Routing Groups and Rules

Lead Routing evaluates configured website form submissions and sends each qualified lead to the appropriate representative or routing group. Rules, assignment, calendar visibility, and meeting analysis are configured separately, so the routing decision can match the way your organization works.

Use this guide after the Marcenta website script and forms are configured. See Calendar Booking for representative calendar connections, availability, the visitor booking flow, and calendar invitations.

How routing works

1. The Marcenta website script captures a configured form submission.
2. Saved mappings give the submitted values stable routing field names.
3. Marcenta evaluates the selected website's active routing pipeline from top to bottom.
4. The first successful Salesforce ownership step or conditional rule determines the outcome.
5. If nothing else matches, the active fallback is used.
6. Marcenta records the submission, selected route, assignment, and evaluation details.
7. If the outcome shows a calendar, the visitor can continue to booking.

Routing and booking are separate. A lead can be assigned without showing a calendar, and a routing decision remains recorded even when the visitor does not book.

Recommended setup order

1. Install the website script, configure the website, and enable the intended forms.
2. Add workspace users and Routing-only representatives.
3. Connect the Google Calendar of every representative who can receive bookings.
4. Create routing groups and configure their members.
5. Choose an assignment mode for each group.
6. Configure meeting settings.
7. Configure the visitor-facing booking experience.
8. Connect Salesforce if Salesforce ownership rules are required.
9. Build and order the routing pipeline.
10. Test every material rule and fallback.
11. Complete an end-to-end submission and booking test on the public website.

Prepare representatives

Open Settings → Users and confirm that every representative has the correct name and email address. A person who only needs to receive routed meetings can use the Routing only role.

Every representative who can be offered for booking needs an active Google Calendar connection. A workspace user can authorize their own calendar. An administrator can create a private calendar link for a Routing-only representative to complete authorization without signing in to Marcenta.

See Calendar Booking for calendar permissions, connection behavior, availability, and invitation-link handling.

Create routing groups

Open Settings → Routing → Routing Groups and select Add Routing Group. Use a name that makes the business destination clear, such as “North America Enterprise,” “EMEA Inbound,” or “Partner Leads.”

Add existing workspace users or create Routing-only representatives. Configure each group member:

Weights range from 1 to 100. A member with weight 2 should receive approximately twice the assignments of a member with weight 1 when both remain eligible. Distribution also depends on capacity, calendar availability, and visitor-selected times. Pooled availability balances weighted assignments over a rolling seven-day period, so a short sample may not reflect the intended ratio.

Disabling a routing group or pausing or removing a member stops new eligible assignments. It does not delete historical routing records or existing calendar events.

Choose an assignment mode

Each active routing group uses one assignment mode.

Pooled availability

Marcenta combines available times across eligible group members. The visitor chooses a time first; Marcenta then selects an eligible representative who can accept that time, using weight, capacity, current calendar availability, and recent distribution.

Use pooled availability when presenting the broadest selection of times matters more than identifying the representative before the visitor chooses a slot.

Representative first

Marcenta selects an eligible representative when the lead is routed, then shows only that representative's available times.

Use representative first when the visitor should remain with one assigned person throughout the booking experience. The assignment can remain valid even if that representative has no available time in the current booking window.

Configure meeting settings

Open Settings → Routing → Meeting Settings. These settings apply across the workspace.

The connected calendar's timezone and availability policy also affect offered slots. Review the exact current behavior under Availability and booking windows.

Do not put confidential lead information in generic event copy that may be visible beyond the attendee list.

Configure the booking experience

Open Settings → Routing → Booking Experience after at least one website exists. Configure:

• Eyebrow — introductory text, up to 80 characters;
• Headline — primary booking message, up to 200 characters; and
• Supporting text — additional guidance, up to 500 characters.

Use {{host}} in the headline to insert the representative's name when the representative is already known. In pooled availability, final representative selection happens after the visitor chooses a time. The booking experience is currently workspace-wide, so its copy should work for every enabled website, form, and team.

