Qualified’s meeting routing allows you to connect high-intent website visitors directly with the right members of your team by leveraging your existing Salesforce data. By matching visitors to Salesforce records, your AI SDR agent can offer real-time meeting booking with the specific account owners or representatives assigned to that lead.
Salesforce matching logic
When a visitor provides their email address, your AI SDR agent initiates an enrichment process to determine if a record already exists in your Salesforce instance. The system looks for matches across three primary objects:
- Leads: An exact match based on the visitor’s email address. Since Leads are not yet converted, they do not have a direct Account association in Salesforce.
- Contacts: An exact match based on the email address. When a visitor matches a Contact, the system also identifies the associated Account.
- Accounts: If no direct Lead or Contact match is found, Qualified can use "fuzzy matching." This assumes an Account match based on the visitor’s company name or email domain.
Execution flow and owner validation
In a typical routing configuration, the system evaluates mapping rules from top to bottom. For example, a rule might first look for a Contact Owner; if no match is found, it will then look for an Account Owner via fuzzy matching.
Once a Salesforce owner is identified by their ID, Qualified verifies the following:
- Connection: The user must have a personal Salesforce account connected within Qualified (Integrations → Salesforce → Connection).
- Credentials: The user must have valid calendar credentials connected.
- Availability: The user must have available time slots within the bookable window defined for that meeting type.
If the identified owner is unavailable or lacks the necessary credentials, the system will move to the next mapping rule or follow your designated fallback logic.
Account team member routing
If enabled, Qualified can route direct contact matches via an account team member role. With this enhancement, ATM routing options are fully extended to the Contact direct match path. This allows your routing experiences to branch dynamically based on specific Account Team Member roles, ensuring a seamless handoff to the correct internal team members when a known Contact arrives on your website.
Account Team Member routing is disabled by default. To have this option enabled for your organization, please contact your Qualified Success Architect.
Advanced routing options
When configuring your routing destinations, you have several ways to manage how reps are selected:
- Any rep below: The system checks the fields in order (e.g., Owner ID, then Created By ID). It selects the first valid and available owner it finds.
- Everyone below: The system attempts to book a meeting involving all mapped owners. For this to be valid, every user mapped must have at least one available time slot.
- Book with the following: This serves as the final attempt in your routing rules. You can add up to three fallbacks, which can include specific individuals or meeting queues.
Note that optional attendees and additional Salesforce mappings are specifically available for organizations that have migrated to Meeting Queues.
Optional attendees behavior
Optional attendees provide flexibility for group meetings without restricting the availability of the primary meeting owner.
- Availability: The system completely ignores the availability or calendar credentials of optional attendees. A meeting can be booked even if an optional attendee has no bookable hours or disconnected credentials.
- Calendar invites: These participants are marked as "Optional" in the calendar invitation. Because their attendance isn't required, the system continues to show those time slots as available for the optional rep, allowing them to be the primary owner for other meetings at the same time.
- Queues: If an optional attendee is selected from a meeting queue, the system will automatically select the first rep in that queue regardless of their specific availability.
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