Territories & Segments
Use plain text to describe your business routing logic to Default.
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.
Important Terminology
Territories
Geographic areas defined by plain text rules using regions, countries, states, cities, or zip codes to determine lead location.
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.
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.
Configuration
Step 1: Create and define a Territory
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!
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!
Step 2: Create and define a Segment
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.
Step 3: Add an Existing Queue
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”
Step 4: Testing your Setup
Testing your Setup
You can test your set up by clicking **Test lead routing **at the top of your screen. In the testing overview, provide Default with an email and Default will determine the lead’s routing behavior depending on your configured logic.
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.
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.
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.
FAQs
FAQ: Data enrichment for Routing
What happens if data enrichment does not exist?
FAQ: Data enrichment for Routing
What happens if data enrichment does not exist?
If enrichment is not available then Default will try its best to pick one of the defined Territories -> Segments -> Queues. This ensures leads will always be routed to someone.
💡 A recommendation from Default
You can always create a “catch all” Territory -> Segment -> Queue to route leads that are not enriched and assign them to a handful of reps for additional qualifications.
FAQ: Additional enrichment Sources
Can we use our own enrichment sources?
FAQ: Additional enrichment Sources
Can we use our own enrichment sources?
Out of the box we will plug into Apollo and Clearbit. If you have purchased credits from Harmonic and Amplemarket, you will also be able to use those sources to power your AI Routing.
Default is working to acquire new data sources for even more real-time applications.
FAQ: AI accuracy
AI is known to hallucinate, how can I be confident in using AI to route leads?
FAQ: AI accuracy
AI is known to hallucinate, how can I be confident in using AI to route leads?
While AI language models can produce inconsistent outputs with open-ended prompts, our routing system uses OpenAI’s structured input/output functionality with strict constraints. This means:
- The AI model receives specifically formatted input data (enriched lead information) and must return responses that match predefined territory and segment patterns.
- We use completion models rather than chat models, which provide more deterministic outputs when properly constrained.
- Response latency is kept under one second through optimized API integration and efficient prompt engineering.
FAQ: Territory / Segment definition
Do I have define Territories and Segments as per Default parameters?
FAQ: Territory / Segment definition
Do I have define Territories and Segments as per Default parameters?
While we recommend using geographic constraints for Territories and firmographic constraints for Segments, you have flexibility in your definitions.
Think of Territories and Segments as an abstraction layer for your routing logic. You can use any relevant criteria that helps effectively route leads according to your business needs. Contact our rev ops experts if you need guidance on creating clear definitions for your specific use case.
FAQ: What happens if I edit definitions?
If I need to make changes, can I?
FAQ: What happens if I edit definitions?
If I need to make changes, can I?
Yes, you can update your Territory and Segment definitions at any time. However, please note that these changes can affect your lead routing. Use the built-in Territory & Segment testing workflow to ensure accurate lead routing, as per your changes.
Note: At this time, we do not store version history for Territory and Segments.