3 · Send each order to the nearest locationR3 · Fill from the store nearest the customerR3 · Book clients at their usual locationR3 · Keep each customer with their region’s estimatorR4 · Spread the day evenlyR4 · Spread the day evenlyR4 · Rotate leads evenlyR4 · Spread work evenly across techsR4 · Spread new matters evenlyR4 · Spread first meetings evenlyR4 · Spread new quotes evenlyR4 · Spread new clients evenlyR4 · Balance by how busy each kitchen isR4 · Spread picking across storesR4 · Spread bookings evenlyR4 · Spread RFQs evenlyR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does it
- 08:40 Quote visitWater heaterBuyer · condoTire swapCustody questionPension questionAuto, two driversPayroll setupDelivery · family mealPhone order · lampsCutShafts · rev C Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.DowntownKing StSam R.Sam R.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.EastsideMallLee K.Lee K.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.HarbourOutletAna P.Ana P.Tom B. · on callTom B. · on callTom B. · on dutyExpress bayTom B. · duty lawyerTom B. · senior advisorClaims deskTom B. · partnerCatering kitchenWarehouseTom B. · senior colouristTom B. · rush desk R2 · Urgent work goes to whoever is on callR2 · Emergencies go to the on-call techR2 · Same-day showings go to the agent on dutyR2 · Customers who wait go to the express bayR2 · Anyone in custody goes to the duty lawyerR2 · Renewals due this week go to the senior advisorR2 · Anyone reporting a claim goes to the claims deskR2 · Tax-office letters go to a partnerR2 · Orders for 20 or more go to the catering kitchenR2 · Same-day delivery ships from the warehouseR2 · Colour corrections go to the senior colouristR2 · Rush jobs go to the rush deskR3 · Keep people in their own areaR3 · Keep each tech in their own areaR3 · Keep agents in their own areaR3 · Match the tech’s shift to the drop-offR3 · Keep clients at their nearest officeR3 · Keep clients with their nearest officeR3 · Keep clients with their nearest officeR3 · Keep clients with their nearest officeR3 · Send each order to the nearest locationR3 · Fill from the store nearest the customerR3 · Book clients at their usual locationR3 · Keep each customer with their region’s estimatorR4 · Spread the day evenlyR4 · Spread the day evenlyR4 · Rotate leads evenlyR4 · Spread work evenly across techsR4 · Spread new matters evenlyR4 · Spread first meetings evenlyR4 · Spread new quotes evenlyR4 · Spread new clients evenlyR4 · Balance by how busy each kitchen isR4 · Spread picking across storesR4 · Spread bookings evenlyR4 · Spread RFQs evenlyR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does it
- 09:05 Follow-up visitBlocked drainBuyer · first homeRear brakesDivorceEducation savingsRenters policyYear-end accountsPickup · 3 burgersPhone order · gift setsBlow-dryPrototype run Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.DowntownKing StSam R.Sam R.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.EastsideMallLee K.Lee K.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.HarbourOutletAna P.Ana P.Tom B. · on callTom B. · on callTom B. · on dutyExpress bayTom B. · duty lawyerTom B. · senior advisorClaims deskTom B. · partnerCatering kitchenWarehouseTom B. · senior colouristTom B. · rush desk R2 · Urgent work goes to whoever is on callR2 · Emergencies go to the on-call techR2 · Same-day showings go to the agent on dutyR2 · Customers who wait go to the express bayR2 · Anyone in custody goes to the duty lawyerR2 · Renewals due this week go to the senior advisorR2 · Anyone reporting a claim goes to the claims deskR2 · Tax-office letters go to a partnerR2 · Orders for 20 or more go to the catering kitchenR2 · Same-day delivery ships from the warehouseR2 · Colour corrections go to the senior colouristR2 · Rush jobs go to