Q-assign · Salesforce lead & case routing

Q-assign routes every lead, case, and work order to the right person.

Q-assign routes work based on who has capacity, the right skills, and is actually available. And because it runs on Ortoo Orchestrator, you can start with routing and extend into email intake, escalation, and cross-system workflows later, without a rebuild.

100% Salesforce native
No flows, no code
Per-record audit trail
Transparent pricing

Trusted by Salesforce operations teams worldwide

The reality

Your assignment rules worked on day one. Then complexity arrived.

Territories change. Queues overload. Reps go out of office. SLA priorities shift. Your routing logic ends up spread across rules, flows, queues, and code, and someone on your team keeps fixing it by hand.

Static routing

Fragile after assignment

01Queues overload as conditions change
02Manual reassignment becomes routine
03Escalation gaps depend on someone noticing
04Routing logic sprawls across flows, rules, and code

Work that drifts

Cases sit. Leads stall. Operations carry the slack manually.

With Q-assign

Routing that keeps adapting

01Work respects capacity caps that clear as records move on
02Stop reassigning by hand: the system can reassign before leave even starts
03SLA risks trigger alerts and escalation paths, without anyone watching a queue
04One routing engine across every object; skills updated in one place

Routing as a workflow

Workload, SLA, expertise, and capacity coordinated continuously.

The capabilities

Q-assign routes, adapts, and coordinates work inside Salesforce.

One routing model handles lead assignment, case assignment, reassignment, escalation, and workload balancing across every Salesforce object you route.

Route the right work to the right owner.

Decide on workload, availability, expertise, SLA state, territory, account ownership, priority, or your own logic. Configure it per object, per workflow, without code.

Adapt logic as conditions change.

Your queues, capacity, and ownership stay aligned with what is happening now, not what was true at assignment.

Coordinate the workflow even after the handoff.

Reassignment, escalation, and workload balancing continue after work is distributed. Routing becomes the start of your workflow, not the end.

Features

What Q-assign does

The routing and assignment engine for any Salesforce record, where every capability runs on rules you control.

Assignment models

The ways work is matched to the right owner.

Skills and attribute matching: assign by any field on the record or the user, such as skill, language, product knowledge, or customer tier.
Workload and capacity routing: count each user's open items using load points you set, and assign new work only to users under their cap.
Availability and schedule routing: assign only to users who are logged into Salesforce, inside their working hours, and not on calendar out-of-office.
Weighted round robin: rotate assignments in turn, giving higher-weighted users a larger share of the work.
Priority and pull queues: assign the highest-priority items first, and let reps pull the next item from a queue instead of choosing, so no one skims the best work.
Waterfall and follow-me fallback: if the first-choice owner does not accept within a set time, reassign down a defined fallback list until someone does.

AI actions before routing(optional, on your own LLM key)

Optional AI that reads and prepares work before it is assigned.

AI triage and classification: read the incoming content and tag it by type, topic, and urgency so rules can route on those tags.
Sentiment analysis: score the customer's tone and route negative or urgent messages to be handled first.
Lead scoring: score each lead from its fields and AI signals, and route the highest-scoring leads to senior reps first.
Enrichment: fill missing fields such as industry or region from the content before the record is routed.
Spam and junk detection: identify spam and auto-generated messages and keep them out of the routing queue.
Case deflection: identify cases that can be resolved without an agent and close or redirect them before assignment.

Service and SLA

Keeping commitments and handling work after assignment.

SLA tracking: track each item's elapsed time against its SLA target and flag items approaching breach.
Automated escalation: move an item to a senior user or queue when it passes a time or priority threshold you set.
Automated reassignment: reassign automatically on inactivity, stage change, capacity shift, or SLA risk.
Shift management: assign only to users whose shift is active when the work arrives, across time zones.
Autoresponders: send an automatic acknowledgement to the customer when their case is created.
Plug-in actions and follow-ups: trigger a follow-up step, such as an email, a task, or a call to an AI model, automatically after assignment.

Territory

Routing by geography and account structure.

Territory routing: assign by geographic territory using zip, city, or state, with layered rules for overlaps.
Address normalisation: standardise inconsistent address formats so postal-code and region rules match correctly.
Account matching: assign a lead, contact, or opportunity to the matched account's existing owner or team.

Any object

What Q-assign can route, and at what volume.

