Agent #008 · RevOps
Lead Routing Agent: governance & failure modes
What this agent is built not to do, and the specific ways it can fail if misconfigured.
Governance notes
- Shadow mode is mandatory before production: routing decisions are logged and reviewed against real leads for a minimum of two weeks or 100 leads before the toggle is flipped to live.
- Every routing decision logs its matched rule and timestamp, so any routing outcome is fully auditable after the fact.
- Ambiguous or unresolved leads always go to a human exception queue — never a confident best-guess assignment.
- Suppressed contacts are never routed anywhere, checked before any other rule runs.
Failure modes
- Existing customer routed as a new logo: prevented by running the domain-match check unconditionally before round-robin — a QA test asserts a customer-domain lead never reaches the fallback rule.
- Named account routed to the wrong rep: usually caused by a stale named-account list — QA includes a staleness check on the list’s last-updated date.
- An ambiguous lead routed confidently anyway: a QA test deliberately constructs a lead matching two rules and asserts it lands in the exception queue, not auto-routed.
- Shadow mode skipped under launch pressure: the deployment checklist makes shadow-mode sign-off a hard gate before production goes live — not a suggestion.