the rush deskR3 · Keep people in their own areaR3 · Keep each tech in their own areaR3 · Keep agents in their own areaR3 · Match the tech’s shift to the drop-offR3 · Keep clients at their nearest officeR3 · Keep clients with their nearest officeR3 · Keep clients with their nearest officeR3 · Keep clients with their nearest officeR3 · Send each order to the nearest locationR3 · Fill from the store nearest the customerR3 · Book clients at their usual locationR3 · Keep each customer with their region’s estimatorR4 · Spread the day evenlyR4 · Spread the day evenlyR4 · Rotate leads evenlyR4 · Spread work evenly across techsR4 · Spread new matters evenlyR4 · Spread first meetings evenlyR4 · Spread new quotes evenlyR4 · Spread new clients evenlyR4 · Balance by how busy each kitchen isR4 · Spread picking across storesR4 · Spread bookings evenlyR4 · Spread RFQs evenlyR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does it
- 09:20 Specialist visitFurnace tune-upValuation · Oak AveElectrical faultImpaired-driving chargeFirst mortgageBusiness liabilityPersonal tax returnPickup · 2 pizzasPatio set · pickupHighlightsWelded frames Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.DowntownKing StSam R.Sam R.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.EastsideMallLee K.Lee K.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.HarbourOutletAna P.Ana P.Tom B. · on callTom B. · on callTom B. · on dutyExpress bayTom B. · duty lawyerTom B. · senior advisorClaims deskTom B. · partnerCatering kitchenWarehouseTom B. · senior colouristTom B. · rush desk R2 · Urgent work goes to whoever is on callR2 · Emergencies go to the on-call techR2 · Same-day showings go to the agent on dutyR2 · Customers who wait go to the express bayR2 · Anyone in custody goes to the duty lawyerR2 · Renewals due this week go to the senior advisorR2 · Anyone reporting a claim goes to the claims deskR2 · Tax-office letters go to a partnerR2 · Orders for 20 or more go to the catering kitchenR2 · Same-day delivery ships from the warehouseR2 · Colour corrections go to the senior colouristR2 · Rush jobs go to the rush deskR3 · Keep people in their own areaR3 · Keep each tech in their own areaR3 · Keep agents in their own areaR3 · Match the tech’s shift to the drop-offR3 · Keep clients at their nearest officeR3 · Keep clients with their nearest officeR3 · Keep clients with their nearest officeR3 · Keep clients with their nearest officeR3 · Send each order to the nearest locationR3 · Fill from the store nearest the customerR3 · Book clients at their usual locationR3 · Keep each customer with their region’s estimatorR4 · Spread the day evenlyR4 · Spread the day evenlyR4 · Rotate leads evenlyR4 · Spread work evenly across techsR4 · Spread new matters evenlyR4 · Spread first meetings evenlyR4 · Spread new quotes evenlyR4 · Spread new clients evenlyR4 · Balance by how busy each kitchen isR4 · Spread picking across storesR4 · Spread bookings evenlyR4 · Spread RFQs evenlyR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does itR1 only · first on the list who does it
- Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.DowntownKing StSam R.Sam R.
- Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.EastsideMallLee K.Lee K.
- Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.HarbourOutletAna P.Ana P.
- Tom B. · on callTom B. · on callTom B. · on dutyExpress bayTom B. · duty lawyerTom B. · senior advisorClaims deskTom B. · partnerCatering kitchenWarehouseTom B. · senior colouristTom B. · rush desk
Routing log
Dispatch and assignment
Today’s work is already assigned. Each by your rules.
When Respond books something, Route picks who takes it: someone who does that work, in that area, free at that time, and not already carrying more than the rest. Your office sees the assignment, and the reason for it.
