Route Leads to the Existing Lead Owner

Scenario 1

A prospect might submit multiple webforms on your site. When this happens, you will want to configure your Queues in Chili Piper to ensure the lead is not being assigned to different reps.

Example:

Amanda fills out your webform and hits the Enterprise Round Robin Queue, it is Nicolas' turns so he gets the meeting and becomes the Assignee

Then, Amanda fills out another form on your site that has Chili Piper embedded, schedules a meeting again (we don't know why prospects do this, but they do) and hits the Enterprise Round Robin Queue. This time it is Nate's turn so he also receives a meeting invite with Amanda where he is the Assignee

Now, Nicolas and Nate are left to battle out who takes ownership of this meeting. To avoid situations like this:

1. Create an Ownership Queue 

If you already have an Ownership-based Queue, you can skip this step

Otherwise, learn how to do this here and choose Algorithm Type: Prioritize Routing Based on Ownership upon creation

2. Add a Lead Owner Rule to the Queue 

Here's an example:

3. Make the Assignee the Lead/Contact Owner in Salesforce

This will ensure the first rep to receive the meeting becomes the Lead Owner in Salesforce when a meeting is booked. In the example above, Nicolas will have become the Lead Owner so when Amanda filled out the form a second time, she will have only been presented with Nicolas' calendar.

See how to do this here under Salesforce Options

Scenario 2:

A prospect might fill out a form but not schedule the meeting. They could come back and do this 10 minutes or 2 hours later.

Example:

Elyssa from ACME fills out your web form eager to book a demo, she is presented with the calendar and about to schedule a meeting but receives a phone call in that moment and leaves the page

Twenty minutes later after her phone call ends, she fills out the form again and this time proceeds to schedule a meeting

To ensure we have Chili Piper setup to handle this situation, there is a final step:

4. Configure your Router to assign prospects who do not book a meeting

Follow this article to configure this