Routing with Salesforce ownership FAQs

This article contains common questions and answers related to Calendly routing with Salesforce ownership lookup.

What types of records can I do lookups for an owner on in Salesforce?

Calendly can lookup an owner for:

• Leads
• Contacts
• Accounts
• Opportunities
• Custom object lookups

Can I do lookups on custom objects in Salesforce?

Yes.

Can I do lookups on custom fields in Salesforce?

Yes, Calendly can do lookups on any standard or custom field in Salesforce.

How can I ensure leads are routed to their assigned rep’s booking page if I’m sharing booking links in mass email campaigns?

Rather than sharing an event type link in the body of the email you can share a link to a native Calendly routing form. That routing form would have only 1 field to collect email addresses (more fields of course can be added, but Calendly just needs the email to do the routing).

From there you can create a Salesforce ownership route on that native routing form so that when a prospect receives your outbound email, they click the routing form link, provide their email address and Calendly will route them directly to their assigned rep’s booking page. In this scenario, the native routing form acts almost like a gate to the ET that would normally be shared in these emails.

Can I create routing logic based on the owner in Salesforce?

For example, if we match a lead owner, John Smith, can I then route to a different person? Or can I lookup John Smith to see his user role and create a route based on that?
This feature is not available at this time. If the lookup matches on a user in Salesforce then that is who the meeting will be booked with.

Can I assign the lead to someone other than the standard Account, Lead, Contact or Opportunity Owner in Salesforce?

You can reference a custom field on the Account, Lead, Contact or Opportunity object for routing leads to another assignee. An example would be an “Account Rep” field or “CSM” field.

In general, how are leads added into Salesforce from Calendly?

• If a meeting is booked: it will be added to Salesforce via our installed Calendly package.
• If a meeting is not booked: the lead is still added to Salesforce from a Marketo form via Marketo’s integration with Salesforce and via Pardot via their integration with Salesforce.

Will ownership routing work with Shield Platform Encryption?

It will work differently depending on the type of encryption your organization is using.

• For probabilistic encryption, owner based routing will not work. This is because the type of query we use is not supported. 
  • You can’t include fields encrypted with the probabilistic encryption scheme in the following SOQL and SOSL clauses and functions:
    • Aggregate functions such as MAX(), MIN(), and COUNT_DISTINCT()
    • WHERE clause
    • GROUP BY clause
    • ORDER BY clause
  • For more information, check out this help center article from Salesforce Support: General Shield Platform Encryption Considerations
• For deterministic encryption, our platform will support exact field matching, but will not support partial matches.
  • For example, search by full email address would work, but not search by email domain.
  • Deterministic encryption only supports exact, case-sensitive matches. Comparison operators that return partial matches aren’t supported. For example, LIKE and STARTS WITH statements aren’t supported.
  • For more information, check out this help center article from Salesforce Support: Considerations for Using Deterministic Encryption.