- Bookings left without an owner
- 0
- Things it weighs
- 4
New · Quote visitWater heaterBuyer · condoTire swapCustody questionPension questionAuto, two driversPayroll setupDelivery · family mealPhone order · lampsCutShafts · rev C From Respond Checking Assigned
South side · StandardSouth side · PlumbingDowntown · BuyerAfternoon · General repairWestside · FamilyLakeshore · PlanningSouth · PersonalSouth · BookkeepingEast end · GrillEast end · Regular stockUptown · CutWest accounts · Machining
- Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.DowntownKing StSam R.Sam R. North side · 0 jobs todayNorth side · 0 jobs todayWestside · 0 leads todayMorning · 0 jobs todayDowntown · 0 matters todayNorthside · 0 enquiries todayNorth · 0 requests todayNorth · 0 enquiries todayWest end · 0 orders openWest end · 0 orders openQueen St · 0 bookings todayEast accounts · 0 RFQs open Can do it Other area
- Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.HarbourOutletAna P.Ana P. South side · 2 jobs todaySouth side · 2 jobs todayDowntown · 2 leads todayAfternoon · 2 jobs todayWestside · 2 matters todayLakeshore · 2 enquiries todaySouth · 2 requests todaySouth · 2 enquiries todayEast end · 2 orders openEast end · 2 orders openUptown · 2 bookings todayWest accounts · 2 RFQs open Can do it More on already
- Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.EastsideMallLee K.Lee K. South side · 1 job todaySouth side · 1 job todayDowntown · 1 lead todayAfternoon · 1 job todayWestside · 1 matter todayLakeshore · 1 enquiry todaySouth · 1 request todaySouth · 1 enquiry todayEast end · 1 order openEast end · 1 order openUptown · 1 booking todayWest accounts · 1 RFQ open Can do it Assigned
Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.EastsideMallLee K.Lee K. · by R3 and R4
The rulebook
Every decision traces back to a rule you can read.
The rules are written in plain words, not code: who does which work, which areas, who’s on call, how to share the load. Next to every decision is the rule that made it. Change the rule, and the next one follows it.
- Decisions without a rule
- 0
- Rules in plain words
- All
Your rulebook 4 rules Editing · Dana Saved
Decision · 08:10 Site visitLeak under the sinkBuyer · 3-bed houseFront brakesSeparationRetirement planHome quoteMonthly bookkeepingPickup · 2 burgersOnline order · pickupCut and style500 bracketsSam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.DowntownKing StSam R.Sam R.
- R1 Specialist work goes to someone trained for itFurnace work goes to a licensed gas techListings go to a listing agentDiagnostics go to a certified techCriminal matters go to a criminal lawyerMortgages go to a licensed mortgage advisorCommercial goes to a commercial brokerTax work goes to someone who files itPizza only goes to a kitchen with an ovenLarge items only from stores with a loading bayColour only with a trained colouristWelding goes to an estimator who quotes welding
- R2 Urgent work goes to whoever is on callEmergencies go to the on-call techSame-day showings go to the agent on dutyCustomers who wait go to the express bayAnyone in custody goes to the duty lawyerRenewals due this week go to the senior advisorAnyone reporting a claim goes to the claims deskTax-office letters go to a partnerOrders for 20 or more go to the catering kitchenSame-day delivery ships from the warehouseColour corrections go to the senior colouristRush jobs go to the rush desk
- R3 Keep people in their own areaKeep each tech in their own areaKeep agents in their own areaMatch the tech’s shift to the drop-offKeep clients at their nearest officeKeep clients with their nearest officeKeep clients with their nearest officeKeep clients with their nearest officeSend each order to the nearest locationFill from the store nearest the customerBook clients at their usual locationKeep each customer with their region’s estimator Keep people in their own area, unless nobody there is freeKeep each tech in their own area, unless nobody there is freeKeep agents in their own area, unless nobody there is freeMatch the tech’s shift to the drop-off, unless nobody there is freeKeep clients at their nearest office, unless nobody there is freeKeep clients with their nearest office, unless nobody there is freeKeep clients with their nearest office, unless nobody there is freeKeep clients with their nearest office, unless nobody there is freeSend each order to the nearest location, unless nobody there is freeFill from the store nearest the customer, unless nobody there is freeBook clients at their usual location, unless nobody there is freeKeep each customer with their region’s estimator, unless nobody there is free Used here Changing Changed
- R4 Spread the day evenlySpread the day evenlyRotate leads evenlySpread work evenly across techsSpread new matters evenlySpread first meetings evenlySpread new quotes evenlySpread new clients evenlyBalance by how busy each kitchen isSpread picking across storesSpread bookings evenlySpread RFQs evenly
The next jobjobleadjobmatterenquiryrequestenquiryorderorderbookingRFQ follows the new R3
Checks before booking
Checked before it’s booked, not after.
