With Terminus Chat’s Account-Based (ABM) routing, you can ensure that the right team member is invited to the conversation every time.
How it works
When a visitor indicates that they would like to connect with a member of your team, Terminus Chat will reference your connected systems to determine account ownership. If the account owner is a Terminus Chat user, that team member will be alerted to join the conversation.
How to turn on Account-Based Routing
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Ensure you have ABM Routing toggled ON on the respective Integration Settings pages. The following integrations can power account-based routing: Salesforce, Salesloft, Pardot, Hubspot, and/or Outreach.
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On the respective Integration Settings page, make sure the Terminus Chat user accounts are mapped to the connected system’s user accounts.
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Under Routing Groups, toggle ABM Routing ON.
*Note: If an account owner is not found or is not a Terminus Chat user, the Rollover routing group action will occur. On the rare case that multiple owners are identified, Terminus Chat will notify all owners.*
How to turn on Account-Based Scheduling
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Ensure you have ABM Routing toggled ON on the respective Integration Settings pages. The following integrations can power account-based routing: Salesforce, Salesloft, Pardot, Hubspot, and/or Outreach.
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On the respective Integration Settings page, make sure the Terminus Chat user accounts are mapped to the connected system’s user accounts.
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Confirm that all Terminus Chat team members have connected their calendars to their user accounts.
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When creating a calendar event, toggle Account-Based Scheduling ON.
*Note: When creating ABM Calendar Events, you must select at least one team member as a fallback. If an account owner is not found, is not a Terminus Chat user, or does not have their calendar connected, Terminus Chat will present the fallback team member’s calendar for booking.*
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