ISA Queue - Lead Distribution Management

Project Overview

The ISA Queue is a lead distribution and management app that centralizes high-volume lead intake into a high-density, "availability-aware" workspace. By utilizing custom settings-driven status toggles and streamlined in-line editing, the app eliminates administrative friction, automates real-time omnichannel engagement, and ensures that leads are instantly routed to active associates for maximum conversion potential.

Tools: Lightning Aura Component, APEX Controller, Custom Tab, Custom App, Screen Flows, Custom Settings

Business Need

To scale our Inside Sales team effectively, we required a centralized lead management framework that could support multiple ISAs while eliminating the friction of the standard user interface. The existing system forced users to navigate cluttered, agent-centric page layouts, resulting in significant time loss and data fatigue.

Solution

We addressed this by developing a high-density, unified workspace that prioritizes essential ISA data and enables real-time note retrieval. To maximize conversion rates, we engineered "availability-aware" automation that triggers instant email and SMS responses only when an ISA is actively "logged in," ensuring every lead is met with a human touch in real time. This solution transformed a fragmented process into a streamlined, scalable operation designed specifically for high-volume lead conversion.

How It Works

This system utilizes a custom settings-driven availability toggle that allows ISAs to switch their status between "Logged In" and "Logged Out," ensuring that all new and returning leads are routed only to active users. Once a lead enters the queue, the ISA manages the entire lifecycle through a high-efficiency tabular dashboard featuring in-line editing for real-time updates to contact info, budgets, and areas of interest. The platform maximizes engagement speed by triggering automated omnichannel notifications via email and SMS (integrated through Blackthorn) the moment a lead arrives. To finalize the handoff, the ISA utilizes a custom Screen Flow to select the appropriate agent and log internal notes, which then automates a personalized introduction email to both the lead and the agent to ensure a seamless transition of the relationship.

Project Gallery

Page updated

Report abuse