Absolutely! You can customize lead routing for both chat opt-ins and surveys opt-ins to ensure each lead is directed to the right place.
By default, Chat and Surveys will both follow the same lead routing. However, if you need any changes to your configurations, don't hesitate to contact your client success manager. They will be more than happy to assist you.
If a user converts through both Chat and Survey, the lead routing process will vary depending on which platform the user converted on first.
- If a user first converts to an SQL through Chat, and then later converts through a Survey, the lead notification emails will be sent to the recipients defined for Chat upon the Survey conversion.
- If a user first converts to an SQL through a Survey, and then later converts through Chat, the lead notification emails will be sent to the recipients defined for Surveys upon the Chat conversion.
- If a user initially becomes an MQL conversion through a Survey and later progresses to an SQL conversion through either Chat or another Survey, we will prioritize the user's first SQL conversion and ignore the MQL conversion.