How to set up routing with Salesforce lookup

This article provides instructions on how to set up routing with Salesforce (SFDC) lookup.

When connecting forms to event types in Calendly, you have two options:

1. Calendly’s Native Routing Logic: Use fixed answers for simple routing. Learn more in Getting started with Routing Forms.
2. Salesforce Lookup with Calendly Routing Logic: Use Salesforce data for more flexible routing.
   • Salesforce Objects:
     • Account: Route visitors based on their account owner and conditions like "account type."
     • Contact: Route visitors by their contact owner.
     • Lead: Route visitors by their lead owner.
     • Opportunity: Route based on the opportunity owner, using fields like "stage" for detailed routing.
   • Filtering/Routing Criteria: Use standard or custom Salesforce fields, such as "stage" or "account type," for routing conditions.
   • Destinations: Based on Salesforce data, direct leads or contacts to different Event Types, Custom Messages, or External URLs.

Salesforce lookup logic can work with Calendly forms or other tools like Marketo, HubSpot, or Pardot.

Before you begin

Calendly Requirements

• Only organization owners and admins can establish a SFDC form integration. However, owners and admins can grant edit permission on each individual form to specific users.

Salesforce Requirements

• You'll need Salesforce Enterprise or higher edition.
  
• You'll need Salesforce admin privileges.
  
• The Calendly user needs to exist in Salesforce and have the ability to own the SFDC objects described above (Account, Contact, Lead, Opportunity).
  
• Users in Salesforce must have the same email in Calendly in order to be matched as an Owner

Adding SFDC lookup logic to a routing form

Step 1 – Set up your routing form

You have two options when setting up your routing form:

• Creating a Calendly routing form
• Importing a HubSpot, Marketo, or Pardot form. 

For more information on setting up your routing form, check out these articles:

Step 2 – Configure your routing logic

1. Navigate to the Logic tab of your Routing form and select + Create.
2. Configure your routing logic.
   
   • For routing with SFDC lookup, select Use Salesforce lookup. While every SFDC instance is unique, we recommend users new to SFDC routing use the following configuration when getting started:
     1. IF: SFDC Lead
        • Find record by: Using full email address
        • Full email address matching field: Email
     2. Ownership Field: Lead Owner
     3. GO TO: Select the preferred destination (i.e., Managed Event, Event Type, External URL, or Custom Message)
     4. Select Save
     5. Select Publish form

For more information on how to embed your routing form, check out these resources: