Routing with Salesforce lookup: scenarios and solutions

Use this guide to configure Salesforce (SFDC) lookups in Calendly routing forms.

For initial setup steps, see How to set up routing with Salesforce lookup.

Route leads to their Salesforce owner

Send known visitors to their assigned rep.

1. Go to Calendly Home > Routing.
2. Select + New routing form.
3. Choose Create a new form, name it, and add questions (e.g., First Name, Email).
4. Go to Routing Logic > Add a Route.
5. Set logic:
   • IF: SFDC Lead
   • Match: Full email address
   • Field: Email
   • Owner Field: Lead Owner
   • GO TO: Choose destination (e.g., Managed Event)
6. Select Save, then Publish form.

Add conditions for ownership routing

Route only if Opportunity is Open

1. Make sure your form includes an Email address.
2. In Routing Logic, select Create route.
3. Choose Salesforce lookup > Opportunity.
4. In WHEN, select a lookup field.
5. In IF:
   • Field: Stage
   • Condition: is
   • Value: Open
6. In THEN:
   • Toggle Ownership lookup on
   • Owner Field: Owner ID
   • Managed Event: Select event type
7. Select Save.

Route only if account is in a certain division

1. In WHEN, use a field like Account Domain.
2. In IF:
   • Field: Business Tags
   • Condition: is
   • Value: e.g., Education
3. In THEN, toggle Ownership lookup on.
   • Owner Field: Owner ID
   • Managed Event: Select event type
4. Select Save.

Route to a specific AE or team

Send to an AE not listed as the owner

1. In IF:
   • Field: Owner ID
   • Condition: is
   • Value: Salesforce User ID
2. In THEN, keep Ownership lookup off.
3. Choose a destination and event type (e.g., One-on-one).
4. Select Save.

Note: For multiple SDR–AE pairs, create separate routes.

Skip bot owners

Calendly skips bot owners and follows your fallback route (e.g., round robin).

Route based on Salesforce fields

Route leads by score

Send leads with a score over 50 to a high-priority team.

1. Use Salesforce lookup on the Lead object.
2. In IF:
   • Field: Behavior Score
   • Condition: is greater than
   • Value: 50
3. In THEN, keep Ownership lookup off.
4. Route to Round Robin event.
5. Select Save.

Note: Use “is less than” to send low-score leads to a message or URL.

Route leads by Zip Code

Option 1: Use a Salesforce field

1. In WHEN, select a Zip Code field (e.g., Billing Zip).
2. In IF:
   • Zip is greater than 30000
   • AND Zip is less than 40000
3. Route to event.
4. Select Save.

Option 2: Use form response

1. Add a Zip Code question to the form.
2. In IF:
   • Zip is greater than 30000
   • AND Zip is less than 40000
3. Route to event.
4. Select Save.

Route to different destinations

Route partners to a different site

1. Use Salesforce lookup on Contact.
2. In IF:
   • Field: Partnership Reason
   • Condition: is
   • Value: Active
3. In THEN, send to an external URL (e.g., Partners page).
4. Select Save.

Route known customers to support

1. Use Salesforce lookup on Account.
2. In IF:
   • Field: Active Users
   • Condition: is not empty
3. In THEN, route to support (e.g., Team event or external site).
4. Select Save.

Route to a CSM, not the account owner

1. Lookup the Account.
2. In THEN, enable Ownership lookup.
   • Owner Field: CSM
   • Managed Event: Choose event type
3. Select Save.