Smart CRM Routing assigns each Round-Robin booking to the team member who owns the booker's contact in your CRM — instead of using the normal Round-Robin algorithm. Zeeg looks up the booker's email (or email domain, for company records) across the CRM rules you configure, and routes the meeting to the matching owner. When no match is found, the booking falls back to standard Round-Robin distribution — no bookings are lost.
Smart CRM Routing is available on select Zeeg plans. Zeeg CRM routing works without any external integration. HubSpot, Pipedrive, and Salesforce each require the corresponding integration to be connected in your account first. If your plan is downgraded and no longer includes a CRM used in a rule, that rule is automatically paused — it will not route bookings until you upgrade again or remove the rule.
How to enable Smart CRM Routing
Open a Round-Robin event type from your Event types list.
Go to the Hosts tab.
Turn on the Smart CRM Routing toggle.
Click Add to configure your first routing rule.
If the toggle shows the hint "Connect a CRM in Integrations to enable Smart CRM Routing," your plan supports external CRM routing but no integration is connected yet. Go to Integrations in your dashboard, connect HubSpot, Pipedrive, or Salesforce, then return here to continue.
How to configure a routing rule
Clicking Add opens the Smart CRM Routing dialog. Set up the rule in two steps (three for Zeeg CRM contacts with multiple owner fields):
Step 1 — Select CRM
Choose which CRM to look up the booker in. CRMs that require an external connection appear locked until that integration is set up. Click Connect now next to a locked CRM to open Integrations in a new tab, complete the connection, then return to the dialog and select the CRM.
Step 2 — Select attribute
Choose the CRM object type to match the booker against. The table below shows what is available for each CRM, what field Zeeg matches on, and which owner field it routes to.
CRM | Object type | Matches on | Routes to |
Zeeg CRM | Contact | Customer email | Contact owner |
Zeeg CRM | Account | Customer email domain | Account owner |
HubSpot | Contact | Customer email | Contact owner |
HubSpot | Company | Customer email domain | Contact owner |
HubSpot | Lead | Customer email | Contact owner |
Pipedrive | Person | Customer email | Person owner |
Pipedrive | Lead | Customer email | Person owner |
Salesforce | Contact | Customer email | Owner email |
Salesforce | Lead | Customer email | Owner email |
Salesforce | Account | Customer email domain | Owner email |
Zeeg CRM only: if a Contact record has more than one owner-type field, a third step appears in the dialog — Routes to — letting you choose which owner field determines the host assignment.
Rule priority and fallback
You can add up to 5 routing rules on a single Round-Robin event type. Rules are evaluated in order from top to bottom — the first rule that finds a CRM match wins, and the booking is assigned to that record's owner.
Drag any rule row to reorder the list and adjust priority.
If none of your rules produce a match for a given booking, the meeting is distributed by your normal Round-Robin algorithm — no booking is ever lost.
Frequently asked questions
Does Smart CRM Routing replace Round-Robin completely?
No. It only takes over assignment when a CRM match is found. Any booking for which no rule matches falls back to your regular Round-Robin distribution.
What does "customer email domain" mean?
For company-type objects (Zeeg CRM Account, HubSpot Company, Salesforce Account), Zeeg extracts the domain from the booker's email address — for example, company.com — and looks for a matching company record. This is useful when the booker is not yet an individual contact but their company is already in your CRM.
Can I use more than one CRM in the same event type?
Yes. Each routing rule can reference a different CRM or a different object type. Add up to 5 rules and arrange them in the order you want them evaluated.
Do I need a third-party CRM account to use Smart CRM Routing?
Not if you use Zeeg CRM routing. Zeeg CRM is built into your Zeeg organisation — no external account is required. HubSpot, Pipedrive, and Salesforce routing each require the corresponding integration to be connected under Integrations first.
The "Smart CRM Routing" toggle is greyed out — what do I do?
Check two things: first, confirm your plan includes Smart CRM Routing (visit Billing in your workspace settings). Second, if your plan supports only external CRM routing, connect at least one CRM under Integrations — the toggle activates once a connection is in place.
One of my routing rules shows as paused — what does that mean?
A rule is paused when your current plan no longer includes the CRM it references. Paused rules do not route bookings — those bookings fall back to standard Round-Robin. To resume routing, either upgrade your plan to one that includes the CRM, or delete the paused rule.