Lead routing for multi-rooftop dealer groups, by the rules you already use
Lead routing for multi-rooftop dealer groups comes down to two questions: which store owns this shopper, and which person at that store answers first. Cloodot answers both with rules you set, by channel, brand or ZIP code, then shares leads fairly inside each store and shows how fast every rooftop picked them up.
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Group-level channels, store-level sales
A dealer group runs one website, one Instagram account and one Facebook Page for six rooftops across the Portland area, two brands at some of them. Every chat lands in one place, so a central BDC sorts it by hand, or nobody does. Nina Shah in Beaverton asks about an AWD SUV and gets a call two days later from the store in Salem.
Store managers notice. Leads that should have been theirs went to another rooftop, or went nowhere, and the arguments about who owns a lead start eating into the week. Meanwhile the shopper only cares that someone nearby answers quickly.
Inside each store the problem repeats at a smaller scale: the same two reps take every chat while others sit idle, and nobody can say how long a store took to pick up the leads it was given.
How does lead routing for multi-rooftop dealer groups work?
Start with the channels you have. If each store has its own WhatsApp number, Facebook Page or Instagram account, connect each as its own channel and limit it to that store's team. Apart from owners and admins, only that store's people can then see its conversations, and only they can be assigned them, whether a person, a workflow, auto-assignment or the AI agent does the assigning.
For shared group channels, the AI agent finds out where the shopper belongs before it hands over. A procedure has it ask which store or area they prefer, or for a ZIP code, and which brand they are shopping. A Preferred store custom field captures the answer. From there, either the agent hands over to the store's team inbox, which it picks by the team's description ("Beaverton store: new and used sales for Beaverton, Hillsboro and Aloha"), or a workflow branches on the field and assigns a named internet manager at that store.
Inside the store, auto-assignment shares the work. When the agent hands a conversation to a team, only that team's members are considered, in round robin, and you can skip anyone Away and anyone at your cap of open conversations. Teammates' status and workload are visible, and the Teams report in Insights shows what each team did with the work handed to it, including how many handovers are still waiting with nobody assigned.
What Cloodot does here
Channel access by team
Limit a store's own number or page to that store's team, so its conversations cannot be seen or assigned elsewhere.
Team inboxes
One shared inbox per rooftop, with a description the AI agent reads to decide which store a handover belongs to.
Explore Unified inboxAuto-assignment
Round robin within the chosen team, with filters for availability and a cap on open conversations per rep.
Workflows on custom fields
Branch on Preferred store or brand interest to label the conversation by rooftop and assign the right manager.
Explore Skills & workflowsTeams insights
Handovers per team, how long the oldest one has waited, and how many still have nobody assigned.
Explore Analytics
What you configure yourself
- There is no built-in map lookup that finds the nearest store from an address. ZIP-to-store rules live where you put them: in the team descriptions and the agent's instructions, or as one Decision branch per store in a workflow. Adding a rooftop means adding its team, its description and its branch.
- A workflow assigns a named person rather than a team; handing a conversation to a team inbox is the AI agent's handover. Team inboxes need the Starter plan or above, and auto-assignment's AI mode, which matches a message to teammates' expertise notes, needs Growth. Anyone with inbox access can open every team inbox unless you limit the channel itself.
Set up rooftop routing
5 steps
Create a team per rooftop
In Settings, open Organization, then Teams. Add each store's reps, turn on the team inbox and describe the store's area and brands in plain words.
Lock store-owned channels
For each store's own number or page, limit the channel to that store's team under who can see it.
Teach the agent where shoppers belong
Add a Preferred store field with AI Extraction on, and a procedure that asks for the store, area or ZIP code before handing over.
Turn on round robin
In Auto-assignment, choose Round robin, keep Also assign when your agent hands over on, and set availability filters and a cap.
Review each store's pickup
After two weeks, open Insights, then Teams, and compare handovers waiting and nobody assigned across rooftops.
Who this is for
US dealer groups with two or more rooftops that share a website, social accounts or a central BDC, whether they are one brand across a metro area or several brands across a region.
It is for the group's internet director, who sets the rules, and the store managers, who want to see their leads arrive and be answered.
Questions teams ask
How should a dealer group route leads between stores?
Usually by the store the shopper names, then by area or ZIP code, then by brand. Write those rules down first. In Cloodot, store-owned channels route themselves, and for shared channels the AI agent asks where the shopper is and hands the chat to that store's team inbox.
Can leads be routed by ZIP code?
Yes, as a rule you write. List each store's ZIP codes in its team description and in the agent's instructions, or branch on a captured ZIP code in a workflow, one branch per store. Cloodot has no built-in geographic lookup, so a ZIP you have not listed falls back to the general queue.
Can we stop stores from seeing each other's leads?
For channels a store owns, yes: limit the channel to that store's team, and other teams cannot see or be assigned its conversations. Team inboxes on their own do not restrict visibility, because anyone with inbox access can open every team inbox.
How are leads shared between reps at the same store?
With auto-assignment in round robin, each new handover goes to the next qualifying rep on that store's team. You can skip reps who are Away or Busy, cap open conversations per rep and balance by open conversations, and every automatic assignment is logged on the conversation.
Does this replace our dealer CRM's lead rules?
No. Cloodot routes conversations in its own inbox, not leads in your CRM. If your CRM assigns leads too, decide which system owns the first response so two reps do not call the same shopper. If the CRM accepts leads through an API, a workflow can pass along the store, brand and contact details the agent captured.
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