This article provides set up instructions for specific use cases when routing with Salesforce (SFDC) lookup. For a list of requirements and initial setup steps, check out Set up routing with Salesforce lookup.
Ensure leads book with the correct Salesforce owner
I want to route known visitors to their assigned rep's booking page from my Calendly routing form.
- From the Calendly Home page, select Routing.
- Select + New Routing form.
- Choose Create a new form and name your form.
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Add your question(s).
- For example, First Name, Last Name, Email Address, or a variable answer like Location, Country, or Company Size.
- For example, First Name, Last Name, Email Address, or a variable answer like Location, Country, or Company Size.
- Navigate to the Routing Logic tab and select Add a Route.
- Configure your routing logic.
- For more information on Calendly’s native routing logic, check out Getting started with Routing Forms. Additionally, check out Routing Forms Best Practices for information on best practices when creating routing forms.
- While every SFDC instance is unique, we recommend users new to SFDC routing use the following configuration when getting started:
- IF: SFDC Lead
- Use Full Email Address to find Lead owner.
- Full email address matching field: Email
- Ownership Field: Lead Owner
- GO TO: Select the preferred destination (i.e., Managed Event, Event Type, External URL, or Custom Message).
- Select Save.
- Select Publish form.
Ensure ownership routing occurs only when certain criteria are met from Salesforce
I want to route to an Opportunity owner, but I want to filter Opportunities that are Closed.
- From the Calendly Home page, select Routing.
- From your list of routing forms, select the routing form you desire to use or create a new form by selecting + New routing form.
- From the Form tab, ensure you have an Email address question on your intake form. If you don’t, select + Add a question and add the Email address option.
- From the Logic tab of your routing form, select + Create to create a new route.
- From the How do you want to start your route? options, select Use Salesforce lookup.
- From the list of Salesforce objects, select Opportunity.
- Note: You can use advanced routing using standard (Account, Contact, Lead, Opportunity) or custom objects in Salesforce.
- From the WHEN section, select the field Calendly will lookup in Salesforce. (e.g. Ultimate Parent Domain - Account)
- Select + Add condition.
- From the IF section, establish the condition of the route. For example:
- From the Choose Salesforce field dropdown menu, select the field you’ve created on the Opportunity object in Salesforce related to the opportunities stage. (e.g. Stage)
- In the subsequent dropdown menu, select is.
- In the short answer box, add you desired status. (e.g. Open)
- From the THEN section, enable Ownership lookup by toggling the button on.
- From the Ownership field dropdown menu, select Owner ID.
- From the Managed Event dropdown menu, select the preferred event type for the owner.
- Select Save.
My company has different divisions, and only want to look for account owners within a certain division and filter out others. Even if a lead fills out a form and an account owner is found, if it’s not from the right division they should be treated like net new leads.
- From the Calendly Home page, select Routing.
- From your list of routing forms, select the routing form you desire to use or create a new form by selecting + New routing form.
- From the Form tab, ensure you have an Email address question on your intake form. If you don’t, select + Add a question and add the Email address option.
- From the Logic tab of your routing form, select + Create to create a new route.
- From the How do you want to start your route? options, select Use Salesforce lookup.
- From the list of Salesforce objects, select Account.
- Note: You can use advanced routing using standard (Account, Contact, Lead, Opportunity) or custom objects in Salesforce.
- From the WHEN section, select the field Calendly will lookup in Salesforce. (e.g. Account Domain)
- Select + Add condition.
- From the IF section, establish the condition of the route. For example:
- From the Choose Salesforce field dropdown menu, select the field you’ve created on the Account object in Salesforce for known customers that are specific to a division. (e.g. Business Tags)
- In the subsequent dropdown menu, select is.
- In the short answer box, add your desired status. (e.g. Open)
- From the THEN section, enable Ownership lookup by toggling the button on.
- From the Ownership field dropdown menu, select Owner ID.
- From the Managed Event dropdown menu, select the preferred event type for the owner.
- Select Save.
Ensure accounts with an owner are routed to a specific person or team, rather than the account owner’s managed event type
If an account has an SDR, I want to route to the AE that’s paired with them, but this AE is not listed in SFDC as a secondary owner on the account.
- From the Calendly Home page, select Routing.
- From your list of routing forms, select the routing form you desire to use or create a new form by selecting + New routing form.
- From the Form tab, ensure you have an Email address question on your intake form. If you don’t, select + Add a question and add the Email address option.
- From the Logic tab of your routing form, select + Create to create a new route.
- From the How do you want to start your route? options, select Use Salesforce lookup.
- From the list of Salesforce objects, select Account.
- Note: You can use advanced routing using standard (Account, Contact, Lead, Opportunity) or custom objects in Salesforce.
- From the WHEN section, select the field Calendly will lookup in Salesforce. (e.g. Account Domain)
- Select + Add condition.
- From the IF section, establish the condition of the route. For example:
- From the Choose Salesforce field dropdown menu, select Owner ID.
