A quick overview of routing in playbooks

edited April 12 in Settings

Before we dive into the nitty-gritty of routing, let’s first understand some of the lead routing nuances. There are certain scenarios in which the routing rules will always be used. Those are any conversations from default greeting, the re-route option for team availability. If a site visitor re-opens a conversation and at the point of re-opening it, there is no rep in it. However, there will be cases in which a conversation will be routed directly regardless of a person’s availability, and those are the route to a single person or account owner. Now that we know the nuances let’s dive into using them to offer incredible experiences.

Note: Lead routing rules are available on all plans, but to change who the conversation is routed to is a feature in our paid plans.

Difference and relationship between bot playbook route skill and lead routing rules

Lead Routing Rules

Think of lead routing rules as the system you put in place to navigate people to team members to be engaged when they visit the site. You create them by going to the settings → app settings → conversation. The advantage of creating lead routing rules is that it creates a template that all your playbooks can follow instead of having to do it each time. Note that any changes you make to the existing lead routing rules will be applied to all playbooks you have tied them to. One key thing you can do if you are on the enterprise plan is that if condition(s) are met, you can route to teammates or a new branch (only enterprise). The value of a new branch is that instead of routing directly to someone, you will have the option to get more granular with your routing rules with the new branch option. Please find an example below of routing rules with branches (note: a paid plan feature)


Now your next question could be how and where do I use them? To apply lead routing rules, you would go to playbooks → chat → editor then select the playbook you want to place it in. In the playbook, select flow builder and analyze where you think it would be best to route to a human. Select the + button and select either “route a conversation” or “book a meeting” skill.

Route Conversation

The route conversation skills connect visitors to teammates in the flow builder of playbooks. Both the “route a conversation” and “book a meeting” skills allow you to set how you want conversations routed and they are to a single person, use existing conversation routing rules, round-robin within a group, to Drift account owner (dynamic), and round-robin within a team. The big difference between teams and groups is that groups only apply to that one playbook, and you have to add the individual people. On the other hand, teams, all you have to do, select them as you can create them before this step. Lastly, it is important to note that any changes (moving around or deleting) you make to the route conversation skill will only apply to that playbook. So need to worry about changing all your lead routing rules.


Have more questions regarding routing? We are happy to help so comment below.

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