Meeting Routing

Make sure the right people from your team attend prospect meetings with meeting routing. Configure meeting routing so Qualified offers calendar(s) for reps best suited for that meeting type, territory, and other criteria.

Overview

Meeting routing dictates which sales rep calendar(s) are available when visitors book a meeting. With Qualified Meetings, create meeting types that fit your sales team’s strategy, like discovery or demo appointments. Different people need to attend those meetings, so adjust each meeting type’s routing so Qualified offers times that fit the correct people’s calendars.

Once your meeting settings are finalized, build a Form or Button Experience with an Offer a meeting (fullscreen) step. Click Route for Meeting → Select meeting type to pick which meeting type will be offered to the visitor and, in turn, which rep will attend:

Meeting routing is distinct from Qualified chat routing. A visitor may chat with one rep but need a follow-up meeting with an AE, for example. Separate chat and meeting routing allows you to efficiently staff Qualified chat and concurrently manage your sales team’s calendars.

How to Customize Meeting Routing

Meeting routing is setup using Routing Rule Sets. Each Routing Rule Set can be applied to one or more meeting types. This controls which reps are included in the visitor’s new meeting. To configure meeting routing:

1. Click the Settings icon.
2. Under Meetings, select Routing.
3. Click Create new routing rule set
4. Build the default meeting routing rule based on your team’s needs. For example:
   • Route to Salesforce owner if the visitor matches a contact record.
   • Fallback and Route to Any rep below to offer the soonest appointment possible using either Smart Routing or strict Round Robin, which you can choose when editing your meeting type. Weights and exclusions can also be set within the Routing Type selection.
   • Round Robin will route only to the rep who is next in line to get a meeting. It does not optimize for finding the best time possible for prospect and hence may result in fewer meetings. 
   • Smart Routing is used to distribute meetings fairly based on factors like rep availability within the time chosen by the visitor as well as weights set by the admin. 
     • Qualified will select the rep with the lowest rate of meeting booked during the shorter of the following time windows: last 30 days or the time since the user was added to the user group. 
     • Meeting distribution is managed independently per Meeting Type and resets every 30 days.
     • This is not a classic “round robin” functionality since we still show all available times upfrontand then select the rep accordingly
5. Click Save in the top-right corner
   

Smart routing is strongly recommended.

If you want multiple meeting routing rules for the same meeting type(s), click the + icon to create an additional routing rule within the Routing Rule Set:

The routing rules within a set are evaluated in the order they’re listed. Hover over the routing rule’s number and then drag-and-drop the routing rules to re-order them:

Routing to Multiple Groups of Attendees

There are cases where you may need to book a meeting with multiple attendees, and even Round Robin (or Smart Route) between groups of attendees. Qualified's meeting routing can handle that too. Below are some common use-cases:

• Flexible Teams - Round Robin or Smart Route to a group of Account Executives, then Round Robin to a group of Solution Engineers.
  
  
• Exact Teams - Round Robin or Smart Route to fixed Account Executive and Solution Engineer Teams.
  
  

• Salesforce Routing - Route to the Salesforce Owner, and Round Robin or Smart Route to a group of Solution Engineers.