How to Route New vs. Existing Customers to Different Teams

When embedding a booking widget on your website, you may want to ask a pre-qualification question before showing the calendar. For example, routing new customers to your sales team and existing customers to your support or account management team.

This is possible with Routing Forms.

Use Case

You're offering demo bookings for a product add-on. Before showing the calendar, you want to ask visitors whether they're a new or existing customer:

• New customers → Route to the sales team calendar
• Existing customers → Route to the account management team calendar

Step-by-Step Setup

1. Create a Routing Form

1. Go to Routing & Funnels
2. Click New Routing Form & Funnel
3. Enter an internal name (e.g., "Add-on Demo Pre-Qualification")

2. Add the Customer Status Question

1. In the form editor, add a question
2. Choose Radio Buttons or Dropdown as the format
3. Set the question: "Are you a new or existing customer?"
4. Add the options:
   • New Customer
   • Existing Customer

3. Configure Routing Rules

1. Switch to the Routing Logic tab
2. Click Add Route

Route 1: New Customers

• Condition: Customer Status = "New Customer"
• Destination: Select your Sales Team meeting type

Route 2: Existing Customers

• Condition: Customer Status = "Existing Customer"
• Destination: Select your Account Management meeting type

4. Embed on Your Website

1. Click Save and Share
2. Choose Add to Website
3. Copy the embed code and add it to your website

Result

Visitors to your website will first see the pre-qualification question. Based on their answer, they'll be automatically directed to the appropriate team's calendar without needing separate booking pages.

Tip: You can add multiple questions to further qualify leads, such as company size or use case, and create more specific routing rules.

See Also

• Getting Started with Routing Forms & Funnels - Complete guide to routing forms
• Routing Forms: Smart Lead Qualification & Scheduling - Advanced routing strategies