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Distro CRM Routers

Bibiana Lorscheiter Afonso
  • Updated

The CRM routers can be created in the Router tab inside your Distro workspace. To edit or create a net new router, expand the Distro tab in the left-side menu and click the Router option.

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Steps to create:

1. Create the Router

Select "Router" in the left panel and click Create CRM Router and name your Router.

 

2. Add a Trigger Event.

Select the desired object (Contact, Opportunity, Lead, Account, or Case) in this step.

  • New Record - Salesforce will send a message to Chili Piper informing us of a new record being created of the object selected in this step.
  • Field Update - Salesforce will notify Chili Piper of an update on the field selected in this step.

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3. Add a Trigger Event Conditions (previously named Record Evaluation). 

A Trigger Event optionally sets which conditions must be true on the record to trigger the Router.

  • Trigger without conditions - No conditions to be checked.

  • Trigger with conditions - This allows you to select a Rule to be checked before the routing process to confirm if an Event should be triggered.

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4. Add a Trigger Delay

  • Trigger without delay - No delay to be applied.

  • Trigger with delay - This allows you to select a specific delay time before or after the trigger event conditions.

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5. Add Routes

  1. Within the route, you will select the Assignment Rulesets to be applied for this Router. If needed, you can add or use an existing one:



  2. Click on your routes to configure the details of them individually: 

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  3. Select the Distribution Algorithm for your route (Ownership or Round Robin):
    • Ownership: The record will be assigned to the owner of the record being evaluated.
    • Round Robin: It will distribute the object (e.g. Lead) fairly across the Team members. 

  4. Select the action to be taken in the route:  
    • Update Ownership: The object's default ownership lookup field will be updated in the routing process
    • Update Field: You can select from standard and custom fields to be updated in the routing process

You can set different actions with different types within the same route, for example, one to update ownership and another to update a custom field. If more than one action is used, the order in which these actions are configured will determine the order of execution.

     

6. Add a Service Level Agreement (optional)

A "Service Level Agreement" or SLA is a commitment within your Team to establish how quickly your sales Team will engage with a prospect.

Enabling an SLA trigger within our Distro router will ensure these commitments are met, and the prospect is not left hanging. If you would like more details about SLAs, please check here.

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    1. Select the Rule to be applied to your SLA (the condition that must be true on the record within a set time interval, otherwise, the selected actions will occur):

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      Note: The distribution algorithm for SLA can only be Round-Robin.

    2. Select the action to be taken if the conditions are not met:

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    3. Possible Actions to be selected:
      • Send Slack notification to assignee - This notifies the initial assignee to provide a reminder that something needs attention.

      • Send email reminder to assignee - Same as above but with email.

      • Reassign record - Reassign to the same route/Team to which the Router is attributed.

      • Update field on record - Useful for making changes to status, internal SLA fields, ownership, or validation checks in Salesforce.

7. Make sure to Publish Changes!

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