- In the subsequent dropdown menu, select is.
- Navigate to Salesforce, and copy the user ID of the specific owner. For step-by-step instructions on how to locate a user’s ID, check out this article.
- In the short answer box, add the user’s Salesforce ID.
- From the THEN section, leave Ownership lookup disabled.
- From go to a destination, select the preferred Destination (e.g. Event Type) and Event Type (e.g. One-on-one) from the dropdown menus.
- Select Save.
Note: This routing use case is a one by one pairing. If you have multiple pairings of SDR’s and AE’s, you will need to create separate routes for each pairing.
If an account has a specific owner that is not our system bot, then I want to route to assign them via round robin to a group of different people.
- From the Calendly Home page, select Routing.
- From your list of routing forms, select the routing form you desire to use or create a new form by selecting + New routing form.
- From the Form tab, ensure you have an Email address question on your intake form. If you don’t, select + Add a question and add the Email address option.
- From the Logic tab of your routing form, select + Create to create a new route.
- From the How do you want to start your route? options, select Use Salesforce lookup.
- From the list of Salesforce objects, select Account.
- Note: You can use advanced routing using standard (Account, Contact, Lead, Opportunity) or custom objects in Salesforce.
- From the WHEN section, select the field Calendly will lookup in Salesforce. (e.g. Account Domain)
- Select + Add condition.
- From the IF section, establish the condition of the route. For example:
- From the Choose Salesforce field dropdown menu, select Owner ID.
- In the subsequent dropdown menu, select is.
- Navigate to Salesforce, and copy the user profile ID of the specific owner. For step-by-step instructions on how to locate a user’s profile ID, check out this article.
- In the short answer box, add the user’s Salesforce profile ID.
- From the THEN section, leave Ownership lookup disabled.
- From go to a destination, select the preferred Destination (e.g. Event Type) and Event Type (e.g. Round Robin or Collective) from the dropdown menus.
- Select Save.
Ensure existing leads or accounts are routed by criteria in Salesforce besides ownership
We have a number of leads in SFDC with no owners, but each lead has a score. If it’s above 50 I want to route to our high priority sales team.
- From the Calendly Home page, select Routing.
- From your list of routing forms, select the routing form you desire to use or create a new form by selecting + New routing form.
- From the Form tab, ensure you have an Email address question on your intake form. If you don’t, select + Add a question and add the Email address option.
- From the Logic tab of your routing form, select + Create to create a new route.
- From the How do you want to start your route? options, select Use Salesforce lookup.
- From the list of Salesforce objects, select Lead.
- Note: You can use advanced routing using standard (Account, Contact, Lead, Opportunity) or custom objects in Salesforce.
- From the WHEN section, under Find record by, select:
- Using full email address (or)
- Using email domain
- From the dropdown menu, select:
- Email (or)
- Email domain
- Select + Add condition.
- From the IF section, establish the condition of the route. For example:
- From the Choose Salesforce field dropdown menu, select the field you created on the Salesforce object related to lead scores. (e.g. Behavior Score)
- In the subsequent dropdown menu, select is greater than.
- In the short answer box, add your desired value. (e.g. 50)
- From the THEN section, leave Ownership lookup disabled.
- From go to a destination, select the preferred Destination (e.g. Event Type) and Event Type (e.g. Round Robin or Collective) from the dropdown menus.
- Select Save.
Note: As a separate rule, you can use the is less than option to route leads to a Custom Message or External URL.
I want to route leads by their zip code collected in my form or the zip code listed for them in SFDC.
- From the Calendly Home page, select Routing.
- From your list of routing forms, select the routing form you desire to use or create a new form by selecting + New routing form.
- From the Form tab, ensure you have an Email address question on your intake form. If you don’t, select + Add a question and add the Email address option.
- From the Logic tab of your routing form, select + Create to create a new route.
- From the How do you want to start your route? options, select Use Salesforce lookup.
- From the list of Salesforce objects, select Account.
- Note: You can use advanced routing using standard (Account, Contact, Lead, Opportunity) or custom objects in Salesforce.
- From the WHEN section, select the field Calendly will lookup in Salesforce from the dropdown menu. (e.g. Account Domain)
- Select + Add condition.
- From the IF section, establish the condition of the route. For example:
- From the Choose Salesforce field dropdown menu, select the field you created on the Salesforce object related to Zip Codes. (e.g. Billing Zip/Postal Code)
- In the subsequent dropdown menu, select is greater than OR is greater than or equals.
- In the short answer box, add the desired Zip Code value. (e.g. 30000)
- Select + add to add the AND step of the route.
- From the Choose a question dropdown menu, select Billing Zip/Postal Code.
- In the subsequent dropdown menu, select is less than OR is less than or equals.
- In the short answer box, add the desired Zip Code value. (e.g. 40000)
- From the THEN section, leave Ownership lookup disabled.
- From go to a destination, select the preferred Destination (e.g. Event Type) and Event Type (e.g. Round Robin or Collective) from the dropdown menus.
