Person-to-Related Lead Matching for Concierge
backlog
Robbie Wiggins
Lead-to-Related Lead Matching routes new leads based on existing lead records with a matching email domain. The gap is that this only works when the matched record is itself a lead in Salesforce. If a contact record exists for the same domain but there's no matching lead record, Chili Piper can't find it, and the new lead gets routed incorrectly or misses the match entirely.
Chili Piper should extend domain-based matching to include Person records in Salesforce, not just Lead records, so net new leads can be routed to the correct rep based on any existing record sharing the same domain.
Without this, companies that convert leads to contacts early in the process lose the matching benefit entirely, creating routing gaps for new inbound leads from accounts already being worked.
Jonathan Gittins
updated the status to
backlog
Jonathan Gittins
Merged in a post:
Related Lead Lookup in Concierge Routing
Taylor Jennings
When a prospect submits a form through Concierge, routing doesn't check for existing lead records at the same company in Salesforce. If multiple leads from the same domain are already assigned to a specific SDR, Concierge ignores those records and routes the new lead independently, resulting in multiple reps being assigned leads from the same company simultaneously.
Distro already supports related lead lookup to prevent this. Concierge should offer the same capability, so that when a new lead comes in, it checks for existing Salesforce lead records at the same company domain and routes to the already-assigned rep rather than triggering a separate assignment.
This is especially damaging when Concierge and Distro fire in close succession, such as an event lead upload followed by a website visit from the same company, since neither system is aware of what the other just assigned.