Standard and custom objects: route leads, cases, opportunities, work orders, tasks, events, and any custom object in one model.
High-volume routing: handle thousands of records a day with capacity caps, continuous rebalancing, and SLA-aware reassignment.

Ops ownership

Who configures routing, and how it stays visible.

Code-free configuration: build assignment rules point-and-click, with no limit on the number of attributes.
Change on the fly: edit rules for new starters, volume spikes, or a reorg with no code and no deploy cycle.
Full traceability: see on each record why it was assigned, which rule fired, and to whom.
Slack and Teams notifications: notify the assigned owner in Slack or Microsoft Teams the moment work is assigned.
Segmented business units: run separate routing configurations for multiple teams or business units in one org.
Assignment analytics: review assignment history and Data Views, with an Unreviewed Assignments view that flags work that slipped through.

See the full feature list and how this fits with Ortoo Orchestrator

Impact on Salesforce

Keep everything you've built in Salesforce.

Q-assign runs natively inside Salesforce alongside your existing flows, Omni-Channel, Agentforce, automation, and integrations. No external routing engine. No duplicated records. No new system for your team to manage.

See how Ortoo Orchestrator works

Routing layer

Q-assign

Workload, SLA, capacity, expertise

Salesforce

Flow, Omni-Channel, queues, Agentforce, Apex

Routed objects

Leads, cases, opportunities, work orders, custom objects

What you can route

If it lives in Salesforce, you can route it.

Unlike routing tools built only for lead assignment, Q-assign handles Salesforce lead routing, case routing, and any-object assignment. One routing model. Every object.

Lead routing & assignment

Leads, opportunities, accounts, SDR workflows, territory routing, round robin distribution.

Case routing & assignment

Cases, Omni-Channel work, escalations, work orders, SLA workflows, queue balancing.

Any-object routing

Custom objects, approvals, cross-functional requests, back-office workflows, any-object routing.

Workload-aware routing

Every routing tool demos well. The differences show up when you operate one.

Queues spike. People go on leave. Logic has to change. That is when routing engines separate.

Point routing tools

Assignment, then workarounds.

What you get:

Complex cases get pushed into Salesforce flows you have to maintain
Routing logic spread across screens, unreadable at scale
Audit logs you cannot trace record by record
Capacity workarounds, with no per-team override
Skills updated in several places for every user

Operations carry the slack manually.

Standard approach

Q-assign routing workflows

Routing logic that stays operable.

What you get:

Skip the flows: logic stays readable as you scale
See exactly why each record was routed, step by step on the record
Capacity caps that clear as work moves on, overridable per team
Your highest-value record goes next when capacity frees up
Repeat contacts reach the same rep; fallback finds the next-best owner

Map your workflow

Switching is low-risk.

Transparent pricing, based on records processed

Build and test in a sandbox at no charge

Point-and-click configuration, no code

Extend without rebuild

Start with Q-assign routing. Expand to orchestration with ease.

Q-assign is built on Ortoo Orchestrator, the same engine that runs end-to-end workflows in Salesforce. The routing model you configure, teams, skills, capacity, and availability, becomes the foundation for wider workflow execution. You don't rebuild it to expand.

Fix routing first.

Your leads, cases, and work orders reach the right people based on workload, skills, and availability.

Add intake.

Inbound email becomes structured, classified records through Email-to-Anything, feeding routing without manual triage.

Extend execution.

Pre-built orchestration tools handle what comes after assignment: escalation, follow-ups, and updates across your connected systems.

Most routing tools stop at assignment. Your workflows don't have to.

See Ortoo Orchestrator Map your workflow

AI inside routing

AI helps prioritise. You stay in control.

Introduce AI without losing control.

Because Q-assign runs on Ortoo Orchestrator, you can add AI steps where they help: classifying work, prioritising requests, flagging escalation risk. Every AI step stays visible, governed, and reversible.

Deterministic when it matters.

Mix AI-assisted steps with deterministic fallback in each workflow. Keep human checkpoints where you want them. Bring your own model if you prefer.

Classify this case, route to the right specialist, escalate if SLA is at risk.

Any object

Route standard and custom Salesforce objects through one configurable routing model.

Real-time

Routing decisions adapt continuously based on workload and operational conditions.

100%

Native Salesforce execution. No external routing engine. No data duplication.

15+ yrs

Solving complex Salesforce routing: capacity, expertise, SLA, escalation, reassignment.