- Select Save.
- From the Calendly Home page, select Routing.
- From your list of routing forms, select the routing form you desire to use or create a new form by selecting + New routing form.
- From the Form tab, select + Add a question.
- From the list of question options, select Short answer.
- Add a question for Zip/Postal Code.
- From the Logic tab of your routing form, select + Create to create a new route.
- From the How do you want to start your route? options, select Use form answers.
- From the IF section, establish the condition of the route. For example:
- From Choose your form field, select Zip/Postal Code from the dropdown menu.
- In the subsequent dropdown menu, select is greater than OR is greater than or equals.
- In the short answer box, add the desired Zip Code value. (e.g. 30000)
- Select + add to add the AND step of the route.
- From the Choose a question dropdown menu, select Billing Zip/Postal Code.
- In the subsequent dropdown menu, select is less than OR is less than or equals. (e.g. 40000)
- In the short answer box, add the desired Zip Code value.
- From the THEN section, under go to a destination, select the preferred Destination (e.g. Event Type) and Event Type (e.g. One-on-one) from the dropdown menus.
- Select Save.
We have a number of contacts in Salesforce that are actually Partners, so there is no “owner.” For these folks, I want to send them to our Partners page rather than our sales team booking page.
- From the Calendly Home page, select Routing.
- From your list of routing forms, select the routing form you desire to use or create a new form by selecting + New routing form.
- From the Form tab, ensure you have an Email address question on your intake form. If you don’t, select + Add a question and add the Email address option.
- From the Logic tab of your routing form, select + Create to create a new route.
- From the How do you want to start your route? options, select Use Salesforce lookup.
- From the list of Salesforce objects, select Contact.
- Note: You can use advanced routing using standard (Account, Contact, Lead, Opportunity) or custom objects in Salesforce.
- From the WHEN section, under Find record by, select:
- Using full email address (or)
- Using email domain
- From the dropdown menu, select:
- Email (or)
- Email domain
- Select + Add condition.
- From the IF section, establish the condition of the route. For example:
- From the Choose Salesforce field dropdown menu, select the field you created on the Salesforce object related to partnerships. (e.g. Partnership Reason)
- In the subsequent dropdown menu, select is.
- In the short answer box, add your desired status. (e.g. Active)
- From the THEN section, leave Ownership lookup disabled.
- From go to a destination, select the preferred Destination. (e.g. External URL for your partner)
- Select Save.
If a lead or account simply exists as a record in Salesforce, regardless of whether it’s assigned an owner, I want to route to my support portal page for known customers or a Team event type.
- From the Calendly Home page, select Routing.
- From your list of routing forms, select the routing form you desire to use or create a new form by selecting + New routing form.
- From the Form tab, ensure you have an Email address question on your intake form. If you don’t, select + Add a question and add the Email address option.
- From the Logic tab of your routing form, select + Create to create a new route.
- From the How do you want to start your route? options, select Use Salesforce lookup.
- From the list of Salesforce objects, select Account.
- Note: You can use advanced routing using standard (Account, Contact, Lead, Opportunity) or custom objects in Salesforce.
- From the WHEN section, select the field Calendly will lookup in Salesforce from the dropdown menu. (e.g. Account Domain)
- Select + Add condition.
- From the IF section, establish the condition of the route. For example:
- From the Choose Salesforce field dropdown menu, select the field you created on the Salesforce object related to existing customers. (e.g. Active Users)
- In the subsequent dropdown menu, select is not empty.
- From the THEN section, leave Ownership lookup disabled.
- From go to a destination, select the preferred Destination. (e.g. External URL for your Support team)
- Select Save.
Additional use cases
We have a bot (or system user) assigned to leads, but instead of routing to this person, we want to route to the round robin event.
In this scenario, the bot (or system user) is not typically a user in Calendly or on the managed event type. Therefore, if you create a regular ownership route and the system user is not in the managed event type, Calendly will skip this route and move to the round robin route configured for new leads.
I don’t want to route to the account owner, I want to route to the CSM on the account.
- From the Calendly Home page, select Routing.
- From your list of routing forms, select the routing form you desire to use or create a new form by selecting + New routing form.
- From the Form tab, ensure you have an Email address question on your intake form. If you don’t, select + Add a question and add the Email address option.
- From the Logic tab of your routing form, select + Create to create a new route.
- From the How do you want to start your route? options, select Use Salesforce lookup.
- From the list of Salesforce objects, select Account.
- Note: You can use advanced routing using standard (Account, Contact, Lead, Opportunity) or custom objects in Salesforce.
- From the WHEN section, select the field Calendly will lookup in Salesforce from the dropdown menu. (e.g. Account Domain)
- From the THEN section, enable Ownership lookup by toggling the button on.
- From the Ownership field dropdown menu, select the Salesforce field related to your CSM’s. (e.g. CSM)
- From the Managed Event dropdown menu, select the preferred event type for the owner.
- Select Save.