Territory and segment routing in Default

Territory routing in Default sends each lead to the team that covers its region, segment, or company size, then picks 1 rep from that team’s queue. The territory decision uses the lead’s data from your CRM, an enrichment provider, or a form, and every decision is logged.

How territory routing works in Default

Territory routing in Default combines 3 pieces:

1 queue per territory team. For example NA Enterprise and NA Mid-Market for North America (NA), and EMEA Enterprise and EMEA Growth for Europe, the Middle East, and Africa (EMEA). Each queue holds that team’s reps and points at a routing policy.
A step that chooses the queue. A Rules of Engagement ruleset, a Multi-Branch node, or a Match Default Record node reads the lead’s territory data and picks the queue.
The queue’s policy picks the rep. Default applies the policy’s distribution rule, for example Take turns equally, and a later Update Record node writes the rep as the owner in Salesforce or HubSpot.

Choose a territory routing approach

Approach	How Default chooses the territory	Use it when
Rules of Engagement	Ordered rules on CRM, enrichment, and form fields. The first rule that matches picks the queue or owner.	You have many territories, several workflows share them, or named accounts go to their existing owner.
Multi-Branch and Round-Robin	Branch conditions inside 1 workflow, with a Round-Robin node on each branch.	You have a few territories and 1 workflow.
Match Default Record and Round-Robin	Finds the queue whose Queue name equals a territory value on the record.	Your CRM already stamps a territory on each record.

Territory data Default can route on

Data	Where it comes from	Examples
CRM fields	The workflow’s CRM Record Created or CRM Record Updated trigger, or an earlier Match Record node	Country, State, Number of Employees, Annual Revenue, Industry, a custom territory field
Enrichment	An earlier Enrich Data node	Company size, company location, job title. The fields depend on the provider or waterfall.
Form answers	The Form Submission trigger	A country or company size question on your demo form
Existing ownership	An Account, Contact, or Company that Match Record finds	The account owner’s user ID

When the form does not ask for size or location, add Enrich Data before the routing step so the rules have data to check.

Set up 1 queue per territory team

Create a queue for each team in Routing → Queues. See Queues.
Share policies across queues. 1 policy can drive every enterprise queue, for example with weighted distribution turned on. For owner routing, the policy must include Objects in Assignment Units.
Put a rep in more than 1 queue when they cover 2 territories. Each queue keeps its own assignment count for that rep.
Map every rep to their CRM user in Settings → Users, so Default can write them as the owner.
Keep a catch-all queue, such as Global Inbound, for leads that match no territory.

Route by territory with Rules of Engagement

A Rules of Engagement ruleset in Default checks its rules from top to bottom and stops at the first match, so the order of the rules is the territory design. Put named accounts first, then size-based rules, then the broad regional rules. Example ruleset for Salesforce, with inputs from the Lead (Country, Number of Employees) and from the Account (Owner ID):

Order	Rule	Criteria	Route to
1	`Existing account owner`	Account Owner ID is not NULL	User: the Account Owner ID input. Fallback: the `Named Accounts` queue.
2	`EMEA Enterprise`	Country is any of your EMEA countries, and Number of Employees is at least 1,000	Queue: `EMEA Enterprise`
3	`EMEA Growth`	Country is any of your EMEA countries	Queue: `EMEA Growth`
4	`NA Enterprise`	Country is any of United States, Canada, and Number of Employees is at least 1,000	Queue: `NA Enterprise`
5	`NA Mid-Market`	Country is any of United States, Canada	Queue: `NA Mid-Market`

Leads that match no rule take the node’s Else branch. Connect it to a Round-Robin node for the catch-all queue. To split a large region, add rules on State or a similar field above the regional rule, for example NA West for your western states.

Route named accounts to their existing owner

Rule 1 sends a lead to the owner of an account you already work. The ruleset can read the Account’s owner only when the workflow has that Account before the Rules of Engagement node:

Add a Match Record node for the Account, for example Website domain matches the lead’s email domain. See Match an account by company domain.
On the Match branch, add the Rules of Engagement node. The matched Account fills the Owner ID input, and rule 1 routes to that owner.
On the No Match branch, add a Rules of Engagement node with the same ruleset. The Account input is empty there, so rule 1 does not match and the territory rules decide.

If the Account has no owner, or its owner has no Default user mapping, the owner input is empty, so rule 1 does not match and the territory rules decide. If the owner is mapped but is no longer an active member of the workspace, rule 1 uses its Fallback queue. A lead routed to an existing owner does not count toward any queue’s round robin.

Write the owner back

On the Resolved branch, add Update Record for the Lead and set Owner ID to Latest resolved user. For a queue rule, this write is what counts the assignment for the picked rep. If a queue can end up with no active members, check that Latest resolved user exists first. See Rules of Engagement for every value the node returns.

Route by territory with Multi-Branch

For a few territories in 1 workflow, branch on the lead’s data and give each branch its own queue:

Add a Multi-Branch node

After the trigger, or after Enrich Data, add Multi-Branch. Add a branch named EMEA with the condition Country is any of your EMEA countries, and a branch named North America for United States and Canada.Branches are checked in order, and the first match wins. Put a size-based branch, such as NA Enterprise, above the broad North America branch.

Add a Round-Robin node on each branch

On each branch, add Round-Robin with Queue set to that territory’s queue. On Else, use the catch-all queue.

Write the owner

After each Round-Robin node, add Update Record and set Owner ID to Latest assigned user.

See Multi-Branch and Round-robin.

Route by a territory value from your CRM

When Salesforce or HubSpot already stamps a territory on each record, for example a custom Territory field with the value EMEA Enterprise, Default can pick the queue by name:

Name each queue exactly like its territory value, for example EMEA Enterprise.
Add Match Default Record. Set Record to Queue. In Match Details, set Queue name equals the record’s Territory field.
On Match, add Round-Robin with Queue set to the matched queue. The data picker offers it as Latest queue.
On No Match, add Round-Robin for the catch-all queue, so a new or misspelled territory still gets an owner.

See Match Default Record.

Book the meeting with the territory rep

To let a qualified lead book time with the rep the workflow picked, add Display Scheduler after the routing step. Turn off Use event hosts and set the host from workflow data, such as Latest resolved user after Rules of Engagement or Latest assigned user after Round-Robin. A Rules of Engagement queue rule takes Resolved without a user when the queue has no active members. Check that Latest resolved user exists with a Multi-Branch node before the scheduler, so the lead is never shown a booking page with no host.

Check a territory decision

The Rules of Engagement evaluation log shows which rule matched and why the rules above it did not. See Review a routing decision.
Routing → Assignments shows how the queue scored its members and picked the rep.
The workflow’s run log shows which branch each lead took.

See Why a lead went to a rep for a step-by-step trace. Related: Lead routing software from Default

​How territory routing works in Default

​Choose a territory routing approach

​Territory data Default can route on

​Set up 1 queue per territory team

​Route by territory with Rules of Engagement

​Route named accounts to their existing owner

​Write the owner back

​Route by territory with Multi-Branch

​Route by a territory value from your CRM

​Book the meeting with the territory rep

​Check a territory decision