> ## Documentation Index
> Fetch the complete documentation index at: https://docs.os.default.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Handing off leads and meetings between reps in Default

> How Default hands leads and meetings from 1 rep to another: a sales development rep books the account executive's meeting through a routing workflow, a rep reassigns a booked meeting from the meetings dashboard or the Chrome extension and the first rep gets routing credit back, or a workflow assigns a new owner at a handoff point.

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.

## Handoff options in Default

| Handoff | Where it starts | What changes |
| - | - | - |
| A sales development rep (SDR) books the account executive's first meeting | Chrome extension, **Book a meeting with** or **Copy a Booking Link for** | A workflow routes the lead to the next rep. With **Book a meeting with**, the meeting also records who booked it. |
| A booked meeting moves to another rep | **Reassign**, in the meetings dashboard or the Chrome extension | The meeting gets a new primary host, and the first rep gets routing credit back. |
| A lead gets a new owner at a handoff point | A workflow with the **CRM Record Updated** trigger | A queue picks the next owner, and Default writes them to the CRM record. |

## 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.

<Steps>
  <Step title="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](/workflows/triggers#extension) and
    [Round robin and group meetings](/scheduling/round-robin-and-group-meetings).
  </Step>

  <Step title="The SDR routes the lead">
    In the [Chrome extension](/chrome-extension#book-a-meeting-or-copy-a-booking-link-through-a-routing-workflow),
    the SDR loads the lead, selects **Book a meeting with**, picks the workflow, fills out the
    **Booking Form**, and selects **Submit**.
  </Step>

  <Step title="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**.
  </Step>
</Steps>

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.

<Note>
  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.
</Note>

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Confirm">
    Select **Reassign meeting**.
  </Step>
</Steps>

When you pick a queue, the queue's policy chooses the member:

| Queue's Slots Rule | What the dialog does |
| - | - |
| **Single Member** | Default picks the member right away and shows their calendar, with a note naming who routing picked. |
| **All Active Members** | The calendar is shaded by the members' working hours. Default picks the member when you confirm, from the members free at that time. |

### 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.

## 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](/policies#credit-behavior) 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.

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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](/rules-of-engagement) node.
  </Step>

  <Step title="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](/settings/users) first.
  </Step>

  <Step title="Tell the new owner">
    Add **Send Slack Message** with **Latest assigned user** as a recipient, and include the
    record's details with `{{`.
  </Step>
</Steps>

See [Triggers](/workflows/triggers#crm-record-updated),
[Routing and scheduling nodes](/workflows/steps-routing-scheduling#round-robin), and
[CRM nodes](/workflows/steps-crm#update-record).

Related: [Sales scheduling software from Default](https://www.default.com/product/sales-scheduling-software)


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