Lead Routing Agent: Terms and Conditions

The Lead Routing Agent is designed to automatically route and assign leads to the appropriate team based on predefined business rules and configured criteria.

The agent evaluates relevant lead information and determines the appropriate team according to the routing rules configured by the organization.

The Lead Routing Agent may be used to:

• Evaluate lead information against predefined routing criteria.
• Automatically assign leads to the appropriate team.
• Support consistent and standardized lead distribution.
• Reduce manual effort involved in lead assignment.
• Improve the speed and accuracy of lead routing.
• Support business-specific routing requirements such as location, industry, product, territory, or other configured criteria.

Lead assignment is performed based on the routing rules configured within the application.

The organization is responsible for:

• Defining appropriate routing criteria.
• Maintaining accurate routing rules.
• Ensuring that teams participating in routing are active and properly configured.
• Reviewing and updating rules when business requirements change.

Changes to routing rules may affect future lead assignments.

The agent may access lead information available within Microsoft Dynamics 365/Dataverse that is required to perform the routing process.

The agent should only use information necessary for lead routing and should operate according to the organization's applicable data security, privacy, and access-control policies.

Users must ensure that information stored in Dynamics 365 is accurate and appropriate for business use.

Users and administrators are responsible for:

• Maintaining accurate lead information.
• Configuring valid routing criteria.
• Ensuring that appropriate teams are available for assignment.
• Reviewing incorrectly routed leads and correcting them when necessary.
• Maintaining appropriate security roles and permissions.
• Monitoring the agent's performance and routing results.

The Lead Routing Agent uses configured business rules to determine the appropriate team.

Automated routing results depend on:

• The information available on the lead.
• The routing criteria configured in the system.
• The availability and configuration of the destination teams.
• The accuracy and completeness of the underlying Dataverse data.

The organization remains responsible for validating that the configured routing logic meets its business requirements.

If a lead does not satisfy any configured routing rule, contains incomplete information, or encounters a system or configuration error, the lead may not be automatically assigned to the expected team.

Such cases should be reviewed by an authorized administrator or designated user.

Access to the Lead Routing Agent and related Dynamics 365 data is controlled through Microsoft Dynamics 365 and Power Platform security mechanisms.

Users should not attempt to bypass configured security controls or access information for which they do not have authorization.

Administrators are responsible for ensuring that appropriate security roles and permissions are assigned.

The Lead Routing Agent depends on the availability and functionality of Microsoft Dynamics 365, Microsoft Dataverse, Power Automate, Copilot Studio, and other configured Microsoft Power Platform services.

The organization does not guarantee uninterrupted availability of the agent where service interruptions, platform limitations, configuration issues, or other technical problems occur.

The Lead Routing Agent may use Microsoft AI services, including AI tokens or other metered services, depending on the features and configuration enabled by the organization.

Any applicable token consumption, AI usage, or other usage-based charges incurred through the use of the Lead Routing Agent will be charged to the customer's Microsoft tenant and/or applicable Microsoft subscription according to Microsoft's applicable pricing, licensing, and billing terms.

The Lead Routing Agent is intended to support business processes and reduce manual effort. Routing results should be periodically reviewed to ensure that the configured rules continue to produce the desired business outcomes.

The organization should not rely solely on automated routing where manual review is required by internal policies or business processes.

Authorized administrators may modify:

• Routing criteria.
• Team assignments.
• Business rules.
• Agent instructions.
• Related Power Automate flows.
• Dataverse configurations.

Changes may affect how leads are routed and assigned.

The Lead Routing Agent is provided as a business-process automation tool. The organization is responsible for configuring, monitoring, and validating the agent according to its business requirements.

The organization is responsible for reviewing automated assignments and taking corrective action where required.

By using the Lead Routing Agent, users acknowledge that:

• Lead routing is performed according to configured business rules.
• Automated routing depends on the quality and availability of underlying data.
• Incorrect or incomplete lead information may result in incorrect routing.
• Authorized administrators are responsible for maintaining routing rules and configurations.
• Users must follow applicable organizational security, privacy, and data-management policies.

For issues related to routing rules, incorrect lead assignments, configuration, or agent behavior, users should contact the organization's designated Dynamics 365 / Power Platform administrator or support team.