Today, we're going to talk about routing forms and how they can help transform both appointment booking and scheduling for your organization.
This article has several sections. Each one is designed to help you better understand the benefits of our routing forms and how the features within work in real life.
You see, a lot has happened since Cal.com first started. We've just launched version 5.0, which means routing is now bigger and better than ever.
So, without any further ado, let's get started.
One: attributes and dynamic routing
We know that routing forms help clients and website visitors connect with the right person. But have you ever wondered how this is actually achieved? The answer is attributes and dynamic routing.
An attribute is information used to help identify the client's needs. These can include things like the type of plan they're looking for, the size of their company, or the name of a specific person or team they'd like to meet with. Once submitted, it will be used to dynamically route the meeting requester to the appropriate person.
Imagine Joe Smith is filling out a routing form. He selects "Healthcare" as his industry, and his company size is "10 employees." The system looks for a team member with matching attributes—since Account Executive Sarah Burkhart specializes in healthcare and works with small businesses, Joe’s booking is assigned to her.
By creating teams, assigning members relevant attributes, and then building routing forms using Cal.com's tools, businesses of all sizes can save time and increase customer satisfaction. If that isn’t a win-win, I don’t know what is.
Two: an exception to the rule
Routing forms work best when they reflect reality, and life can be imperfect. This means you might sometimes need a way to route people who don’t fit any of the attributes or criteria you’ve previously set up. This is something you can achieve with our product.
This means you can create a specific route that directs bookers to a generalist who will help figure out their needs and how things should proceed.
"Think of it like a general inquiry line—if no attributes are applied, the system sends the request to whoever is available, just like how a customer service call without a specific department request gets sent to the next available agent."
This feature works best when paired with our round-robin scheduling options. This helps ensure appointments are assigned in an efficient manner based on the preferences your organization sets.
Three: Salesforce and round-robin rules
Everything is better with Salesforce. It’s an amazing product that continues to set CRM standards. This is one of the key reasons why Cal.com’s routing forms are built to work synergistically with the platform.
Our routing forms work with and respect Salesforce records like contacts, leads, or accounts, ensuring ownership is prioritized.
Here’s a Scenario:
Emily Davis is a "Contact Owner" who manages the contact record for BlueCorp.
However, BlueCorp’sAccount Owner is David Brown.
When a booking is created for BlueCorp, the system checks ownership.
Result: The booking goes to David Brown, not Emily, because account owners take priority.
This lets you override round-robin rules to ensure clients are connected with the account managers they’re used to dealing with. This is fantastic because it means you can use round-robin scheduling without undermining the account manager-client relationship.
Four: recording events in Salesforce
Details matter: Ts need to be crossed and Is dotted. Because Cal.com’s routing forms are built with Salesforce, you can rest assured knowing your events will be recorded under the relevant Salesforce entities.
Here’s a Scenario:
Sophia Lee books a product demo.
Records in Salesforce are typically under Contacts (which equal people) or Accounts (which equal companies).
Your organization has chosen to record events under Accounts.
Result: The event is logged under her company’s account record.
This means if a new client books a meeting with an email address like [email protected], the system notices if there are already other bookings related to this company and organizes the records accordingly.
A quick recap
Using Cal.com’s routing forms simplifies everything. It helps ensure clients are directed to the right personnel, speeds things up through round-robin scheduling, and its Salesforce integration ensures account ownership is respected.
"Think of routing forms as matchmaking for your organization! If Emily specializes in startups and James works with large corporations, the system makes sure a startup founder gets connected to Emily, while the executive of a national or global enterprise lands in James’ queue."
The impact of this tool is due to two things: its flexibility and efficiency. Incorporating Cal.com’s enterprise-level features like routing is an easy way to help your business thrive. If you’d like to learn more about our product and what it offers, please reach out to a member of our sales team. Thank you for taking the time to read this article, and as always, happy scheduling!
