Contact Router Overview

The Contact Routing module allows you to manage sales teams, data dictionaries, contact routing territories, and finally contact routers.

A Contact Router assigns contacts as per the definition. The Contact Router module is a flow builder that is made up of multiple assignment blocks. There is no limit on the number of assignment blocks that a contact router can have. A Contact Router is a set of assignment blocks and each assignment block contains three components:

  1. Routing territories 
  2. Assignment
  3. Optional Features

One or many (up to 10) routing territories can be dropped on each assignment block. Contacts in any of these routing territories are routed as per the routing rule on the assignment block. 

Assignment blocks are executed in the order of appearance. 

Note: If the option to continue to the next assignment block is selected under preferences, any failed assignment (due to inactive owner, unmatched account, invalid lookup id etc) will be re-assigned based on the subsequent block if the contact qualifies based on routing territory. 

The Sales Team section, of the Contact Routing module, allows you to create and manage sales teams and establish mappings between sales reps and accounts or dedicated inside sales reps. The available options are Round Robin Team, Sales Rep to ISR Mapping, SR and Account Mapping, and Weighted Sales Team.

For detailed information on creating and managing Round Robin Sales Teams, refer to Round Robin Team.

For detailed information on creating and managing Sales Rep to ISR Mapping, refer to Sales Rep to ISR Mapping.

For detailed information on creating and managing SR and Account Mapping, refer to SR and Account Mapping

For detailed information on creating and managing Weighted Sales Teams, refer to Weighted Sales Team.

The Data Dictionary section, of the Contact Routing module, allows you to upload your lists for fuzzy matching against different objects like accounts, contacts, and leads. You can also define your custom filters which can be fine-tuned to create routing territories for the objects you want to route such as contacts, accounts, leads, opportunities, and so on. The available data dictionaries are Account List, CRM Account Filter, and CRM Contact Filter.

For detailed information on creating and managing Account Lists, refer to Account List.

For detailed information on creating and managing CRM Account Filter, refer to CRM Account Filter.

For detailed information on creating and managing CRM Account Filter, refer to CRM Contact Filter.

For more information, refer to the following sections: