What are Contact Rules?
Contact Rules allow you to assign your contacts based on your sales team structure and update them with data you’d like to use for reporting or other processes. You can create as many rules as needed to describe all your routing scenarios.
How do I set up Contact Rules?
To set up Contact Rules, open the feature by selecting Routing > Rules > Contact
1. Start by creating a new contact rule, select the Create New button.
2. Select the conditions that contacts should meet to be updated by this rule. If you have multiple conditions for this rule, you can choose whether all of them must be met (AND), any of them can be met (OR), or specify custom logic.
3. If this rule will not be used for assignment, but only to update contact fields for reporting and other purposes, you can check “Region Only” and save this rule. Otherwise, choose how you would like to assign this rule by selecting Continue.
4. You can assign contacts that meet this rule’s conditions:
- to a specific owner, who you can select from the user list
- via a Round Robin, which will select a new owner based on who is available and next in line within the chosen group. Select an existing Round Robin, or create a new one by selecting Create New
- to a person referenced in another field, for example a custom user field on the account. Use the Reference Field option to select the field to look at, or type the field API name into the custom assignment field
5. Select which field on the contact should be updated with the newly assigned owner. Contact Owner is the default, but any user field on the contact can be selected instead. Once that’s done, you can save the rule, and create another.
6. Optional: configure multiple assignments within one rule by selecting Add Another Assignment. It is also possible to designate a backup assignee which will be used if the desired owner is inactive, frozen, or on leave.
7. For Region Only rules, and to configure lead field updates that will happen as part of routing rules, select Edit Field Updates from the menu to the right of the rule. Here you can select Create New and specify a contact field, and the text that you would like it to be updated with. Repeat for as many fields as needed, and select Back to List to return to the rules page.
8. Optional: set a rule as default from the field value drop down menu on the right, so that any accounts which do not meet the conditions for any of your rules will be updated by the default rule.
9. If needed, re-order the rules as your contact will be updated based on the first rule where it meets the conditions. Note that a contact can be updated by the top applicable rule as well as the top applicable region only rule.
10. Select whether you would like all new contacts to run through your routing rules, or define conditions to run (and optionally re-run) rules for contacts which meet your business criteria. Note that region only rules will not be affected by the selected entry conditions, but rather will run on contacts during initial Lane Four processing, and every time a field that is part of the region only rule’s conditions is updated.
11. Enable contact rules with the toggle on the top right of the screen.
12. To update the related account once a contact has been assigned, select the desired account field to update under “Where should the contact owner be recorded on the account?” in the bottom section of the page. The user which was assigned to the contact will then be updated into the selected account field.
13. Create a formula (text) field on accounts which will determine how to assign related contacts when the selected account field from the previous step changes. This field should be selected under “What field on the account has the contact assignment logic?” in the bottom section of the Contact Rules page. If you want the same user to become the owner of contacts related to accounts, you can simply put the desired account field into the formula. Alternatively, you can write logic to update contacts to that user in some cases, and a different way in others.
- For ideas on how to configure this to work for your needs, reach out to our support team.
14. Optional: you can select a formula field on contacts to determine eligibility for reassignment by the process in the step above. Create a formula (checkbox) field on contacts and add the logic which would display as true if the contact should be reassigned with its related account, or false if it should not be updated by that process. Select this field under “What field indicates if the contact is eligible for reassignment to the related contact owner?” on the bottom section of the Contact Rules page.
Why are my contacts not being routed?
If contacts are not being routed or updated as expected there are a number of troubleshooting steps to try:
1. Are your contact rules enabled? If not, select the toggle on the top right to enable them.
2. Did the contact run through rules? If you have selected All Contacts on Creation in the entry conditions (when should your contacts be routed at the bottom of the screen), the contact should have run through rules during initial processing. It would only run through rules that one time, and will not run through again. If you have defined entry conditions, check to see if the contact met those conditions, and if necessary, update the conditions so that they capture the scenarios you’d like. Contacts will only run through rules if they meet the entry conditions on creation or if they meet the entry conditions after not having met them prior. If the contact meets entry conditions and is later updated in a way that it still meets them, or no longer meets them, it will not run through rules again. It would only be routed again if it did not meet the entry conditions at one point, and then was updated to meet them.
3. Did the contact meet the conditions for any of your rules? If the contact meets the conditions to be routed, we will look for the rule that should update it. If the contact does not meet conditions for any of the rules, and no rule is marked as “Default”, then the contact will not be updated. You can create or update a rule that will capture the desired scenario for the future, and/or set one of your rules as default from the field value drop down menu on the right.
4. Has Lane Four finished processing the routing? You can check the Audit Report, accessible from the Match View component on your contact page to see the processes that Lane Four has scheduled for this lead. If you see any that are marked not started or in progress, you may need to wait until they are completed to see the results of routing on your contact. Note that the rules process group will appear as “AU-SRSR” or “AI-SRSR”.
5. Are you expecting this contact to have been updated as a result of a related contact assignment? Check to make sure that the selected related account field was updated after the initial contact assignment. An update must have changed the value in that account field for related contacts to be re-assigned. What is displayed in the related account’s selected formula field that contains logic for how to reassign related contacts? Make sure that it is showing the user id for the person you expect the related contact to be assigned to. Lastly, check to see that the selected field which indicates whether the contact is eligible for reassignment by this process (if one is selected) is not set to false as that would exclude this contact from being reassigned.
Still not sure? Contact us and we will be happy to help.