Overview
Customer Contact Owner Routing in AI Email (AIE) ensures that every qualified contact reaches the right salesperson, even when team members are unavailable. You can define ownership when creating an AI Email campaign using:
Primary owner: The preferred recipient when a contact is qualified.
Fallback owner: A backup recipient in case the primary owner is unavailable. For example, if the primary owner is out of office, then the system CCs the fallback owner in the email.
You can configure this logic independently per campaign.
Key concepts
Primary owner
The primary owner is the first person or group that AIE tries to CC on the email. You can choose from the following options:
Lead Owner: Pulled from CRM or an uploaded CSV file.
Sales Group: A group of reps.
Sales Rep: A specific individual rep
Fallback owner
The fallback owner is used if the primary owner is unavailable. You can choose from the following options:
A different sales group
A different sales rep
Note: If you have chosen the same routing options as the primary owner and if they are unavailable, we'll route qualified conversions to any available sales team member.
Automatic routing behavior
When a contact is qualified, AIE:
Identifies the campaign’s routing configuration.
Attempts to assign the contact to the primary owner.
If the primary owner is marked out of office in AIE, either manually or through a connected calendar, the system routes the contact to the fallback owner.
Copies the designated owner on the outbound email.
This routing process ensures contacts are never stalled due to rep unavailability.
Round-robin assignment
If you select a sales group for routing, AIE automatically uses round-robin distribution. This ensures that:
Contacts are assigned evenly across group members.
Each new contact is assigned to the rep who was least recently assigned.
Out-of-office reps are skipped.
Round-robin assignment supports workload balance and timely follow-ups.
Add or update sales group
Each sales group must include at least one active rep. Sales groups can be deleted only if they are not actively used in a campaign. To add or manage sales groups, see Add and Manage Sales Reps for AI Email.
Out-of-office handling
Out-of-office status ensures that leads are only routed to available reps.
Sales reps can mark themselves as out of office through
Admins can set out-of-office status for any team member.
Out-of-office reps are excluded from both primary and fallback routing paths.
Upon returning, reps automatically rejoin the round-robin queue.
To manage out-of-office for reps, see Use out of office to temporarily remove a single rep from the routing.
Configure customer contact owner routing in a campaign
You can configure customer contact owner routing routing when creating or editing a campaign.
To configure configure customer contact owner routing:
Sign in to the 6sense platform.
Go to the AI Email and select Campaigns.
Select Create new campaign or open an existing campaign.
In the Outreach and handover section:
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In Set routing preferences for qualified conversations, select Who should qualified conversations be routed? You can choose from the following options:
Lead owner from CRM/CSV.
Sales group.
Sales reps. If you choose Sales reps, your email agent routes conversations in a round-robin. Also, you can select multiple sales reps.
b. Select If a person you’ve chosen is unavailable, who should qualified conversations be routed to?
This sets the fallback owner.
You can choose a different rep group; however, not the same as the primary.
Note: If you have chosen the same routing options as the primary owner and if they are unavailable, we'll route qualified conversions to any available sales team member.
5. Review your selections. Ensure at least one rep is available to receive leads.
6. Complete the rest of the campaign setup and select Launch.
FAQ
What happens if all sales reps are out of the office?
At least one rep must be available to launch a campaign. CE will block the launch if no eligible rep is present.
Can I change the routing after launching a campaign?
Yes, you can update the selected owner or sales group after launch.
What happens if I delete a sales group?
Sales groups can be deleted if they are not in use by any active campaign. This does not remove any reps from AI Email.
What happens if I remove a sales rep from a group?
New contacts are routed to other eligible reps. Already-routed conversations are unaffected.
What happens if I add a rep to a group?
Newly addd rep becomes eligible to receive leads based on round-robin assignment moving forward.