You can share new qualified contacts in each campaign evenly among your sales team. AI Email (AIE) can route qualified conversations with round-robin style on each campaign, so contacts are assigned on a rotating basis to an available sales rep.
Round-robin routing sends conversations in a circular manner and in the last added time order to available sales reps.
AIE applies round-robin routing by default to all contacts without pre-assigned contact owners. You can control the round-robin activity in each campaign by using a sales group.
Automatically route contacts
When your AI email agent qualifies a contact, it can automatically copy (CC) a sales rep into the email conversation and qualify the contact as a “high intent” contact.
If the contact doesn’t have a pre-assigned lead owner, AIE uses the round-robin rule to route the contact to an available sales rep.
Preassigned contact owner
You can pre-assign contact owner for a contact in AIE through:
If a contact has a contact owner in Salesforce before getting enrolled to AIE and the contact owner email is mapped to a sales rep in AIE, this pre-assigned contact owner takes precedence over round-robin routing.
If a contact’s owner cannot be mapped to any sales rep email in AIE, it will be routed using the round-robin routing.
Create a sales group
You can create a sales group to automatically share qualified contacts to a specific list of sales reps for each of your campaigns. First you create a sales rep group and add specific sales reps. Later, when you create a draft campaign, select the sales group in the Route Qualified contacts step.
Before creating a sales group, the Sales reps must be available in AIE. Refer to Manage Sales Rep Settings.
Simply choose an existing group or create a new group.
To save a sales group, you need to add at least one sales rep.
AIE creates a default sales group in each team to include all sales reps.
Turn on out-of-office mode to opt out
If a sales rep is out of office or on holiday, they should temporarily remove themselves from round-robin routing by setting out-of-office status:
You can also turn on out-of-office status for sales reps if they forget to turn it on while they’re out of office:
This will remove them from all round-robin routing, ensuring that your contacts route only to the available sales rep who can answer them quickly.
When a sales rep returns and their out-of-office status is set to off, they’ll have to wait until their turn comes around in the round-robin queue before they receive a new conversation.
FAQ
What happens if all sales reps are out of the office?
If you have an active campaign running, AIE needs at least 1 sales rep in your team available to take care of the contacts.
An active campaign is a campaign that is not canceled. This includes campaigns with Draft, Scheduled, and Paused status.
When there’s an active campaign in AIE, you won’t be able to update the last available sales rep to be out of office.
To update the sales rep calendar, make sure there’s at least one active sales rep or cancel all of your active campaigns.
You can set Out of Office for all the sales reps in the sales group as long as the sales group has not been used in any active campaign.
If you launch a new campaign and choose a sales group that is out of office, you will see a warning.
You won’t be able to launch a campaign until you add at least an available sales rep in the group.
Can I change sales group routing after launching a campaign?
Yes. You can change the sales rep or sales group after the campaign is launched.
What happens if I delete a sales group?
You can delete a sales group as long as the sales group is not being used in any active campaigns.
If the sales group is being used in an active campaign, you won’t be able to delete the sales group. You can cancel the campaign to end it and then remove the sales group.
Deleting a sales group won’t delete a sales rep from AIE. To remove a sales rep, go to Sales Rep List > Remove Sales Rep.
What happens if I remove a sales rep from an existing sales group?
All future qualified contacts without pre-assigned contact owners will be routed to other sales reps.
There are no changes for the qualified contacts that have already been routed to the removed sales rep.
What happens if I add a sales rep to an existing sales group?
The new sales rep will receive a new qualified contact according to the round-robin order.