Routing - Contact Router Guide

Updated July 10, 2024 21:25

Overview

LeanData Contact Router gives organizations a visual interface (FlowBuilder) to create and manage Contact routing logic, ensuring that Contacts get assigned to the appropriate owner automatically. Contact Router allows you to create routing logic based on Contact criteria, as well as any associated records such as Accounts.

In addition to assigning Contacts to the correct owners, Contact Router offers you powerful actions such as task creation, notifications, round robin functionality, and more.

General FlowBuilder Actions

Accessing FlowBuilder

Click on the LeanData tab from Salesforce.
Within LeanData click Routing → Contacts → FlowBuilder

Adding & Editing Graphs

You can create a new graph by clicking the Create Graph button on the main FlowBuilder page, or you can edit an existing graph by hovering over its tile and clicking the Edit button that appears on the tile.

Please Note: The Graph Editor opens a new graph or an existing one in a new browser tab to give you a full screen view of your graph.

Graph Locking

When you have a graph open for editing, the graph will be locked to others so that two people cannot edit a graph at the same time. If there is no activity for 2 hours on the locked graph, it will automatically be released so that it can be edited, by anyone with access to the graph.

Example: Admin Melissa opens a graph to edit, but gets pulled into back-to-back meetings and activities before finishing their work. But Admin John needs to make edits! The graph will become auto-unlocked for John to modify after Melissa has been inactive for two hours.

Deploying a Graph

To deploy a graph, hover over the graph you wish to deploy, then select the flag icon to deploy that graph.

You will get a Deployment Confirmation. Select Confirm to deploy the deployment. If you already had a graph deployed, it will automatically be deactivated.

Please Note: Only valid graphs (graphs without errors) are eligible for deployment

When you open a graph, LeanData will validate the graph and if your graph is showing validation errors, the nodes with issues will be outlined in red.

Clicking on the red triangle in the upper left corner of the Graph Editor will open a pop-up window with a list of the validation issues that must be resolved before deploying the graph.

General Node Actions

Once within a graph, you can customize your Contact routing logic utilizing nodes that will contain the different matching functions, decision criteria, or actions you wish to take.

Adding Nodes

Once within a graph, to add a node, use the node bar in the top right corner and hover over the node options and either click on the node you wish to add or drag it into the main area.

Deleting Nodes

To delete a node, single-click on the node you wish to delete, then click the Garbage can icon to delete the node.

You can also Delete nodes using the Menu Bar at the top of the page by selecting the node(s) you wish to delete, and then either hitting the Trash icon or selecting Delete from the Edit menu at the top. You can also use the DELETE key on your keyboard.

Editing Nodes

To edit a node, single-click on the node you wish to edit, then select the Pencil icon to edit the node or you can double-click on the node itself to edit the conditions within the node.

Copying Nodes

To copy a node, single click on the node you wish to copy, then select the Copy icon to create a copy of that node. A copy of your node, including the conditions within it, will appear.

You can also use the icons in the menu bar at the top of the page or the options in the Edit menu, as well as keyboard shortcuts to Copy (CTRL/CMD+C) and Paste (CTRL/CMD+V) the node(s) you wish to duplicate.

Connecting Nodes

You can Connect nodes in one of two ways:

1. Open a node and select the Target through the dropdown next to the condition or outcome you wish to assign. Use the search functionality to narrow the scope of the results. If you want Contact processing to stop at your selected node, simply select End of Flow.

2. Click on the yellow triangle and drag that branch to the next node you wish to utilize if that condition is met

Node Colors

You can give your nodes different colors to help you organize your Routing graph, and more easily delineate different sections or functions within your Routing Graph. The color of a node will have no bearing on the functionality of the node and is only used to visibly distinguish nodes.

To change the color of new nodes you create, select your desired color from the node color palette at the top of the page.

New nodes will have the selected color until you select a different color from the palette. Copied nodes will keep the color of the original node.

To change the color of existing nodes on your graph, select the node(s) you would like to change, then pick the desired color from the palette, and the selected nodes will change to the selected color.

Multi-Node Actions & Shortcuts

If you need to select multiple specific nodes, you can hold Cmd (Mac) or Ctrl (PC) and then click on the different nodes you wish to select.

Alternatively you can also select multiple nodes by holding down the Shift key and dragging your cursor to highlight an entire area. All nodes that fall into the highlighted area will be selected.

Once you have selected your desired nodes, you can either use system Copy (Cmd/Ctrl+C), Paste (Cmd/Ctrl+V), or Delete (Delete Key) shortcuts, or you can use the buttons in the menu at the top of your screen, to perform the desired actions.

Node Guides

There are many nodes that are available to you in LeanData Router. For more detailed information on these nodes and how they function please see our Node Guides in the LeanData Help Center.

Contact Routing Templates

Many Routing Templates are available to help you get started. You can download a template and then import it into your LeanData instance and modify as needed. Please see the Contact Routing Graph Library page to get started.

Best Practices

If you are using Lead to Contact merging in LeanData’s Lead Router, it’s possible to trigger actions or assignments in Contact Routing through the LeanData ‘Routing Action’ field that comes with our Managed Package. When a Lead merges into a Contact, the Contact’s Routing Action field will be populated with ‘merged - master’, which can then be used as a trigger to route the Contact, or take some other kind of action.
It’s common to check Account ownership prior to assigning a Contact. For example, if the Account is owned by a rep then the Contact can be assigned to the Account owner through a ‘Route to Account’ node. If the Account is not owned by an active rep any longer, then the Contact can be assigned to a new rep through Assign Owner or Round Robin.
After assigning a Contact, it’s common to also update the Account owner to ensure Contact and Account owner alignment. You can do so by selecting this option within assignment nodes:

FAQs

Can I use an Account field to trigger a Route on Update condition to re-route a Contact?

You can only use fields that are located on the Contact object itself to trigger a Contact re-route. So while we can use changes to the Account Lookup field itself (on the Contact object), we cannot use any changes on a field located on the associated Account record to trigger a Contact re-route.

Is it possible to de-dupe Contacts?

Yes, you can use the Duplicate Contact Match Node, followed by a Merge Dupe Contacts Node to merge duplicate Contacts.

Is it possible to match orphan Contacts to matched Accounts?

No, Contact Router can only route Contacts to Round Robin groups, explicit owners, or to custom user fields on an already associated Account.

Is it possible to match Contacts to Opportunities on other Accounts?

No, Contact to Opportunity match only looks for Opportunities on the Account to which the Contact is associated

In decision nodes, can we access fields on the Account to route Contacts?

Yes, in decision nodes you can access fields on the Account object:

For additional help and assistance, please submit a ticket to LeanData Support.

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