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Conversational Scheduling

Advanced Routing Rules

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Set Up Advanced Lead Routing in Knock

Set Up Advanced Lead Routing in Knock

Set Up Advanced Lead Routing in Knock

Knock makes it easy to route every lead to the right rep, automatically, in real-time.

  • Route based on CRM, company data, or session behavior
  • Assign multiple reps via round-robin
  • Instantly notify reps in Slack (no new tools)
  • Alert CRM owners to jump into chats
  • No complex setup—just set it and go

How Routing Works

When you first start with Knock, we automatically create a Default Routing Rule for you. This rule ensures every lead has somewhere to go—right out of the box.

What is the Default Routing Rule?

  • It's the basic routing setup created when your account is initialized
  • It includes one Fallback Segment, which sends all leads to a specific rep
  • You can use this as-is to get started or customize it any time

No Rep Setup Needed

  • Knock automatically pulls all users from your Slack workspace
  • You don’t need to manually add reps—they’re ready to be assigned as soon as you start

Customizing Routing Rules

Once you're ready, you can build more advanced rules to control who gets which leads.

Routing Rules are Made of Segments

Each segment defines:

  • Who the lead should go to (your reps)
  • What type of lead qualifies (based on your rules)

You can build segments using:

  • Session data – location, device type, time on site, etc.
  • Company data – industry, employee count, HQ location
  • CRM data – lead status, lifecycle stage, or owner from Salesforce/HubSpot

Assigning reps:

  • Select any Slack user
  • Add multiple reps to a segment for round-robin distribution
  • Knock matches a lead to the correct segment after they send their first message
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Segment Order Matters

  • Segments are checked top to bottom
  • If a lead matches more than one segment, the first match wins
  • You can drag and drop segments in the dashboard to change the order
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CRM-Aware Routing (Optional)

Want CRM owners to be notified when their leads reach out? You can enable CRM-Aware Routing with one click.

  • Just check the box at the top of any routing rule
  • Knock checks Salesforce first, then HubSpot, to find the lead or account owner
  • The CRM owner is notified in Slack along with the assigned rep
  • They can join the conversation at any time
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Knock Data in Your CRM

Knock automatically updates your CRM with key chat routing data:

  • Knock: Rep Owner → the rep the chat was routed to
  • Knock: Responding Rep → the rep who actually replied
  • Knock: Rep Response Time → how quickly the rep responded (in minutes)

Monitor All Activities

Every lead conversation is posted to your Knock Knock Updates Slack channel. This is your team's live view of what’s happening.

  • The channel receives all lead notifications in real time
  • It’s built for monitoring, not replying
  • Add managers to track rep activity and jump in when needed
  • See who’s chatting, who responded, and when
  • No need to log into another tool—everything happens inside Slack
  • Keeps your team aligned, fast, and accountable

Custom Routing for Specific Knock Links

You can create custom routing rules for specific Knock touchpoints. For example, if you want a different routing setup for leads coming from your G2 profile or LinkedIn ads.

How to set it up:

  1. Go to Chat Routing Rules in your dashboard
  2. Click Create New Routing and give your rule a clear name
  3. Define your segments and assign the appropriate reps
  4. Save the rule once it’s complete
  5. Go to the Knock link you want to customize and assign your new routing rule to it

Each Knock link can have its own routing logic, giving you full control across channels, campaigns, and entry points.

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