Routing allows you to bring in the right reps at the right time for having conversations and booking meetings.  Routing via location allows you to route to conversations based on a site visitors physical location, this can be handy when you have users who speak different languages, or have sales reps that work separate territories.

Billing Plan: Conversation routing is available on all paid plans

Intended Audience:

• Admin

In this article, we'll go over:

• Where to find routing options for location
• How to route to specific reps based on a visitors location 
• Frequently Asked Questions

Where to find routing options for location

To route site visitors via location, you'll want to go to your routing rules located in settings > app settings > conversation routing

How to route to specific reps based on a visitors locations 

When in the Conversation Routing screen: 

1. Select the + in your workflow to add a new routing rule.
2. In the first condition drop down, scroll down to Demographic and select which location based option you'd like
3. Select your Is or Is Not (depending on how you'd like to identify your visitor.)
4. Select the location based option

In the example below, you'll see we have created a routing option to target all visitors who are in the state of Florida.



If you'd like to add further targeting options, you can click the add condition plus sign.  Additionally, if you'd like to target multiple conditions, you can select the Add another group option underneath the targeting group.  In the screen shot below, you'll see we've chosen the option to target visitors from Florida, with the exception of visitors in the 33701 zip code.



By using multiple targeting conditions, we're able to target even more specific conversations that can be routed to who we'd like.

Once you've made your selections, click save at the bottom of the screen and you'll be sent back to the Conversation Routing screen.   

Your new rule will now be visible and you'll want to select who to send the conversation too.

To select who to send the conversation to when the conditions are matched:

1. Click the Select action pull down
2. Select Route to teammate

On the next screen, you'll be given the option to route via round robin to a team, or to round robin between teammates.  To better understand these two options, check out our help doc Routing the Conversation via Routing Rules

Frequently Asked Questions

Q: Why did the company location routing rule not apply when it should have?

A: When using routing rules based on company location, we see customers who set up rules with Company Headquarter State/Country and US State/Country in the same rule. 

Usually, the goal is to route only on Headquarters location, but having multiple conditions can cause an issue with people travelling or working from different locations. 

For example: Drift is headquartered in Massachusetts. If an employee travels to Portugal, the rule shown below will not apply anymore as the employee would physically be in Portugal. 


 

Here are the best practices to ensure your rules route properly:

• Use Company Headquarters only if you want to route based on company location 
• Use US State / Country only if you want to route based on physical location