When a CRM records an enquiry but no one owns it
A contact can be saved in a CRM while no one is responsible for replying, because the assignment rule finds no eligible owner and the sales inbox stays quiet. The article proposes acceptance testing that follows each enquiry from submission to the person or queue able to act on it. Suggested steps include starting with one form and a fallback queue, storing separate submission and contact IDs, and recording the owner, routing reason, and timestamps. Unroutable enquiries should go to a monitored queue and escalate once if unclaimed within an agreed window. The tests cover valid routing, fallback handling, duplicate deliveries, and notification failures before live routing is enabled.
This is an AI-generated summary. ShortSingh links to the original source for the complete article.

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