How Meeting Routing Works in Knock AI (Setup, Segments, and Booking Logic)

What Is Meeting Routing in Knock AI?

Meeting Routing is the system that determines how meeting scheduling works in Knock AI. It evaluates lead enriched data and CRM data in real time to decide whether a meeting can be booked, who it is booked with, and how.

It determines:

• Which leads are allowed to book
• Which rep receives the meeting
• How calendar availability is selected
• Which Slack channel receives the notification

Each scheduling link is connected to one routing configuration.

A routing configuration includes:

• CRM Owner routing (optional) - route meetings to the existing record owner in your CRM, evaluated before any segments.
• Segments - conditional rules that match leads based on firmographic, behavioral, or CRM data.
• Rep assignments and booking logic - one or more reps per segment, with Any Calendar, Round-Robin, All Calendars, or single-rep distribution.
• Slack channel notifications - configurable per segment and for the Fallback.
• Fallback rule - applies to any lead that doesn't match a segment. Can be set to Qualified (with its own reps and booking logic) or Disqualified.

You can create multiple routing configurations for different use cases such as webinars, ABM campaigns, inbound SDR qualification, or region-specific scheduling.

Default Routing vs. Custom Routing

The meeting routing screen has two tabs:

• Default routing - applies to every flow by default. This is the routing every scheduling link uses unless a Custom routing is explicitly assigned to it.
• Custom routing - optional, used for narrower scheduling needs such as specific events, campaigns, ABM plays, or region-specific links. A Custom routing only applies to the scheduling links you assign it to.

Before any calendar is connected

• The routing is locked
• You must connect your own calendar or invite a rep before creating any routing rule.

You can connect your own calendar or invite other reps to connect theirs by clicking the header CTA to open the Google Calendar connection drawer.

Once the first calendar is connected

• A Default routing is automatically created.
• All other fields are empty and can be configured.
• The Custom tab unlocks. You can switch to it and start creating segment-based routing.

Each scheduling link uses one routing configuration at a time.

Route Meetings to the CRM Owner

Knock AI can route meetings to the existing owner of a record in your CRM, instead of using your segment rules. This is useful when reps already own named accounts and should keep ownership of any inbound meeting from those accounts.

The CRM Owner section in the meeting routing screen surfaces all CRM user field type properties from your connected CRM - both the predefined owner fields (such as HubSpot Contact Owner or Salesforce Account Owner) and any custom user-lookup fields you've created.

Configuring CRM Owner routing

1. Open the CRM Owner section in your meeting routing.
2. Select one or more CRM user fields. Fields can come from different objects - Contact, Account, or Lead (Salesforce only).
3. Set the priority order by dragging the fields up or down. The order matters: Knock evaluates them top to bottom.

How CRM Owner routing is evaluated

Each time a lead attempts to book, Knock first checks whether the lead exists in your CRM.

When the lead exists in the CRM, Knock evaluates the configured fields in priority order, top to bottom:

1. The first field with a non-empty owner stops evaluation. Knock skips the segment routing logic and proceeds directly to the calendar and availability check for that owner.
2. If a field is empty, Knock moves to the next field in the list.
3. If all configured fields are empty, the segment routing logic runs normally.

When the lead does not exist in the CRM, the segment routing logic runs normally. CRM Owner routing has no effect.

CRM Owner routing does not modify your segments - it runs before them. If a lead has a CRM owner, the meeting is routed to that owner regardless of segment configuration.

Disconnected calendars

If the resolved owner does not have a connected Google Calendar:

• Knock cannot show availability for that owner.
• The lead falls through to your segment routing logic for that booking attempt.
• The owner is flagged in the routing screen so you can invite them to connect their calendar.

How Lead Segments Work (Custom Routing)

Lead segments define which leads match which routing rule. Each segment is configured using a When / Then / With structure.

When - Filter conditions

Click Add filter to define which leads the segment applies to. Available fields include:

Routing on CRM Fields

You can route based on real-time data from HubSpot, Salesforce, or Marketo.

When a CRM is connected:

1. Choose the CRM (HubSpot, Salesforce, or Marketo) when adding a filter.
2. Choose the CRM object - Contact, Account, or Lead (Salesforce only). The available fields update based on the selected object, with a header indicating which object is in scope.
3. Select the field.
4. Select one or more values.