Customer reviews

Loved on Salesforce AppExchange

Q-assign has handled routing for Salesforce operations teams for over 15 years, from lead distribution to support queues taking in more than a thousand cases a day. The reviews below come from AppExchange, written by teams running it in production.

Routing that adapts to workload

Cases are distributed based on actual capacity, not just queue order. Reassignment happens before we have to ask for it.

Service operations lead

Built for high case volume

With over 1,000 cases coming in daily, we needed a structured approach to ensure cases are directed to the right teams.

Mercy Kiprono

Configurable for every object

We route leads, cases, and custom records through one routing model. Operations no longer maintain three separate sets of rules.

Revenue ops manager

A customer-centric team

The Ortoo team is exceptional at responding to customer requests in a timely fashion. Anything we have asked for, they are quick to address, whether resolving an issue or adjusting the tool to fit our use case.

Kevin McDaniel

Read customer stories

FAQ

Common questions about Q-assign

How is this different from Salesforce assignment rules?

Salesforce assignment rules route work once based on static logic. Q-assign continuously evaluates operational conditions like workload, availability, expertise, SLA state, and escalation risk while supporting reassignment and workflow coordination after assignment.

How is this different from Salesforce Omni-Channel?

Omni-Channel distributes work across queues and agents. Q-assign extends routing into workload balancing, reassignment, escalation handling, SLA-aware coordination, and operational workflows that continue after assignment.

What objects can Q-assign route?

Q-assign covers Salesforce lead routing and Salesforce case routing out of the box, and also handles opportunities, accounts, work orders, tasks, and any custom object. Any Salesforce object can participate in configurable routing workflows.

Can we use AI inside routing workflows?

Yes. Q-assign supports AI-assisted classification, prioritisation, and routing decisions while keeping workflow control configurable and visible. Organisations can introduce AI incrementally using human-in-the-loop workflows, deterministic routing fallback, configurable workflow logic, and BYOM support.

Does this require replacing our current Salesforce setup?

No. Q-assign works with existing Flow, Omni-Channel, assignment rules, Agentforce, Apex, Salesforce automation, and external integrations. Most organisations start with one routing workflow and expand gradually.

How is Q-assign different from other routing tools?

Most routing tools focus on getting work assigned. Q-assign is built for everything around it. You do not need Salesforce flows, so your logic stays readable as you scale. You can see why every record was routed, step by step on the record. Capacity caps adjust as work moves on, and you can override them per team. Priority queues, waterfall fallback, and follow-me routing are built in. You update skills once, in one place. Slack and Teams notifications are native. And because Q-assign runs on Ortoo Orchestrator, you can extend routing into intake, escalation, and cross-system workflows without a rebuild.

Where is impact typically seen first?

Usually reduced manual reassignment, improved workload balancing, fewer queue bottlenecks, more consistent SLA handling, and reduced operational overhead. At scale, the larger impact is routing workflows that continue adapting as operational conditions change.

Can we switch from another routing tool without starting over?

Switching is lower-risk than you might expect. Q-assign is configured point and click, no code, and you can build and test your full routing model in a sandbox at no charge before anything reaches production. Pricing follows records processed, so you know costs before you commit.

Is Q-assign Salesforce routing software?

Yes. Q-assign is Salesforce-native routing software for leads, cases, and any object, on Ortoo Orchestrator, configured by operations without code.

Explore further

Keep going.

Pillar

Salesforce routing

The full picture of Salesforce routing: native rules, Omni-Channel, and the coordination layer above.

Read the pillar

Pillar

Lead routing in Salesforce

The full lead routing lifecycle: assignment, distribution, handoff, and SLA follow-up.

Read the pillar

Pillar

Case lifecycle management in Salesforce

The case lifecycle end to end: routing, escalation, and resolution.

Read the pillar

Use case

Lead assignment in Salesforce

Skills, capacity, territory, and SLA-based routing for inbound leads.

See the walkthrough

Use case

Case assignment in Salesforce

Skills, capacity, and SLA-based routing for inbound cases.

See the walkthrough

Use case

Salesforce lead distribution

Fair allocation, value-aware prioritisation, and capacity-aware matching.

See the walkthrough

Ready when you are

Start with routing. See where it goes.

Q-assign part of Ortoo Orchestrator, so routing can be part of coordinating larger workflows. Book a session and map one workflow. See how it extends into intake, escalation handling, and execution across your systems.

Book a demo Map your workflow