Route the lead to the right office before anyone forwards it
A shared inbox is where multi-office firms lose the hour that matters. Pick one routing rule, and collect the field it depends on.
By Case Leads Pro4 min read
A lead that reaches “the firm” has not reached the person who can call it. Multi-office practices lose time in a shared inbox: the Tampa team assumes the Orlando team has it, and the claimant has already talked to someone else. Routing is the fix, and it has to be decided before the first record arrives.
Pick the rule, not a pile of them
Most firms only need one primary rule. By office and county. By case type, so workers’ compensation and motor vehicle accidents land with different people. By the attorney who is accepting new matters this month. A second rule is fine as a tie-breaker. Five rules usually means nobody knows which one won.
Write the rule the way your team already thinks. If a crash in Hillsborough always goes to one office, the lead should arrive in that office’s queue, not in a general box someone sorts by hand.
The record has to contain the thing you route on
You cannot route by county if the form only asked for a city. People name the nearest big city. You cannot route by case type if “injury” is the only answer. The screen has to ask the question your rule depends on, and that answer has to be a field in the CRM, not a sentence buried in a note.
This is also why a single shared inbox feels simpler and costs more. Sorting is work your team does on every lead, during the hour when the claimant is most likely to pick up.
What happens when the rule doesn’t fit
Some leads will not match. A ZIP you don’t serve. A case type you paused. Those should fail the screen and never be sent, rather than arrive in a leftover queue. If you want them anyway, say where they go. “Someone will notice” is how they sit until the next morning.
Check it in the first week
After a few dozen leads, look at where they landed, not just how many arrived. If one office is buried and another is idle, the rule is wrong or the screen is collecting the wrong place. Fix the rule. Don’t ask the busy desk to keep forwarding by hand.
Set it on the setup call
Case Leads Pro can deliver workers’ compensation and personal injury leads in real time, with routing by office, attorney, or case type, into the system you already use. Exclusive to your firm, SMS-verified, and not a guarantee of a signed case. Book a 20-minute call and bring the rule your desks already follow.
General information for law firm intake and marketing teams, not legal advice. Rules vary by state and by case.