Configuring Meeting Routing Rules

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

Overview

Meeting routing dictates which sales rep calendars are shown when a visitor books a meeting. You can create different meeting types (like '30-min Demo' or '15-min Discovery') and attach a specific Routing Rule Set to each one.

Once configured, these routing rules automatically apply whenever that Meeting Type is offered across the Qualified platform, including:

• Conversations: When an AI SDR agent, bot, or rep offers a meeting during a live chat.

• Smart Forms & Smart Buttons: When a "Book a Meeting" step is triggered after a form fill or button click.

• Routed Meeting Links: When a prospect clicks a specialized link (e.g., in an email) to book with a team.

How to customize meeting routing

Meeting routing is set up using Routing Rule Sets. Each ruleset 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. Navigate to Settings → Meetings → Routing

2. Click Create new routing rule set.

3. Build the default meeting routing rule based on your team’s needs. For example:

   • Schedule with Salesforce owner: If the visitor matches a Lead, Contact, or Account record in Salesforce, route to the record owner.

     

      

   • Book with the following (Fallback): This is where you select the reps or groups to route to if the visitor does not match a record in Salesforce, or that feature is disabled.

     Note on Routing to Reps (Groups vs. Queues):

     • Legacy System: You will select individual reps or a Group of reps here. The routing logic (Round Robin vs. Smart Routing) is configured on the Meeting Type itself. Learn about Round Robin vs. Smart Routing here. 
     • New System (Meeting Queues): This is where you would select a Meeting Queue. The routing logic (Flexible vs. Strict Round Robin) is configured inside the queue settings, not on the Meeting Type. Learn about Meeting Queues here.

      

     

      

4. Add Additional Fallbacks (Optional): To ensure a meeting can always be booked, you can add multiple fallback destinations.

   • Within the "Book with the following" block, click the Add fallback button.

   • This adds a second (or third, or fourth) destination for the system to try if the one above it fails.

   • You can add a maximum of 4 fallbacks. The system will try them in order until it finds an available rep.

     

      

5. Click Save in the top-right corner.

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:

Why and When Fallbacks are Used

The system will attempt a fallback if no reps are available in the primary destination. This ensures that a prospect can always find a time, even if their dedicated rep is unavailable. Common reasons include:

• No time slots available: The reps' calendars are fully booked.

• Without availability configured: The reps haven't set their "Bookable Hours" in their Qualified profiles.

• No calendar connected: The reps' calendar connections (Google, Outlook) are invalid or disconnected.

Using Round Robin & Smart Routing (Legacy)

For legacy routing, the behavior is set on the Meeting Type (under Settings → Meetings → Meeting Types):

• 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 the prospect and hence may result in fewer meetings.

• Smart Routing: (Recommended) 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.

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.

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