# Routing Rules



Routing decides who a qualified lead goes to.

## What Routing Reads [#what-routing-reads]

| Rule                    | What it does                                                                                        |
| ----------------------- | --------------------------------------------------------------------------------------------------- |
| **Existing owner**      | An account already owned in your CRM stays with its owner                                           |
| **Territory**           | Geography, segment or vertical, whichever your team splits on                                       |
| **Round robin**         | Distributes within the matched set. Each host carries a **weight**, so reps can take unequal shares |
| **Approved exceptions** | Named accounts, partner-sourced deals, escalations                                                  |
| **Availability**        | A host with no bookable slot is not offered                                                         |
| **Fallback**            | Unmatched or unavailable leads go to a controlled review path rather than a dead end                |

Hosts and weights are configured per scheduler, so a Ramp Demo can round-robin
across three reps while a Technical Deep Dive stays one-on-one.

<Info>
  How these rules combine for your team, and in what precedence, is set up with
  you during onboarding. Ask your FDE for the exact evaluation order before you
  build a process on top of an assumption about it.
</Info>

## Eligibility Versus Routing [#eligibility-versus-routing]

Two different questions:

* **Eligibility.** Should this lead be offered a meeting at all? An
  [ICP](/platform/leads/icp) threshold plus a territory check, during
  [qualification](/platform/scheduling/overview).
* **Routing.** Given that they are eligible, who takes it?

Separating them lets you widen eligibility without touching ownership.

## Fallbacks That Keep Leads Moving [#fallbacks-that-keep-leads-moving]

Surface sends unmatched and unavailable leads into a controlled review path
rather than a dead end. Decide what that path does. Options teams pick between:

| Situation                                 | Reasonable fallback                                                    |
| ----------------------------------------- | ---------------------------------------------------------------------- |
| No rep matches the territory              | A named catch-all owner, flagged for review                            |
| Matched rep has no availability this week | The next rep in the round robin, rather than a two-week-out slot       |
| Lead is eligible but out of hours         | Async: a form step that captures the ask, then a follow-up             |
| Lead is not eligible                      | Do not silently drop them. Content, a newsletter, or a self-serve path |

## Before You Change a Threshold [#before-you-change-a-threshold]

Changing an eligibility threshold changes who books, so it is a conversation
with sales, not just a config change. Watch two things afterwards:

* **Who became eligible.** A widened [ICP](/platform/leads/icp) puts different
  people on your reps' calendars.
* **How often the fallback fires.** A fallback that starts catching a large
  share of qualified leads usually means a rule is too narrow, not that your
  traffic changed.

## Writing the Decision Back [#writing-the-decision-back]

Owner and meeting sync to your CRM through
[System Agents](/platform/system-agents/crm-agents), so the meeting and its
owner are visible where your reps already work.