Using Salesforce? There's no need to worry about setting up complex workflows in order to properly handle Drift conversations. With Salesforce Routing, you can ensure the right rep is being routed to the right lead.

Billing Plan:

The Salesforce Routing Rule is available on the Advanced or Enterprise plans. Users on the Premium Drift plan are allowed to have one Salesforce routing rule while Advanced and Enterprise users may create more than one.

Intended Audience:

• Admin

In this article, we'll go over:

• Connecting your Salesforce account and how to map your users
• How to route your visitors according to salesforce

If you're looking for a helpful guide on how to optimize your sales and marketing engine with Salesforce, we've got a guide for you to check out here!

Connect your Salesforce account and how to map your users (if you haven't done so already)

Navigate to Settings > App Settings > Salesforce, connect the account using your Salesforce credentials, and select Mapped Salesforce Users.

You can do this manually or we can auto-map the users for you!
 

Auto-mapping users:

Drift will automatically map SFDC users to Drift if their email is the same in both systems.  If there are users in Drift who have a different email username in Salesforce, you will need to add an "override" to explicitly add a mapping. 

To do this, from the Salesforce Setup Page, select Mapped Salesforce Users. Then connect the dots by selecting the correct Drift User and SF User on the left and right columns.

Only one user in Salesforce can be matched to one Drift Teammate at a time.

Here's how to set up your rule:

With your users properly mapped, you can now customize how Drift handles routing within a conversation according to Salesforce.

To configure this, go to Settings > App Settings > Conversation Routing. Once you are in the routing builder you will want to click the "+" icon to create a new routing rule and then click "Visitor has an owner".

You will be prompted to set up how you would like Drift to search for and match the Salesforce Owner. You can setup a primary object/field combination to look for, along with secondary and fallback conditions should the primary condition not be satisfied or fail.

 

Here are the options:

Lead

• Lead Owner
• Created By ID
• Last Modified By ID

Contact

• Contact Owner
• Created By ID
• Last Modified By ID

Account

• Account Owner
• Created By ID
• Last Modified By ID 

You also have the option to choose how Drift looks up this Account! The two options you can pick from are as follows:
Account associated with visitor's contact - If Drift can't find a contact record associated with the visitor's email address, the rule will not match.
Account associated with visitor's email domain - If Drift can't find an account record associated with the visitor's email domain, the rule will not match.

Opportunity

• Owner ID
• Created by ID
• Last Modified By ID

Just like with accounts you also have the option to choose how Drift looks up an Opportunity! The two options you can pick are as follows:
Opportunity associated with the visitor's contact: Drift will check Salesforce to see if a contact matches the site visitors email address and if so and that contact is associated with an Opportunity, Drift will route to the Opportunity owner.
Opportunity associated with the visitor's email domain: Drift will only look at the domain of the site visitor's email address and check to see if there are any matching accounts with opportunities attached to them and route based on the owner field you select. Note that this will only check open opportunities.
Custom

The drop downs for Leads, Contacts, and Accounts will also pickup any lookup field that refers to a Salesforce User object. In other words, if you're looking for a custom field and don't see it, make sure the field is a salesforce user object so it can be pulled into this view.

For example, you may want to route to a Business Development Representative or Customer Success Manager:

 

Once you customize the logic for your Salesforce Routing Rule be sure to click "Save" when building the rule and click "Save Changes" again in the routing rule builder to save the new rule to your routing flow.

 

Make sure to add an email capture question in your LeadBot playbooks BEFORE you route the conversation with this rule. Our system will then be able to look up the correct rep using the email to follow your Rule's settings.