Lead Queue & Speed-to-Lead Engine in Salesforce

The problem

Inbound leads were landing in the CRM with no owner and no clock. Whoever saw a lead first took it, some reps held more leads than they could work, and nobody could say how long a new lead had waited. When a deal closed, there was no clean record of who had actually worked it.

The team did not need more leads. It needed every lead to reach a rep fast, and to move somewhere useful when nobody touched it.

What I built

A lead queue and assignment engine inside Salesforce, built with Flows, plus the views, reports, and alerts to run it day to day:

• Rotation assignment. Each new lead goes to the available rep who was assigned a lead longest ago, up to a per-rep cap.
• Availability. Reps flip a toggle when they start and stop working. Nobody gets leads while they are away.
• Overnight hold. Leads that arrive after hours wait and release to the team in the morning, instead of piling onto whoever works late.
• A first-dial clock. A reminder fires at five minutes. At fifteen minutes with no dial, the lead moves to the next rep and the manager is told.
• Nightly aging. Leads that go quiet move back to nurture or into a shared pool on fixed rules, and a lead that cycles too many times goes to long-term nurture.
• Returning leads. Someone who comes back routes to the rep who worked them before.
• A completion stamp. An owner-only, one-way stamp records who closed a deal, so commission questions have an answer.

How it works

Everything runs on record-triggered and scheduled Flows, so there is no outside service to break. Only a logged dial counts as working a lead. Opening a record or editing a field does not stop the clock. That one rule is what makes the speed-to-lead report honest.

Reps get focused list views: my new leads, my callbacks, my aging leads. Managers see the whole queue, who is available, what was missed, and what was reassigned. Four reports run the operation: speed to lead, pipeline movement, conversion by rep, and lead history. Slack and email alerts cover the moments that need a person: a new lead, a missed clock, a reassignment.

I wrote a rep guide, a manager’s guide, and an admin how-to alongside the build, so the team can change caps, hours, and rules without calling me.

Stack

Salesforce Flows (record-triggered and scheduled), Salesforce list views and reports, Slack alerts.

Where it stands

Built and verified in September 2026, then handed to the team’s managers. Automatic assignment can be paused and resumed from a single setting when staffing changes, without touching the rest of the queue.