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User Routing

User routing determines which team member handles each incoming lead.

Overview

When a lead arrives, Lead Warmer assigns it to a user based on:

  1. External System ID - Map external IDs to users
  2. Round Robin - Distribute leads evenly
  3. Default User - Fallback assignment

External System ID Mapping

Map your CRM’s user IDs to Lead Warmer users:

Configuration

{
  "user_routing_map": {
    "salesforce-user-001": "leadwarmer-user-uuid-1",
    "salesforce-user-002": "leadwarmer-user-uuid-2",
    "hubspot-owner-123": "leadwarmer-user-uuid-3"
  }
}

How It Works

  1. Webhook includes external_system_id or owner_id
  2. System looks up the mapping
  3. Lead is assigned to the matched user

Example Webhook

{
  "email": "lead@example.com",
  "first_name": "John",
  "external_system_id": "salesforce-user-001"
}

This lead would be assigned to leadwarmer-user-uuid-1.

Setting Up Routing

In Dashboard

  1. Go to Settings > User Routing
  2. Click Add Mapping
  3. Enter external ID and select user
  4. Click Save

Bulk Import

Upload a CSV for bulk mapping:

external_id,user_email
salesforce-001,alice@company.com
salesforce-002,bob@company.com
hubspot-owner-1,carol@company.com

Round Robin

Distribute leads evenly when no specific routing exists:

Enable Round Robin

  1. Go to Settings > User Routing
  2. Enable Round Robin Fallback
  3. Select participating users

Weighted Distribution

Assign different weights to users:

{
  "round_robin": {
    "enabled": true,
    "users": [
      { "user_id": "user-1", "weight": 2 },
      { "user_id": "user-2", "weight": 1 },
      { "user_id": "user-3", "weight": 1 }
    ]
  }
}

User 1 receives 50% of leads, users 2 and 3 each receive 25%.

Default User

Set a fallback user for unmatched leads:

{
  "default_user_id": "user-uuid-here"
}

Routing Priority

  1. Exact external ID match - Highest priority
  2. Round robin - If enabled and no match
  3. Default user - Final fallback

Video Generation

Once routed, the assigned user’s settings are used:

  • Avatar - User’s HeyGen avatar
  • Voice - User’s configured voice
  • Email Signature - User’s email signature

Routing Logs

View routing decisions in Settings > User Routing > Logs:

  • Lead ID
  • External system ID
  • Routing method used
  • Assigned user

Common Patterns

Territory-Based

Route by geographic territory:

{
  "territory_routing": {
    "west-coast": "user-1",
    "east-coast": "user-2",
    "midwest": "user-3"
  }
}

Department-Based

Route by product line or department:

{
  "department_routing": {
    "enterprise-sales": "user-1",
    "smb-sales": "user-2",
    "partner-sales": "user-3"
  }
}

Next Steps

Campaign RulesHubSpot