Routing rules in Qualified ensure your visitors are chatting with the right sales reps quickly and efficiently. In this article, we'll walk through the default and custom routing rules and how to configure them to fit your business needs.
Routing Rule Basics
Routing rules use visitor information to determine which reps should see and engage with each visitor. These rules are ordered, so visitors will always be routed based on the top-ranked rule they match.
Each routing rule includes a set of filters that define a specific set of visitors and which reps are responsible for them. These rules can be created using visitor field information, Salesforce information, location data, data enrichment information, or some UTM parameters.
If you are on the Enterprise plan, Qualified has the ability to route based on objects related to Account, Lead, and Contact. If you're interested in this feature, reach out to your Success Architect.
Route to Outreach Owner or Email Sender
Qualified integrates with Outreach so you can alert your sales team to visitors that clicked through their Outreach emails and route the visitor to the Outreach email senders or prospect owners.
To configure Outreach routing rules, open your routing and edit any rule to see the option shown below. Select to turn this rule on to make it active and configure the options shown.
Configure your Outreach routing rules to route the visitor that clicked through Outreach to the email sender, the prospect owner, or both. Qualified will match the email sender or prospect owner using the email address within Outreach to know which Qualified user to route to.
Next, configure fallbacks if those users are unavailable as well as who Outreach visitors should book a meeting with if the email sender or prospect owner are not available in Qualified.
Route to Salesforce Owner
When the Route to Salesforce owner option is toggled on, the visitor is first routed to their existing lead, contact, or account owner. Once a website visitor matches a routing rule’s filter criteria, Qualified checks if the visitor is an existing lead or contact in Salesforce. Qualified determines this automatically based on the visitor’s cookies or from gathering an email address in a form or earlier within the chatbot Experience.
When the system determines that the visitor is associated with an existing lead, contact, or account record in Salesforce, we look in Salesforce to locate the record owner. If the owner of the Salesforce record is also a Qualified user (identified via their personal Qualified—Salesforce connection), we'll automatically route the conversation to that rep if they are online. If they are not online, or the route to Salesforce Owner and the Reps below option is checked, the visitor will be routed to the reps defined in the fallback section at the bottom of the rule.
You can disable routing to the Salesforce owner depending on your needs or 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 follow the rules defined in the below Route to section.
In some cases, you may want to route to both the Salesforce owner and the reps defined in the fallback section, even if the Salesforce owner is available.
If you decide to route to the Salesforce owner and other sales reps, this gives you the highest chance of someone picking up the chat when it's requested by the visitor.
Route to Account Team Member
You may organize groups of Salesforce users who work on the same account with the Salesforce object Account Team Member. If so, you can route Qualified Experiences to someone with a specific role on an Account Team. Here's how:
- Open your Route for Inbound Chat or Route for Pounce step.
- Select I know who I want to route to.
- Select Related Team Account Role from the If the visitor didn’t match a Lead or Contact record but matched a Target Account… dropdown.
- Enter the Account Team Member role in the textbox that appears.
- Customize the remaining routing rule options as you want.
- Click Done.
Make sure to type the role name precisely. If there's a typo, the routing will not work.
First Available & Round Robin Routing
Within each routing rule, choose between First Available and Round Robin:
We typically recommend First Available routing, but Round Robin may serve your needs better.
When you select First Available in your routing, all reps that match a routing rule are alerted to new visitors simultaneously. After a rep starts a live chat with the visitor, that rep owns the conversation. The visitor is then unavailable to all other reps even though they were previously alerted.
First Available routing encourages reps to begin chat conversations as quickly as possible. This ensures that website visitors have the best possible Experience and can create an atmosphere of healthy competition among a team of reps. Select First Available to increase your speed to new leads.
Chat Round Robin
You may prefer Round Robin to more evenly distribute chats to your reps. It can also be worthwhile in an Experience’s Route for Pounce step. Routing to one rep at a time, they could pounce without worrying that another rep was doing the same.
It’s important to note, however, that this can slow down your average chat response time. The selected rep may be busy when a chat arrives or briefly step away. If the rep does not pick up the chat in time, the visitor may be shown the meeting booker when they could have instead had a live conversation with a different available rep on your team.
Routing to All Users, Specific Users, or Groups
Whether or not you select First Available or Round Robin routing, Qualified is going to route the conversation to all users, a specific user, or a customized user group. That selection can be made by simply choosing all, a group, or a specific user from the picklist, as shown here:
In some cases, you'll want certain visitors to only be routed to the owner of the account, contact, or lead. In these cases, remove any fallback action from your default routing rule. This can be useful when a visitor should only chat with and book meetings with their record owner.
To remove the fallback, edit your routing rule and remove any fallback option by clicking the X icon next to the fallback as shown below: