Workflows are simple if-this-then-that rules for your franchise pipeline: when something happens to a prospect, create a task or enroll them in a sequence. Lead routing decides which sales rep a new prospect is assigned to. Both are part of the org-level +CRM/Franchise Sales add-on ($799/mo). Creating and changing workflows and routing settings is limited to org owners and admins.
Switch into your org's Franchise Sales workspace from the workspace menu at the top of the sidebar. Workflows is under Growth. Routing Zones and Settings are under Insights & setup.
Creating a workflow
- Click New workflow, or click a card under Starter templates to pre-fill the form.
- Enter a Workflow name, an optional Description, and a Trigger label (the text shown on the card).
- Choose Fires when:
- Pipeline stage changes: pick Which stage, or leave Any stage to fire on every stage change of every prospect.
- Prospect rated Hot: fires when a prospect is rated Hot.
- Time since last contact: put the number of days in the trigger label, for example "Last contact > 14 days". If there's no number, 14 days is used. It must be between 1 and 3650.
- A sequence finishes: pick Which sequence finishing. This is required.
- Under Actions, add Enroll in sequence (pick the sequence) or Create task (type the task title). You can add several.
- Pick an Initial status: Draft, Active or Paused.
- Click Create workflow.
While you build, the form previews how many prospects the rule currently matches, with a sample of names.
How workflows behave
- A stage, Hot rating or sequence-finished rule acts on matching events since the workflow was first created, not since you switched it on. Check the match preview before activating a rule that sat in Draft.
- A time-since-last-contact rule looks at current state, so when it's first switched on it acts on every quiet prospect at once. It then fires once per prospect for each quiet stretch.
- Converted and archived prospects never trigger a workflow.
Managing workflows
Each card under Your workflows shows the trigger, condition and actions as a chain, plus Runs (30d), Success and Avg duration. If a run failed recently you'll see Last failure with the reason. An action marked Preview only isn't connected to anything and won't run.
- Use the switch to turn a workflow on (Active) or off (Paused).
- Use the pencil to edit and the copy button to duplicate. Copies are saved as drafts.
- To delete a workflow, pause it first. Deleting also removes its run history.
The top cards show Active workflows, Runs (30d) and an average Success rate.
Choosing how leads are routed
On Settings, the Lead routing card controls how new leads get assigned to a rep automatically. Routing applies when a prospect is added without an assignee, including leads from your website form. Under Default routing, choose:
- Round-robin (even split)
- Weighted (by capacity): set Weight source to Static weight (set per rep below) or Auto, from trailing win rate. For win rate, Win-rate lookback sets how many days of closed deals to use. Reps with fewer than 3 decided deals use the org average.
- By routing zone (area a rep covers): choose Match by (see below).
- Manual assignment only: leads aren't assigned automatically.
If a rep is OOO decides what happens when every eligible rep is out of office or at their cap: Skip, next in rotation, Route to manager or Any available rep. Click Save settings when you're done.
The Rep capacity & weighting card lists each rep's Weight, Max active (leave blank for uncapped) and an OOO switch with a Back on date. Click Save on a row after changing weight or cap. Reps can switch their own OOO on and off.
Setting up routing zones
When Default routing is set to By routing zone (area a rep covers), Match by has three options:
- Manual zones (keyword match): matches the lead's stated territory interest against each zone's keywords.
- Zip lookup: matches the lead's zip code against each zone's zip codes.
- Nearest shop (by zip): routes to the reps covering whichever of your shops shares the first three digits of the lead's zip. It doesn't measure real distance.
To manage zones, open Routing Zones (or click Manage territory zones in Settings):
- Click Add zone.
- Enter a Name, pick an Owner (the rep who gets matching leads), and enter Match keywords (comma-separated) or Zip codes (comma-separated).
- Click Create zone.
Zones are checked in order and the first match wins. Drag the handle to reorder them. A lead that matches nothing, or matches a zone with no owner, falls through to round-robin. In Nearest shop mode the page shows Shop coverage instead: switch on the reps who cover each shop.
Routing zones only decide which rep gets a lead. They're separate from the franchise territories you sell, which live under HQ → Territory Mapping.
Frequently asked questions
Q: My Time since last contact workflow fired for lots of prospects at once. Why?
A: That trigger looks at current state, so the first time it runs it acts on every prospect who has already gone quiet for that many days. After that it fires once per prospect for each new quiet stretch.
Q: How do I set the number of days for a time-based workflow?
A: Write it in the Trigger label, for example "Last contact > 21 days". If the label has no number, 14 days is used. The number must be between 1 and 3650.
Q: Why can't I delete a workflow?
A: Active workflows can't be deleted. Switch it to Paused first. Deleting also removes its run history, so pause it instead if you want to keep that.
Q: What happens to a lead that doesn't match any routing zone?
A: It falls through to round-robin among your available reps. The same happens if the matching zone has no owner.
Q: Are routing zones the same as franchise territories?
A: No. Routing zones only decide which sales rep gets an inbound lead. Franchise territories you sell are managed separately under HQ → Territory Mapping.