Before anything is booked, Route checks what your office would: the area, the skills, the parts or stock, the calendar. In a law firm, the conflict check runs against your case management system, and anything that matches waits for a lawyer.
- Bookings made before the checks
- 0
- Possible conflicts decided without a person
- 0
Quote visitWater heaterShowing request · Elm StTiming beltNew matter · SeparationNew client · Retirement planAuto, two driversNew client · Year-end accountsPickup 18:30 · DowntownPhone order · Patio setHighlightsRFQ · Shafts, rev C Checking Checked · 3
- In your service areaAddress in your service areaListing still activeParts for this carPractice areaID and KYC detailsBroker licensed for autoConflict and independenceHalibut specialIn stockPatch test on fileDrawing revision Checking YesYesYesOrdered · WednesdayFamily lawCollectedLee K.Flagged for a partner86’d at 17:522 at OutletDue · booked ThursdayRev C · matches
- Someone trained for itA tech who installs themBuyer pre-approvedA tech certified for itIn your jurisdictionAdvisor licensed for itDriver details completeCapacity this monthKitchen loadColour asked forColourist free SaturdayRepeat part Checking Lee K.Lee K.Not yet · askedAna P.YesLee K.YesLee K.Busy · 25 minOut · back in 10 daysAna P.Quoted before · rev B
- Materials in stockUnit on a vanAgent free Saturday 11:00Lift free Thursday 08:00Conflict checkHousehold already a clientAlready a clientPrior-year filesOpen at 18:30Pickup bay free SaturdayTime bookedMaterial Checking Ordered · ThursdayOrdered · ThursdayLee K.Lift 3Possible matchYes · Ana P.Yes · home policyAsked forYesYes2 hoursBar stock on order
Booked for Thursday, when the materials are in
Booked for Thursday, when the unit is in
Showing booked with Lee K. · Saturday 11:00
Booked in Thursday 08:00, after the part arrives
Held for a lawyer to review. Nothing booked yet.
Offered to Ana P. first, who looks after the household
Sent to Lee K., with the home policy attached
Engagement letter waiting for a partner’s approval
Offered the cod instead · ready at 18:30
Held at Outlet in the colour in stock, as the customer chose
Booked Saturday 10:00, after Thursday’s patch test
Sent to Lee K., with the rev B quote attached
Connected to your systems
Written into the software you already run.
Route reads from and writes to the software your office already uses, so the assignment, the reason and the details land on the record. Nobody types the same thing twice. [Which systems we connect to: confirmed in the scope.]
- Details typed in twice
- 0
- Record, every booking
- 1
Your scheduling softwareYour field service softwareYour CRMYour shop management systemYour case management systemYour CRMYour broker management systemYour practice management softwareYour POSYour POSYour booking softwareYour ERP Writing Saved
- Name Priya S.Priya S.Priya S.Priya S.Priya S.Priya S.Priya S.Priya S.Priya S.Priya S.Priya S.Priya S.
- Booked Quote visit · Thu 10:00Water heater · Thu 10:00Buyer · condo · Thu 10:00Tire swap · Thu 10:00Custody question · Thu 10:00Pension question · Thu 10:00Auto, two drivers · Thu 10:00Payroll setup · Thu 10:00Delivery · family meal · Thu 10:00Phone order · lamps · Thu 10:00Cut · Thu 10:00Shafts · rev C · Thu 10:00
- Assigned to Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.EastsideMallLee K.Lee K.
