Inbound leads, routing and offering

How an inbound lead arrives

An inbound lead reaches Trussi through several doors that all end up in the same place: your public lead API, a connected website form, and the GoHighLevel and Meta (Facebook and Instagram) integrations. All of them share one intake path, so a lead from your website is created exactly the same way as one from a connected ad platform. It's saved unassigned, with the customer's contact details, an address when one was given, and whichever location and lead source the sending system supplied.

Turning routing and offering on

Nothing in this article happens until an account admin turns it on. Click your name in the top right, choose Settings under Company, and open the API Keys tab. There you'll find Inbound lead handling, with switches that are off by default:

• Route to the nearest location: when an incoming lead doesn't name a location, assign it to the branch closest to the customer's address instead of falling back to the sending key's default location.
• Offer to the PM rotation: immediately offer a new unassigned lead to its location's project manager rotation.

(A third switch on the same panel confirms appointments with the customer by text or email; that's a separate feature.)

These two switches cover every inbound channel together: leads created through the API, submitted on a website form, or delivered by GoHighLevel or Meta. There's no separate setting for the public API specifically; whatever you choose here applies the same way no matter which of those channels the lead came in on. If a location has nobody set up to receive offers, turning offering on changes nothing there: the lead is simply left unassigned, exactly as it is today.

How a lead is routed to a location

When routing is on and the lead didn't already name a location, Trussi finds the nearest branch using the customer's own address on a map, not a ZIP code table. The location closest to that address, within about 310 miles, gets the lead. If the address never located, or nothing is close enough, Trussi falls back to the customer's state, but only when exactly one of your locations sits in that state. If you run two branches in the same state, Trussi won't guess between them, and the lead stays on whichever location it would have gone to anyway. A location a lead already names, whether typed by hand or sent by the integration, is always respected and never second-guessed.

How an offer reaches a project manager

Offering only works for a location that has a rotation set up. To set one up, open the Locations screen, select a location, and find the Lead Offer Order section. Every active project manager or branch manager assigned to that location can be added there, in the order you want them offered leads. From that list you can:

• Drag to reorder who gets first claim.
• Give someone a daily cap, so they're skipped once they've reached it for the day.
• Turn on Do not assign leads for someone who should stay attached to the location without ever receiving an offer.

A project manager also has to be marked available to receive an offer: the status shown next to your name doubles as your offer availability, so someone set to a status like "Away" is skipped in the rotation without being removed from it.

When a lead is offered, the top eligible candidate gets a notification (shown in-app, and delivered by push and email), and, if they have a phone number on file, a text, giving them one hour to respond. A banner also appears at the top of the lead's own page, and the offer shows up under Offerings on your Home dashboard's Action Required widget.

Accepting, declining, or letting it time out

• Accept: the lead is assigned to that person right away.
• Decline: they choose a reason from your account's own list (set up under Settings > Custom Fields > Offer Decline Reasons), and the lead moves straight to the next available person in line.
• No response within the hour: the offer expires and is checked every five minutes, moving on to the next person automatically.

When nobody takes the lead

If everyone in the rotation declines, times out, or is unavailable, the lead is left unassigned and flagged for manual attention. It shows up under "Not accepted by any PM" on the Offerings tab, and whoever sent the original offer (or the lead's creator, if nobody did) gets a notification so it doesn't go unnoticed.

An admin can also cancel an offer in progress from that same widget. That's different from a decline: cancelling stops the rotation entirely and leaves the lead unassigned, rather than passing it to the next person.

Who can do this

Turning routing or offering on for the account takes Modify on Account, the same permission that opens the rest of Account settings. Setting up or reordering a location's rotation, and setting daily caps, takes Modify on Lead Offer Priority, which Account Admins and Branch Managers hold by default. Project managers, branch managers, and account admins can be offered leads and can accept or decline what they're offered; Back Office staff, branch managers, and account admins can see an account's offer history and cancel an offer in progress.