Making sure that your prospects, leads, and customers are talking to the right person is essential to booking more meetings and growing your business.
Ensuring that someone always gets to the appropriate resource can be really challenging - we've introduced some more robust routing features for Advanced customers who need additional layers of complexity and/or logic for their lead routing!
In this doc, we'll cover
- setting up new Advanced routing rules
- creating routing branches
- configuring fallbacks
What plan is this for?
Advanced Routing is only available on the Enterprise plan.
Adding Advanced Routing Rules
Head to Settings > App Settings > Conversation Routing, or, click here.
Click the + icon+ to add a new rule. You'll see a routing card appear on screen. Click the card and a modal will appear.
Name your rule and select which logic you'd like to follow. You'll be able to choose from
- custom conditions
- Salesforce owner
- Drift Account owner (ABM)
- LeanData owner
For example, you could use custom conditions of US state and select the Northeast territory.
When you're finished, click Apply changes.
Within the middle of the card, you'll see Route to with a downward carat. Clicking the area below that will allow you to configure who will receive the matched leads and the logic for both when team members are and are not available
Selecting who Gets Added to a Rule
Within the modal that appears when you click the card's bottom portion, click Edit at the top right next to Teammates. You'll be able to add or change teammates for that rule, and select round robin-ing between groups you create or using one of your designated teams.
Setting Logic for Teams/Teammates Based on Availability
In addition to configuring who should receive certain conversations, you can also customize the behavior based on whether the selected team member or team is available to chat.
From the Route to area, open the modal and you'll see options for available and unavailable teammates.
Click into those settings to configure what should have in those scenarios.
For available teammates (teammates who are marked as available and/or haven't hit their conversation limit), you can add a Fallback if they don't respond.
You can choose to
- reroute the conversation once
- schedule a meeting
For unavailable teammates, there are two scenarios, which consist of
- teammates who are unavailable for chat (they're at their chat limit, are calendar users, or are already in the conversation)
- teammates who are unavailable to schedule a meeting (they don't have their calendar connected, they've reached their conversation limit, or are already in the conversation)
For those unavailable for chat, you can choose to
- continue to the next rule
- route anyway
For those unavailable for scheduling a meeting, you can choose to
- continue to the next rule
- stop routing and don't continue to the next rule (for those who don't wish leads to get passed to a different group, etc)
Creating Branched Routing
You may want to take prospects down a specific branch of routing if they match a condition or rule. This is useful to separate leads on broader themes, like geolocation, for example.
To create a new branch, click the bottom portion of the desired routing card that says Route to. You can change this to Create new branch and you'll see a branch appear with a new routing card for you.
You can then create a new path of rules!