- Why R3 · Keep people in their own areaR3 · Keep each tech in their own areaR3 · Keep agents in their own areaR3 · Match the tech’s shift to the drop-offR3 · Keep clients at their nearest officeR3 · Keep clients with their nearest officeR3 · Keep clients with their nearest officeR3 · Keep clients with their nearest officeR3 · Send each order to the nearest locationR3 · Fill from the store nearest the customerR3 · Book clients at their usual locationR3 · Keep each customer with their region’s estimator
- Call notes Attached, from RespondAttached, from RespondAttached, from RespondAttached, from RespondAttached, from RespondAttached, from RespondAttached, from RespondAttached, from RespondAttached, from RespondAttached, from RespondAttached, from RespondAttached, from Respond
On the record in your scheduling softwareyour field service softwareyour CRMyour shop management systemyour case management systemyour CRMyour broker management systemyour practice management softwareyour POSyour POSyour booking softwareyour ERP
Several locations or brands
One number, and each call to the right location.
If you run more than one location or brand, every call, booking and order goes to the right one: the nearest, the one that’s open, or the one the customer always uses. One set of rules for the group, with each location’s own hours and staff.
- Numbers your customers need
- 1
- Rulebooks for the group
- 1
Calls to your main number Routing
- 18:05 Site visitLeak under the sinkBuyer · 3-bed houseFront brakesSeparationRetirement planHome quoteMonthly bookkeepingPickup · 2 burgersOnline order · pickupCut and style500 brackets Nearest to the callerNearest to the callerNearest to the callerNearest to the callerNearest to the callerNearest to the callerNearest to the callerNearest to the callerNearest to the callerNearest to the callerNearest to the callerNearest to the caller Routing North branchNorth branchWestside officeMain St shopDowntown officeNorthside officeNorth officeNorth officeDowntownKing StQueen StPlant 1
- 21:10 Follow-up visitBlocked drainBuyer · first homeRear brakesDivorceEducation savingsRenters policyYear-end accountsPickup · 3 burgersPhone order · gift setsBlow-dryPrototype run South branch closed at 21:00, so the next nearestSouth branch closed at 21:00, so the next nearestDowntown office closed at 21:00, so the next nearestAirport Rd shop closed at 21:00, so the next nearestWestside office closed at 21:00, so the next nearestLakeshore office closed at 21:00, so the next nearestSouth office closed at 21:00, so the next nearestSouth office closed at 21:00, so the next nearestEastside closed at 21:00, so the next nearestMall closed at 21:00, so the next nearestUptown closed at 21:00, so the next nearestPlant 2 closed at 21:00, so the next nearest Routing West branchEast branchLakeshore officeWestgate shopNorth officeDowntown officeMain St officeDowntown officeHarbourOutletHarbourPlant 3
- 21:40 Specialist visitFurnace tune-upValuation · Oak AveElectrical faultImpaired-driving chargeFirst mortgageBusiness liabilityPersonal tax returnPickup · 2 pizzasPatio set · pickupHighlightsWelded frames Where this customer always goesWhere this customer always goesWhere this customer always goesWhere this customer always goesWhere this customer always goesWhere this customer always goesWhere this customer always goesWhere this customer always goesWhere this customer always goesWhere this customer always goesWhere this customer always goesWhere this customer always goes Routing South branchSouth branchDowntown officeAirport Rd shopWestside officeLakeshore officeSouth officeSouth officeEastsideMallUptownPlant 2
Three calls, three locations, one number
Escalations become rules · proposed
Decide it once, and the rulebook remembers.
When something comes in that no rule covers, it goes to a person on your team. Whatever they decide is drafted as a new rule, in plain words. You approve it with one tap, and the next one routes on its own. [proposed]
- Tap to add a rule
- 1
- Rules added without you
- 0
Commercial site visitTankless water heater installCommercial lease enquiryHybrid battery checkEstate disputeBusiness succession planBoat insuranceNot-for-profit auditFood truck event orderCustom-cut blindsBridal party of sixPowder coating only No rule fits With Dana Rule added
To Dana · couldn’t place this Now
No rule covers it. The whole booking is attached.
