Configuring the Default Routing Rule

The default routing rule is the single routing rule that comes out-of-the-box with Qualified. Let's understand a bit more about this routing rule and learn how it can be customized to fit your needs. In this guide we'll cover how the default routing rule works and then talk about the following:

  1. Salesforce / Pardot ownership and routing
  2. First available vs round robin routing
  3. Routing to all users, specific users, and groups

How the Default Routing Rule Works

Out of the box, the default routing rule will perform 3 actions, shown in the product screenshots below. We'll then walk through each of the sections in the default rule to show how it can be customized.

Default routing rule.

1) Salesforce / Pardot Ownership & Routing

The default routing rule will first check to see if a website visitor is already a Lead or Contact in Salesforce. Qualified will determine this on-the-fly based upon reading the visitor cookie or gathering an email address via a form or a bot. If the system determines that there is already a Lead, or Contact record already in Salesforce, we'll look in Salesforce to see who the owner of that record is. If we find that the owner of the record in Salesforce is a user in Qualified via their personal Qualified <> Salesforce connection, we'll automatically try to route the conversation to that rep if they are online, If they are not online it will fallback to the selection beneath that, which is first available or round robin based routing,

You can turn this rule on or off depending on your needs as well as remove the option to book a meeting with the Salesforce owner. If this rule is turned off we'll no longer look for the Salesforce owner and will ask that you configure how the routing should proceed.

Routing with Salesforce Lead or Contact Owner turned off.

2) First Available vs Round Robin Routing

Within the default routing rule you have the option to choose "First Available" or "Round Robin" for routing. Let's dig into how each works and things to consider:

First Available

Selecting first available in the routing configuration will simultaneously alert all reps that are in the user routing below. Effectively what this means is that the conversation will route to multiple people at the same time. The first rep who starts a conversation with this visitor will claim them, making them unavailable for conversation with the other reps on the team. The benefit of first available routing is that it provides the maximum incentive for reps to start conversations with inbound website visitors as quickly as possible, which generally means that the website visitor has the best possible experience. First available is selected by default, as shown below:

Round robin vs first available conversation routing

Round Robin

Selecting round robin in the routing configuration will route the conversation only to 1 rep at a time. The system will randomly choose 1 rep that is online at the time and give the conversation to that 1 person. This may seem more "fair" to your sales representatives because they may have an equal opportunity to have the same number of conversations as their colleagues. However, it presents additional problems particularly for reps who may be busy at the moment or might have walked away to get a cup of coffee. In this case, a website visitor might be trying to have an inbound conversation with a person who is unresponsive, or fhey might fall back to a meeting booker when they could have had a live conversation with someone on your team.

3) Routing to All Users, Specific Users, or Groups

Finally, whether or not you select first available routing or round robin routing, Qualified is going to route the conversation to all users, a specific user, or a customized group of users. That selection can be made by simply choosing all, a group, or a specific user from the picklist, as shown here:

Selecting who the conversation is routed to within the default routing rule
Selecting who the conversation is routed to within the default routing rule

Summary

The default routing rule is the single routing rule that comes out-of-the-box with Qualified. In this guide we've helped you understand a bit more about this routing rule and learn how it can be customized to fit your needs. We've covered:

  1. Salesforce / Pardot ownership and routing
  2. First available vs round robin routing
  3. Routing to all users, specific users, and groups

Next Steps

As a next step in your education, you might find the following guides useful

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