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Overview

Territories and Segments power automated lead routing through plain text rules, created by the user, that match your organization’s business logic. AI models analyze these rules to route leads through the correct Territory, Segment, and Queue sequence.

Lead routing leverages enrichment data from Apollo and Clearbit, combined with AI from ChatGPT models, to process assignments in under one second.

Note: Default does NOT use customer data for training.

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Important Terminology

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Territories

Geographic areas defined by plain text rules using regions, countries, states, cities, or zip codes to determine lead location.

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Segments

Market divisions within territories, defined by plain text rules to specify business categories such as Enterprise or Mid-market.

🟢 Multiple Segments can map to a single territory.

🔴 The same Segment cannot map to multiple territories.

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Queues

Each Segment maps to a Queue. Queues are used to pick a Queue Member to distribute the lead to.

🟢 The same Queue can be used across multiple Segments within the same Territory.

🟢 The same Queue can be used in a Segment within a separate Territory.

🔴 There can always only be one unique combination for Territory -> Segment -> Queue. A Segment cannot map to more than one queue.

Note: Please read through the criteria for how a Territory maps to a Segment that then maps to a Queue.

Queues are re-useable throughout the workspace, Segments are not.

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Configuration

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Step 1: Create and define a Territory

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Create and define a Territory

In order to use AI Routing, all customers must have at least one Territory and one Segment. To create a Territory go to Routing > Territories & Segments > + Add Territory.

Best practices:

  • For optimal routing efficiency, we recommend defining Territories using geographic criteria such as regions or countries.

  • Using if-then logic can be beneficial for you to read and for AI to evaluate.

  • Check your spelling!h

Example:

Territory Name: US West Territory Definition: US West is defined as any of the following states: California, Washington, Oregon, Arizona, Nevada, Montana, Utah, and Idaho. It also includes the city of Albuquerque, New Mexico

Continue to Segment(s) when done!

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Step 2: Create and define a Segment

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Create and define a Segment

Best practices:

  • For optimal routing efficiency, we recommend defining Segments using firmographic criteria such as headcount, industry, funding.

  • Using if-then logic can be beneficial for you to read and for AI to evaluate.

  • Check your spelling!

Example:

Segment Name: Mid-market Segment Definition: A lead should be classified as mid-market if either of the following conditions is met:Company Headcount -The total number of employees is greater than 100 but less than 500ORFunding Exception: If the company’s total headcount is fewer than 100, evaluate its funding history. Any funding round exceeding $10 million should automatically qualify the lead as mid-market.

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Step 3: Add an Existing Queue

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Add an existing Queue

You can select an existing Queue from the list or create a new one by navigating to Routing > Queues > Create.

This Queue assignment enables Default to automatically route and assign leads to the appropriate team member. Once finished you can save and go next, or create more Segments + Queues within this territory.

Note: Segments definitions are not considered saved until you click “Review and Finish”

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Editing Territories & Segments

While creating your Territory & Segment(s) you have the option to edit - modify definitions or enable / disable certain Segments. You can also edit at any time after saving.

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Enable & Disable Segments

Segments are defaulted to the enabled state when created. User’s have the option to disable a Segment at any given time.

  • Disabling a Segment does not impact the corresponding Queue. For example, if you are using the same Queue in multiple Segments (likely within another Territory -> Segment), it remains active.

  • Disabling is recommended, as opposed to deleting.

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Updates to Territories, Segments, and Queues

The following can be updated

  • Territory name / definition

  • Segment name / definition

  • Associated Queues

Any changes to your Territory and Segment definitions may affect how leads are routed throughout your workflows.

By changing associated Queues, you will also be updating the members that are eligible to receive a routed lead.

Changes will only take effect once you save them. We strongly recommend testing any adjustments before saving. For detailed instructions on testing, please refer to the Testing Definitions section. If you have any questions, or need recommendations, please reach out to the Default Support Team.

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FAQs

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