Build the routing pipeline

Open Settings → Routing → Routing Rules and select the website. The pipeline can contain:

• customer-defined conditional rules;
• Salesforce Lead/Contact Owner Match;
• Salesforce Account Owner Match; and
• one fallback, always evaluated last.

Drag items into business-priority order. Marcenta evaluates active items from top to bottom and stops at the first successful outcome. A disabled item, an unmatched condition, or an unavailable Salesforce owner match continues to the next item.

Create a conditional rule

Select Add rule, then configure:

• a recognizable rule name;
• the destination routing group or Do not assign;
• Show calendar or Do not show calendar;
• Record and analyse meeting or Do not record meeting;
• active status;
• fallback status; and
• conditions for a non-fallback rule.

Rule fields come from the selected website's configured forms plus supported page and visitor-location context. If the expected fields do not appear, review the form under Settings → Forms before creating the rule.

Build conditions

A rule can require all conditions or any condition. A condition group can apply its own ALL or ANY behavior. Groups contain conditions rather than additional groups. A rule supports up to 20 leaf conditions in total.

Available operators depend on the field type and include:

• equals and does not equal;
• is one of and is not one of;
• contains;
• exists and does not exist; and
• greater than, greater than or equal, less than, and less than or equal for numeric fields.

Country and continent fields use their provided selectors. Test missing, blank, unexpected, and differently capitalized values whenever they could alter an important route.

Choose the outcome

Assignment, calendar visibility, and meeting analysis are separate decisions.

Meeting recording can require notice or consent under applicable law and organizational policy. Enable it only after your organization has approved the visitor experience and process. See Meeting recording and analysis.

Configure the fallback

Create one intentional fallback for every active website. A fallback has no conditions, stays last, and handles every submission not selected earlier. It can route to a general group, assign without showing a calendar, or leave the lead unassigned.

Without an active fallback, an incomplete or unexpected submission can end with no route. Treat the fallback as a business policy rather than a technical default.

Salesforce ownership rules

Salesforce owner matching is optional. A Lead/Contact Owner Match uses a valid submitted email; an Account Owner Match uses a business-email domain or mapped company identity. If a unique eligible owner cannot be resolved, evaluation continues to the next pipeline item.

Before using either step, connect one Salesforce org, prepare the connecting user's permissions, refresh the routing directory, and ensure the relevant Salesforce owners map to active Marcenta representatives with calendars. Salesforce permission requirements, exact verification paths, owner mapping, ambiguity, and writeback behavior are documented under Salesforce.

Test the rules

Select Test routing rules, choose the configured form, and enter representative values. The result shows the matched rule, routing group, calendar action, meeting-analysis action, and evaluation status of each step.

Test at least:

• every important conditional rule;
• ALL and ANY boundaries;
• missing and malformed field values;
• every Salesforce ownership step in use;
• unavailable or ambiguous Salesforce matches;
• no-calendar and Do not assign outcomes; and
• the fallback.

The rule tester validates routing logic only. It does not test whether the website script is installed, whether the live form values are captured, whether a calendar has availability, whether an event can be created, or whether Salesforce writeback succeeds.

Test the complete journey

1. Open the public form in a clean browser session.
2. Submit safe test values designed for a known rule.
3. Confirm the expected assignment and whether the calendar appears.
4. Complete a booking when that branch supports it.
5. Verify the date, time, timezone, representative, attendee invitation, and representative calendar event.
6. Open Routing in Marcenta and locate the submission.
7. Review Contact, Meeting, Assignment, Source, Submitted fields, and Routing decision.
8. Confirm applicable Salesforce activity after background processing finishes.
9. Repeat for the fallback and every business-critical branch.

Do not use a real prospect's identity or create unwanted production meetings while testing.

Review routing decisions

Open Routing from the main navigation to review submitted leads and booked meetings. Search or filter by assignee, routing group, booking state, and date. Open a row to inspect the submitted fields and the evaluation result of each pipeline step.

The routing decision is the best source for explaining why a condition matched, failed, or was not evaluated. Limit access to submitted values because they can contain personal or confidential information.

Troubleshooting