1. Validate or create any custom fields that will determine the Drift Owner. These might be fields on the Lead/Contact object, the Account or Opportunity object, or any other custom objects in your system.

   Note: Any ownership fields need to be Lookup(User) fields to be leverage by the Drift Owner field

2. Create the Drift Owner field
   
   

   A. Drift Owner will be a Lookup Relationship field
   
   B. Make the field related to the User object
   
   C. Give your new field a name: Drift Owner
   D. Give your new field the proper security, layout, and list permissions
   
   
   
   3. Create the Process Builder to determine the Drift Owner
   
   

• NOTE: This Process Builder is only an example of a Process Builder. Consult with you SFDC Admin on how this can be adapted to meet the needs of your organization to properly set Drift Owner in Salesforce to use when routing Drift conversations.
• Create a new Process Builder, give it a name: Update Drift Owner
• Indicate that the process should start when A record changes

D. Start the Process Builder on the Lead object when a record is created or edited

E. Add criteria that looks up the value of the field determining Drift Owner

1. In our example, we lookup the Lead Status field value

2. Then we choose the value of Closed - Converted
   

   F. Add the Immediate Action to update the Drift Owner field

In our example, we lookup the value of the Customer Success Owner field, and we use the value of the field (the User ID) to populate the Drift Owner field

Repeat this process for any other criteria and immediate actions that are needed to match your business process

• In our example, we add two additional criteria and immediate actions to update the Drift Owner field. This creates the following logic:

  1. If Lead Status = Closed - Converted, set Drift Owner to Customer Success Owner > User ID

  2. If Lead Status = Working - Contacted, set Drift Owner to Account Executive Owner > User ID

  3. If Lead Status = Open - Not Contacted or Closed - Not Converted, set Drift Owner to Sales Development Rep > User ID
     
     
     
     
     
     
     
     

     H.Activate your Process Builder
     
      

     I. Test your Process Builder

  • Change the Lead Status field, and ensure the Drift Owner updates properly
    
    J.Navigate to the Salesforce integration within Drift, and to the Salesforce Conversation Routing Settings

    K. Add the Drift Owner field as needed in the routing settings
    
    Now you can enjoy the acceleration of revenue as the right people are routed into the right conversations at exactly the right time!