A lead fills a form or calls, and within seconds it is enriched, scored by AI, and routed to the best available agent across all branches — with a personal WhatsApp intro reaching the prospect before any competitor picks up the phone.
Typical results
19%
Lead-to-meeting rate
98%
Contacted within an hour
100%
Leads scored & routed
Figures reflect typical results for this kind of automation.
The challenge
New leads from the website and phone lines landed in a shared inbox that branch managers checked a few times a day. The first callback often came hours later — by then prospects had already spoken to two competitors. Hot leads and tire-kickers got identical treatment, and nobody knew which branch or agent should own each one.
Before and after
First response time
−96%Lead-to-meeting conversion
+58%Leads contacted within an hour
2.9×The automation
We built a Make scenario that catches every web form and call log the moment it arrives, enriches the lead with policy interest, location and source data, and has an AI model score it for intent and value. The scenario matches each lead to the best available agent by branch, specialty and current load, pushes it into the CRM, alerts the agent, and sends the prospect an instant personalized WhatsApp introduction.
How it works
- 01
Lead arrives
A web form submission or phone call log hits the Make webhook the moment it's created.
- 02
Enrich & score
The lead is enriched with source, location and product interest, then scored by an AI model for intent and value.
- 03
Match the agent
Routing logic picks the best available agent by branch, specialty and current workload.
- 04
Instant intro
The prospect receives a personalized WhatsApp introduction from their assigned agent within seconds.
- 05
Track & follow up
The lead lands in the CRM with its score and history, and the agent gets an alert to call.
Starts from
- Web forms
- Phone leads
Delivers
- Instant WhatsApp intro
- Best-matched agent
- CRM record
The impact
Average first response dropped from 47 minutes to under two, and 98% of leads now get contact within the hour. Lead-to-meeting conversion climbed from 12% to 19%, high-value prospects reach senior agents automatically, and branch managers finally see every lead's journey in one dashboard.
Questions about this automation
How does the AI score a new lead?
Each lead is enriched with its source, location and product interest, then an AI model rates intent and likely value against criteria the agency sets, such as the type of policy asked about or the size of the business. The score sets the lead's priority and decides which agents qualify for it.
How is the best agent chosen?
Routing rules weigh branch, product specialty and current workload, and high-value leads can be reserved for senior agents. The chosen agent gets an alert to call, and the lead lands in the CRM with its score and history. If no agent is available, the lead goes to the branch manager.
What does the prospect receive right after submitting a form?
Within seconds the prospect gets a personal WhatsApp introduction from the assigned agent, sent from an approved message template. It confirms the request and says the agent will call shortly, so the prospect hears from the agency before moving on to another provider.