Contact Routing

Contact routing policies are used to track additional contacts and automate the routing of those new contacts to the appropriate people and roles. To add a Contact Routing Policy:

  1. Click on the Motion tab in
  2. Select the designer you'd like to work in - Territories, Teams, or Products.
  3. Click the blue Add New Policy button in the top-right corner.
  4. From the Policy Catalog, select Contact Routing.

Configuring the Contact Routing Policy

Stage 1 - Dealing with Duplicates

If the system finds duplicate leads, you can decide what to do with them in this stage.

  1. Select the checkbox labeled Detect and Handle Duplicates to manage duplicate accounts.
  2. Set the criteria for finding duplicates - type in how many days between each check is made for duplicates and by what percent they should be matched.
  3. Now, decide whether to Route or Merge the duplicates in the conditions displayed:
  • If a duplicate is found, then Route/Merge to the same owner.
  • If a duplicate from the same clean domain field is found, then Route to the same owner of the original.
  • If a duplicate from the same lead is found, then Route/Merge the duplicate contact to the same lead owner.

Stage 2 - Role-based Routing

If you'd like to route new contacts to people in roles on an existing account team, you can do so in this stage. For example, you can send leads to an SDR team if the company is a prospect but send it to an account manager if the account is already a customer.

  1. Select the checkbox labeled Enable Role-based Routing to edit the policy.
  2. Type in the field you'd to filter the account by. (E.g., "Type", "Country")
  3. From the drop-down menu, select the type of role to which you'd like to assign the lead. (E.g., Account Team Role, Parent Account Role, Ultimate Parent Role, or Account Owner)
  4. Under Value, type in the values for the field you chose in step 2 (E.g., if I chose Country, I could type in US and Canada in the value section).
  5. For each value specified, select a Role from the drop-down menu to assign that account to. (E.g., Sales Rep, Account Territory Executive)
  6. Add more Values/Roles by clicking the grey [+] button in the top right corner of stage 3.

Stage 3 - Round-Robin

If you'd like to assign contacts to a team of Sales Development Reps, for example, you can enable round-robin distribution to make sure that your salespeople are getting equal workloads. This can be combined with any of the stages above to optimize the allocation of work to the various teams and roles.

  1. Add Participants to assign incoming accounts to. Select a person from the drop-down menu.
  2. Add a Skill to filter against if you'd like to assign a specific person to an account. (E.g., French-speaking SDRs can be assigned to leads based in French-speaking countries by adding "French" as a skill)
  3. Under Action, you can set limits and work constraints on each participant by clicking the downward arrow button.
  4. If you'd like to set a limit on the number of accounts routed to ANY participant, check the box for "Limit total number..." under Additional Configuration and fill in a maximum value.

Stage 4 - Defaults

If you'd like to set a default user or queue to route contacts to, you can do so in this stage.

  1. From the drop-down menu, select whether you'd like to send incoming leads to a default user or queue.
  1. In the next line, select a user from the drop-down menu or type in the queue name to route the contact.

Set Queue Operational Times

  1. Fill in the Day(s) of the Week, Start, and End times for when you'd like the policy to be active.
  2. To add more days, click the gray [+] button in the top right corner.


To send notifications to users when contacts are routed, fill out this section.

  1. Check the box titled Send notification of routed contacts to the new owner via Salesforce Chatter.
  2. Customize the text in sent with the notification in the Additional Text section.
  3. If you'd like to send notifications to another person besides the new owner, choose a person from the drop-down menu.
  4. When finished with all sections of the policy, don't forget to click Save Changes when finished.