When a lead enters a chat or attempts to book a meeting, Knock checks the lead's live CRM record and routes based on the matching segment. A lead that does not match any CRM-based segment, Knock moves on to the next segment

Then - Outcome

Choose what happens when a lead matches the segment:

• Qualified - the lead can book a meeting. You select reps and booking logic in the next step.
• Disqualified - the lead cannot book.

With - Reps and booking logic (Qualified segments only)

Select one or more reps from your Slack workspace. If you assign more than one rep, choose a booking logic option (see Booking Logic Options).

Notification channel

For each segment, select the Slack channel that should receive notifications when a lead matches that segment. The default is Knock Knock updates.

Segment management

Within Custom routing, you can:

• Add segments
• Reorder segments (the first matching segment wins)
• Rename a segment
• Duplicate a segment
• Delete a segment
• Add or remove filters within a segment

If no segment matches a lead

The lead falls through to the Fallback rule (see below). It is not dropped.

Fallback Rule

Every routing has a Fallback rule that applies when a lead does not match any Custom segment.

You can configure the Fallback as either:

• Qualified - assign one or more reps and a booking logic option (Any calendar, Round-Robin, All calendars). The lead is allowed to book.
• Disqualified - the lead cannot book a meeting.

The Fallback also supports a Slack channel notification, configured the same way as a segment.

If multiple reps are assigned to a Qualified Fallback, you must choose a booking logic option - the same options available inside segments.

Assigning Reps to a Routing Rule

For each Qualified segment or Fallback, you assign one or more reps from your Slack workspace. A rep need to have their calendar connected at the time of assignment. If a rep's calendar is not connected you can invite them to connect it directly from the rep dropdown.

Booking Logic Options (How Availability Is Selected)

Booking logic determines how availability is shown when multiple reps are assigned. It is configured per segment and per Fallback.

Single Rep Assignment

If only one rep is assigned:

• Leads see only that rep's availability.
• The meeting is scheduled on that rep's connected calendar.

Best for territory ownership and named accounts.

Any Calendar

If multiple reps are assigned:

• Leads see time slots from any rep in the group.
• The meeting is booked on the selected rep's calendar.

Best for inbound leads and speed-to-meeting.

Round-Robin

If multiple reps are assigned:

• Knock AI automatically selects one rep in order.
• Only that rep's availability is shown.

Best for fair distribution of meetings.

All Calendars Must Be Free (Group Booking)

If multiple reps are assigned:

• Knock AI shows only time slots where all selected reps are available.
• All selected reps are added to the calendar invite.

Best for technical demos, onboarding calls, or multi-stakeholder meetings.

Simulator

The Meeting Routing Simulator lets you test how a lead will be routed before going live. Enter an email address and the simulator runs the full routing pipeline stage by stage.

The simulator walks through:

• Email validation - format, domain, spam signals, and private email policy.
• Lead enrichment - all available firmographic, location, and CRM data on the lead.
• CRM Owner evaluation - each prioritized CRM user field, which field returned an owner (or "no owner found"), and the owner's Google Calendar connection status.
• Segment matching - conditions evaluated, detected lead values, match result, and the reason a segment failed.
• Rep assignment - which rep or rep pool is in scope based on the segment's booking logic.
• Rep availability - a grid showing the lead's meeting window and bookable slots in the lead's timezone.

Tests are isolated and do not affect live data or real lead records. For full details, see Meeting Routing Simulator: How It Works.

Next Step

👉 Create a New Meeting Routing

For ICP setup specifically, see How to Allow Only ICP Leads to Book Meetings in Knock AI.

FAQ: Knock AI Meeting Routing

• How Meeting Routing Works in Knock AI (Setup, Segments, and Booking Logic)
• What Is Meeting Routing in Knock AI?
• Default Routing vs. Custom Routing
• Before any calendar is connected
• Once the first calendar is connected
• Route Meetings to the CRM Owner
• Configuring CRM Owner routing
• How CRM Owner routing is evaluated
• Disconnected calendars
• How Lead Segments Work (Custom Routing)
• When - Filter conditions
• Routing on CRM Fields
• Then - Outcome
• With - Reps and booking logic (Qualified segments only)
• Notification channel
• Segment management
• If no segment matches a lead
• Fallback Rule
• Assigning Reps to a Routing Rule
• Booking Logic Options (How Availability Is Selected)
• Single Rep Assignment
• Any Calendar
• Round-Robin
• All Calendars Must Be Free (Group Booking)
• Simulator
• Next Step
• FAQ: Knock AI Meeting Routing