Lead routing is an important topic to be aware of when distributing incoming leads to offices, teams, and individual agents depending on their source. Most of the lead routing logic associated with the Enterprise product is the same as it is for current team editions of Chime. Please take some time to review the following article for more context: Lead Routing Rules. This article will only address the differences between what is outlined in that article and what is available in the Enterprise product.
- Users with the "Manage Lead Distribution —— Entire Company" permission can manage the lead routing rules for the entire account and every group.
- Users with the "Manage Lead Distribution —— User's Group" permission can only manage the lead routing rules for their own group and any subgroups.
See Enterprise Edition - Permissions for more information.
As you are getting started with lead routing, be sure to take a look at the New Leads options (which can sometimes be missed). This will help you configure whether new leads for certain user types will go through lead routing or not.
You will want to reference Lead Routing Rules > Basic Settings for more information on how this works.
We have optimized Enterprise lead routing to make sure that leads can be distributed within the customizable hierarchy that can exist within Enterprise accounts.
The main setting that has been optimized is found under Settings > Lead Routing > New Leads:
There are three tabs at the top:
- Company Owner
- Group Owners
- All Others
Use these options to customize which leads are routed if they enter via the Company Owner's integrations or the Company Website:
This is where the most significant changes take place with this release.
*IMPORTANT: Remember that setting changes made here apply to all groups on the account.
For all of the available options, you can now select between the following:
- Company Routing. Leads will be routed by Company Scope lead routing rules.
- Group Routing. Leads will be routed by Group Scope lead routing rules.
- Advanced Settings. See below.
For Advanced Settings, use this option if you would like to choose company vs. group differently for each of your groups:
Use this setting to customize whether leads from lead sources integrated by individual users should be routed via lead routing or not.
Leave it unchecked if these leads should just be assigned to the user who has the lead source connected. Check if those leads should also go through lead routing.
Remember, these settings apply to all users (other than the Company Owner and Group Owners).
*IMPORTANT: As a reminder, only users with the Manage Lead Distribution permission can edit these settings.
Access lead routing rules by navigating to Settings > Lead Routing:
Once on this page, you will notice there is a drop-down at the top in the middle for Scope. This drop-down allows you to narrow down the scope of what tier the lead routing rules are set up for. By selecting the group you would like to look at, the lead routing rules established for that group will be displayed on this page. Lead routing rules can be set up for every individual group.
Adding a Rule
To add a rule, click on the + Add New button at the top:
Whatever scope you had selected before will be chosen by default, but you can adjust the group that this rule applies to by clicking the drop-down in the top-right of the lead routing settings:
As always, build out the lead routing rule. Reference Lead Routing Rules for more instructions on how the criteria, etc. work.
If, as outlined above, you selected a scope for a group that has subgroups, you will be presented with another drop-down menu where you will be asked to choose the Assignment Level:
- Group. Choose any groups that are nested under the group selected in the Scope at the top of the rule.
- Agent. Select any individual agent that forms part of the group selected in the Scope at the top of the rule.
- Lead Pond. Select any of the available lead ponds set up under Settings > Lead Pond.
If you choose "Group" as the Assignment Level, you will only be able to use the "Round Robin" distribution method (reference Lead Routing Rules for more information) because the other options do not work logically with assigning to a group level. The other options will all be greyed out.
Choosing the "Agent" option for Assignment Level will allow for you to use all distribution methods (reference Lead Routing Rules for more information). You will be able to choose all the individual agents that you want to have on the distribution list.
As mentioned above, if "Lead Pond" is selected for Assignment Level, you will simply choose ONE option from a list of all available lead ponds:
If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <firstname.lastname@example.org>, by phone at 1 (855) 981-7557, or by a chat with us through your Chime CRM.