Issue with Lead Routing and Duplicate Assignments in Make.com

[D_G]

What are you trying to achieve?

We’ve set up a lead routing scenario in Make.com that assigns incoming leads to specific team members based on the city they are from. However, we’re encountering an issue where leads from certain cities are being routed twice—once to the correct assigned route (based on the city filter) and again to the default fallback route, which is meant to catch leads from unassigned cities.

Current Setup:
Leads enter the system and are analyzed for city and state.
Filters check if the city matches a predefined list (e.g., Birmingham, Montgomery).
If a match is found, the lead is assigned to a specific agent.
If no match is found, the lead is sent to the default route for handling unassigned cities.
Steps Taken to Fix the Issue:
We set the filters to be case-insensitive to ensure city names match properly.
We added a “does not equal (case-insensitive)” filter to the default route to exclude cities that have already been assigned.
Problem:
Despite these filters, leads from assigned cities (e.g., Birmingham, Montgomery) are still being routed to both the correct route and the default fallback route.
This is causing duplicate assignments, where the same lead is being routed to both an agent and the default handler.
The filter “does not equal (case-insensitive)” on the default route does not seem to be preventing already assigned cities from being included.
Goal:
Prevent leads from assigned cities from being routed twice.
Ensure that only unmatched cities (e.g., Huntsville, Mobile) go to the default route.
Question for the Community:
Has anyone experienced a similar issue where Make.com sends data to both a matched and unmatched route despite filters? Are there any best practices for ensuring that once a city is assigned, it does not continue down to the default fallback route?

Any insights would be greatly appreciated!

Steps taken so far

We set the filters to be case-insensitive to ensure city names match properly.
We added a “does not equal (case-insensitive)” filter to the default route to exclude cities that have already been assigned.

Screenshots: scenario setup, module configuration, errors

[Stoyan_Vatov]

Hey there,

you need AND filter not OR. With OR filter only one of the conditions need to be met for the bundle to go through.

[D_G]

Hey Stoyan, yes we only require one city to be met before the lead is sent to that agent. We named all of the cities as “or” for each of the agents they belong to in order to make sure they get them. The issue we are having is we created a default path in case we get a lead of a city not named, but what is happening is that I’m getting all of the cities sent to the default as well, even if we add a “does not equal to” filter in the default and name all of the cities named in agents routes. I’m super new with 0 programming experience. Thank you for your help

[samliew]

Welcome to the Make community!

@D_G

both the correct route and the default fallback route

This is because you did not set the “fallback route” option correctly. If you did you should see this.

For more information on how to set the Fallback Route, see the Router page in the Make Help Centre, which covers the following:

• Adding a router to a scenario
• Order routes
• The fallback route
• Select a whole branch

Hope this helps! Let me know if there are any further questions or issues.

— @samliew

P.S.: Investing some effort into the Make Academy will save you lots of time and frustration using Make.

[D_G]

Thank you @samliew that was the quickest solution. @Stoyan_Vatov I later understood what you meant by adding the “and” to the default it worked as well. Thank YOU again to both of you.