- Dana decided Sent to Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.the catering kitchenKing StAna P.Ana P.
Drafted rule · R5
Commercial work goes to Ana P.Tankless installs go to Ana P.Commercial enquiries go to Ana P.Hybrid work goes to Ana P.Estate disputes go to Ana P.Succession planning goes to Ana P.Marine requests go to Ana P.Not-for-profit audits go to Ana P.Event orders go to the catering kitchenCustom cuts go to King StBridal parties go to Ana P.Finishing-only RFQs go to Ana P.
DADana · manager Add rule Added · 1 tap
The next one routes by R5
Coaching and reporting · planned
Who goes where, and how everyone’s doing.
Planned, not available yet. Route will read your team’s calls and show each person what your best calls do differently, alongside how the work was shared out each week. What it finds can become a rule. It starts once your team’s calls are recorded.
Coaching note · Lee K. Planned
- From this week’s calls Gives a price before asking about the jobQuotes before asking how old the unit isSends listings before asking the budgetGives a price before the inspectionExplains fees before hearing the problemTalks about products before goalsQuotes a premium before checking the cover neededAgrees a fee before scoping the workDoesn’t read the order backSays no before checking the other storesBooks colour without asking about past treatmentsQuotes without asking the annual volume
- Your best calls Ask what the job involves, then price itAsk the age of the unit, then quoteAsk budget and timing firstBook the inspection, then price the workHear the problem, then explain feesAsk about goals firstConfirm what needs covering, then quoteScope the work, then agree the feeRead the order back before paymentCheck every store’s stock firstAsk about past colour firstAsk the annual volume first
Could become a rule: “Ask about the job before giving a price”“Ask the age of the unit before quoting”“Ask budget and timing before sending listings”“Book an inspection before giving a price”“Hear the problem before explaining fees”“Ask about goals before products”“Confirm the cover needed before quoting”“Scope the work before agreeing a fee”“Read every order back before payment”“Check every store before saying it’s out”“Ask about past colour before booking it”“Ask the annual volume before quoting” Add rule
Also included
Nothing falls between the floors.
Route is built for each business, so what it covers is set in the scope. [Confirm these come with every build.]
Starts where Respond stops.
A booking Respond takes goes straight to the right person, with the call notes attached.
Your rules, written down.
We write the rulebook with you during the build, including the rules that today live in one person’s head.
A person when no rule fits.
Anything the rules don’t cover goes to someone on your team, with the reason it couldn’t be placed.
Counts its own work.
What was routed, to whom, and by which rule. [What the weekly count includes: to confirm.]
Questions
What owners ask about Route.
Do we need Respond first?
Yes. Route decides where the work Respond takes in goes, so Respond runs first. Most businesses add Route once the calls are being answered and the bookings are coming in.
What does it cost?
Route is built for each business, so it’s scoped after the Schematic and priced per engagement. You have a number before you commit to anything.
How long does it take?
Six to twelve weeks, set in the scope. [Timeline to confirm.] We write the rules down with you, connect your software, and run it on your own work before it goes live.
Which software does it connect to?
Usually your CRM, scheduling, field service, POS, or case or practice management software. [The systems we connect to, confirmed per engagement.]
Who changes the rules?
Every rule is written in plain words, and every decision shows the rule behind it. [Whether owners edit rules themselves or ask us: to confirm.]
What happens when no rule fits?
It goes to a person on your team, with the details and the reason it couldn’t be placed. Route doesn’t guess.
Does a lawyer still decide on conflicts?
Yes. Route runs the search and holds anything that matches. A lawyer reviews it and decides. [Checked against your law society’s rules before it goes live.]
What comes next
The fourth floor, behind the front door.
Route works on what Respond, Retain and Resell bring in. Above it is Reimagine: your whole team working alongside agents on the work nobody has written down.
- 05 Reimagine Next
- 04 Route You are here
- 03 Resell
- 02 Retain
- 01 Respond Runs underneath