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Default hands leads and meetings from 1 rep to another in 3 ways: a rep books the next rep’s meeting through a routing workflow, a rep or admin reassigns a booked meeting to a new host, or a workflow assigns a new owner when a CRM record reaches a handoff point. When a meeting moves off a rep who got it from a queue, Default gives that rep their routing credit back, when the queue’s policy allows it.

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Handoff options in Default

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Book the next rep’s meeting from the Chrome extension

An SDR can book the account executive’s meeting straight from the lead’s Gmail thread or CRM record. The routing workflow picks the account executive, so the SDR doesn’t need to know whose turn it is.
1

An admin builds the routing workflow

The workflow starts with the Extension trigger and reaches a Display Scheduler node that shows a Team event hosted by your account executive queue. Connect a form to the trigger to collect the qualification details the account executive needs. See Triggers and Round robin and group meetings.
2

The SDR routes the lead

In the Chrome extension, the SDR loads the lead, selects Book a meeting with, picks the workflow, fills out the Booking Form, and selects Submit.
3

The SDR books the time

The booking page opens with the routed account executive in the Host card. Default adds the SDR under Additional hosts as an optional host, marked (You). The SDR can stay on the invite, switch to required so their own busy times show on the calendar, or remove themselves. They pick a time and select Confirm.
The meeting records the SDR as the teammate who booked it. The SDR sees it under Booked by Me in the extension’s Meetings tab, and the account executive’s queue counts the assignment. The SDR’s Booking Form answers are saved as a submission of the connected form. Workflows can use the SDR as Booked by, from the Extension trigger or the Meeting Status trigger. For example, write the SDR to a CRM field for credit, send them a Slack message when the meeting is cancelled or marked as a no-show, or add them as a host on the Display Scheduler node so the SDR’s and the account executive’s calendars are checked together.
With Copy a Booking Link for, the SDR pastes the link to the lead instead. The link works only for the Timeout set on the workflow’s Display Scheduler node, 5 minutes by default, plus a 1-minute grace period, counted from when the SDR selects Submit. It also stops working once the lead closes it without booking. Raise the Timeout on workflows whose links go out by email. A meeting the lead books from the link doesn’t record the SDR as its booker, so it doesn’t show under Booked by Me, and the Meeting Status trigger has no Booked by for it. Find new host on the booking page is coming soon.

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Reassign a booked meeting to another rep

Reassign moves a booked meeting to a new primary host, and optionally to a new time. Start it from either place:
  • From the meetings dashboard: open the meeting in the Scheduling app’s Meetings page and select Reassign.
  • From the Chrome extension: in the Meetings tab, select the meeting, then Reassign. The Default web app opens with the same dialog.
Only meetings with the status Booked or Rescheduled can be reassigned. The meeting’s hosts, the teammate who booked it, admins, and people with manager access to the meeting can reassign it.
1

Pick the new host

In the Reassign meeting dialog, pick a member or a queue. The meeting’s current hosts aren’t offered. Select Reassign to me to take the meeting yourself. The new host needs a connected calendar.
2

Pick the time

The dialog shows the new host’s week. The time starts at the meeting’s current time, and the length stays the same. If the time overlaps another event on the member’s calendar, the dialog warns you, and you can still go ahead.
3

Confirm

Select Reassign meeting.
When you pick a queue, the queue’s policy chooses the member:

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What happens when a meeting is reassigned

  • Default creates a new calendar invite from the new host, then cancels the old host’s event. Attendees get a new invite from the new host and a cancellation from the old one.
  • The old primary host leaves the meeting. Co-hosts, the lead, and guests stay on the invite.
  • Default creates a new video link for the new host. If it can’t, the meeting is still reassigned and Default warns you that it has no video link.
  • Reschedule and cancel links the guest already has keep working.
  • If you picked a new time, the meeting’s status becomes Rescheduled, its reminders move to the new time, and the Meeting Status trigger fires with Rescheduled. If you kept the same time, the status stays as it was.

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Routing credit when a meeting changes hands

When a meeting is reassigned, Default credits the departing primary host back if both are true:
  • They got the meeting from a queue.
  • That queue’s policy has Enable crediting and Reassigned meetings on, on the Credit Behavior tab. Both are on by default.
The credit offsets the meeting in the rep’s assignment count, so handing it off doesn’t use up their turn. Each credit shows in the Routing app’s Activity tab as a system-granted credit. Co-hosts keep the meeting and get no credit. When you reassign to a queue, the member it picks gets an assignment in that queue, marked with the source Reassign in the Routing app’s Assignments tab. When you reassign to a named member, no queue counts the meeting for them.

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Hand off ownership with a routing workflow

A workflow can pick the next owner the moment a lead reaches your handoff point, for example when a sales development rep marks it as qualified in the CRM.
1

Trigger on the handoff

Start the workflow with the CRM Record Updated trigger. Pick the CRM and the Record, then add a Condition for the handoff, for example Lead Status is Sales Qualified. Add a condition on Fields Updated too, so the workflow runs only when that field changes and not on every later edit.
2

Pick the next owner

Add a Round-Robin node with your account executive queue. Its policy needs Objects in its Assignment Units to count record assignments. To choose the queue from territory or segment data instead, use a Rules of Engagement node.
3

Write the owner to the CRM

Add Update Record and set the record’s owner field to Latest assigned user. Map each Default user to their CRM user under Settings → Users first.
4

Tell the new owner

Add Send Slack Message with Latest assigned user as a recipient, and include the record’s details with {{.
See Triggers, Routing and scheduling nodes, and CRM nodes. Related: Sales scheduling software from Default