Lead triage — one workflow, end to end
This article walks you through one specific workflow — Lead Score & Route — start to finish. It’s the easiest one to picture because the inputs are familiar (people clicking your emails, filling out your forms) and the output is the thing every operator wants (a tag on the people who matter).
We pick this one as the worked example because if you understand it, the other 27 workflows in the catalog start to make sense — they all run on the same engine, just with different triggers and different actions.
What it is
Section titled “What it is”Lead Score & Route is a Growth-tier (medium-complexity) workflow that watches your CRM for engagement events and computes a running lead score per contact. When the score crosses a threshold, the contact gets tagged athenai-hot-lead so your sales process can pick them up.
It’s the difference between “we have 4,000 contacts in the CRM, no idea who’s actually buying” and “here are the 17 people who are warm right now — call them this week.”
Where it lives
Section titled “Where it lives”- Tier: Growth and above ($297/mo).
- Catalog file:
lead-score-routein your dashboard. - Powered by: the GoHighLevel sub-account that gets provisioned when you upgrade past Free.
If you’re on Solo, the closest equivalent is Stale-Lead Alert — same idea but simpler: instead of scoring every engagement, it just flags contacts who’ve gone quiet for too long.
What triggers it
Section titled “What triggers it”A webhook from your CRM. Specifically, any of these events:
| CRM event | Score added |
|---|---|
| Email opened | +5 |
| Page visit | +3 |
| Link clicked | +15 |
| Form submitted | +30 |
| Appointment booked | +50 |
| Payment received | +100 |
The events come from your GoHighLevel sub-account (which was provisioned for you when you signed up for Solo or higher). If you’re tracking website visits or form submissions through GoHighLevel’s pixel, those events flow through the webhook automatically. If you’re using your own analytics, you can wire those events in too — your sales rep can show you how, or chat can walk you through it.
What it does, step by step
Section titled “What it does, step by step”Pretend a contact named Maya is sitting at score 60 from past clicks. She fills out a form on your site asking for a quote.
- Webhook arrives. GoHighLevel fires a
FormSubmittedevent with Maya’s contact ID. - AthenAI catches it. The workflow router looks at the event type, sees it matches a registered trigger, and dispatches the run.
- AthenAI looks up Maya. It pulls her contact record (existing tags, current attributes).
- Score computed. Form submitted = +30. Maya’s running score moves to 90.
- Threshold check. 90 ≥ 75. She crosses the hot threshold.
- Tag added. AthenAI writes the
athenai-hot-leadtag onto Maya’s contact in your CRM. - (Optional) Slack alert fires if you’ve connected a Slack workspace and asked for hot-lead notifications.
- Audit log records the run. Run ID, contact ID, score before/after, tag added, what fired the trigger.
End-to-end: a few seconds. The webhook → score → tag chain is fast enough that by the time Maya finishes the form-submit redirect, she’s already tagged hot in your CRM.
What you don’t have to do
Section titled “What you don’t have to do”This workflow is fire-and-forget by design. There’s no approval gate, no draft email queued for your eyes, no “are you sure?” dialog. The reasoning: tagging a contact and incrementing a hidden score field is a low-stakes mutation. If it’s wrong, it’s reversible (untag the contact, decrement the score), and the cost of missing a hot lead is way higher than the cost of an over-eager tag.
This is one of the “low-stakes, runs on its own” actions. Compare to a workflow like Multi-Channel Social Post — that one queues a draft for you to approve before anything ships, because publishing content publicly is high-stakes.
For more on what does and doesn’t require approval: /help/account/approvals-and-control/.
Configuration today — sensible defaults
Section titled “Configuration today — sensible defaults”Lead Score & Route runs with sensible defaults out of the box: hot threshold of 75, the score table above, the athenai-hot-lead tag, and (if you’ve connected Slack) hot-lead notifications to your default channel. Most operators never need to touch any of it for the first month.
If you want different behavior — a different threshold, a different tag name, a different Slack channel — ask in chat and AthenAI will adjust the rules in your CRM directly. The per-workflow runtime configuration UI (Settings → Workflows → Lead Score & Route, with toggles for thresholds and tag overrides) is on the roadmap; today, it’s a chat-driven adjustment instead of a self-serve toggle.
What it looks like in your dashboard
Section titled “What it looks like in your dashboard”After a few days running, you’ll see:
- A count of hot leads tagged this week in the Growth-tier weekly briefing.
- A list of contacts crossing the threshold in your CRM, filterable by tag.
- The audit-log entries for each run, browsable by date.
If you turn on the companion workflow — Stale-Lead Alert — you’ll also see a count of hot leads who got tagged but didn’t get followed up on within 48 hours. That’s the closing-the-loop layer.
When it gets it wrong
Section titled “When it gets it wrong”Two failure modes worth knowing about:
False positive. Someone tour-kicks your site (opens an email, clicks two links, visits the pricing page) and crosses 75 without any real intent. They get tagged hot. Your sales rep calls them. They had no idea what AthenAI is.
That’s noise. Either raise your threshold or ignore the tag the next time you see the same person — most CRMs let you filter by “tagged hot AND visited pricing in the last week” to focus only on the most recent crossers.
False negative. Someone reads an email, doesn’t click, doesn’t visit the site, but emails your support inbox saying “I’m ready to buy, who do I talk to.” Lead-Score-Route never sees them — there’s no engagement event in the CRM for that conversation.
That’s why this workflow is one tool, not the whole funnel. Pair it with a manual review of the support inbox (or chain it with the upcoming AI lead-qualification workflow on Scale, which reads inbound conversations and scores intent).
When to turn it off
Section titled “When to turn it off”Honest reasons you might disable this:
- You don’t have enough engagement volume yet (under ~100 contacts, the score signal is mostly noise).
- You already have a working lead-scoring system in place from another tool and don’t want a second one writing tags.
- You’re going through a CRM cleanup and don’t want any automated tag mutations during the cleanup.
Turn it off in Settings → Workflows → Lead Score & Route → toggle off. AthenAI stops running it. Existing tags stay where they are. Turn it back on whenever.
Related
Section titled “Related”- /help/workflows/ — the full catalog
- /help/account/approvals-and-control/ — what’s auto and what asks
- /help/account/pricing-and-tiers/ — Growth tier ($297/mo) gets you this one and 14 others
[IMG-LEAD-TRIAGE: phone screenshot showing a hot-lead notification in the dashboard. Product surface.]