Set Up Routing Rules

Updated 2 months ago ​by Matt Bilotti

One of the most important things when talking to your leads or customers is making sure that people get connected to the right person at your company. Especially in sales teams, different sales reps have different territories and ownership across different things such as location, company size, and more. 

That's why we're so excited to announce Drift rules: your way to make sure that leads get to the right rep, right away.

In order to create rules, you can head right to your rules page and get rolling!


This feature is in the Pro and Enterprise plans only
There is a Routing Rule Accessible for all plans! The Catch All rule is available for all accounts

Some things to know about creating rules:

  • Rules add participants to a conversation. You can have a rule specific to each person on your team or  you can choose multiple people for a single rule and decide whether or not they all get added to each new conversation or if it rotates between all of the chosen people and adds one person to any new conversation
  • You can edit rules at any time
  • We have some pre-built geographic territories for you (Europe, Northeast, etc) and you can also create your own custom territories.

First, you'll choose what kind of rule you want to have (in the below example, we have chosen a geographic based condition)

Once you do that, you'll create the locations for which this rule applies

We automatically grab the IP address of visitors that come to your website and can figure out what country or state they're coming from. It's like magic! 

From there, you'll choose which participants to add to any new conversation with that lead. You'll see on the left that you can add multiple people or simply rotate it to one person from your options automatically.

Once you finish and name your rule, you'll see a list of all the rules you've created. 

You can re-order these rules to choose which order they'll be evaluated in by clicking on the 6 dots that show up next to any rule you're hovering over.

Not using Drift yet? Get your free account here.


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