Rule-Based Routers

Rule-based routers make it easy to quickly define multiple conditional statements, called “Rules”, for assigning records. Each rule will assign the records that meet the specified conditions to a specified user, queue, or group of users.

Here are some common use cases for rule-based routers:

• Assigning leads from high-value companies (i.e., “Key Accounts”) to designated account managers.
• Assigning leads from different campaigns (e.g., email campaigns, events, etc.) to designated account managers.
• Assigning support cases from contracted customers to a dedicated support rep.

Rule-based routers share some similarities with Salesforce Assignment Rules but are much more powerful. The following table shows a comparison:

FEATURE	RULE-BASED ROUTERS	SALESFORCE ASSIGNMENT RULES
Assign ANY Object	✅	No (leads and cases only)
Round Robin	✅	No
Load Balancing	✅	No
Availability-Based Assignment	✅	No
Automated Reassignment	✅	No
Assignment Logs	✅	No

See our rule-based assignment feature page for more information. 

Create New Router

Let’s step through the process of creating a rule-based router together:

1. Navigate to the Kubaru application.
2. Click the New Router button.
3. Enter a name for your router (e.g., “Named Accounts”).
4. Select the Object you want to assign (e.g., “Leads”).
5. Select the Field to Assign (e.g., “Owner”).
6. (Optional) Update the Evaluation Order. See Prioritizing Your Router for more information.
7. Click Create Router.
8. Select “Rule-Based Assignment” as the Assignment Method.
9. Connect a Queue. See the Connected Queues article for more information about creating and connecting queues.
10. (Optional) Add Filters. See the Adding Filters article for more information. Note: any filters you add will be applied to every rule.
11. Add one or more rules. See the Creating Rules section below for instructions.
12. (Optional) Adjust the Additional Settings below.

SETTINGS	DESCRIPTION
Scheduling and Availability	The following settings can be configured to limit when assignments are made: Distribution Schedule: Select a distribution schedule to pause the router during non-working hours. See Distribution Schedules for more information. Assign During Off-Hours: Enable this if you want to use the distribution schedule as an SLA constraint without restricting when the router makes assignments. Holiday Schedule: Select a holiday schedule if you want to pause the router on holidays. See Holiday Schedules for more information. Assign During Holidays: Enable this if you want to use the holiday schedule as an SLA constraint while still assigning records on holidays.
SLA Actions	The following SLA Actions can be enabled: Send Email Notification: Enable this to notify one or more users if records go unworked for a specified duration. See Unworked Record Notifications for more information. Reassign Record: Enable this to reassign unworked records after a specified duration. See Reassignment for more information. Track Response Time: Enable this to measure how long it takes router members to respond to assignments. See Tracking Response Time for more information.
Notifications	Configure the types of notifications that are sent when assignments are made. See Assignment Notifications for more information.
Matching	Enable matching to ensure similar records are assigned to the same user. See Assignment Matching for more information.
Field Updates	Configure one or more fields to be updated when a record is assigned. See Field Updates for more information.

13. Click the Activate button to activate your router. See Assignment Preview to learn how to check which records will be assigned before activating your router.

Add Rules

Follow these steps to add one or more rules to your router:

1. Click the New Rule button.
2. Enter a Rule Name.
3. (Optional) Update the rule Evaluation Order. Rules will be evaluated in priority order.
4. Set the rule Criteria to indicate which records should be assigned by the rule. Alternatively, you can select No criteria, always use this rule when it’s evaluated.
5. Set the Assign To field to indicate the user(s) to which records should be assigned. See the Assigning Users to Rules section below for details.
6. (Optional) If assigning to a group, you can configure Availability Settings to control when records are assigned.
7. (Optional) If assigning to a group, you can define Overflow Behavior to control what happens to records when there are no members available to receive assignments.
8. (Optional) Add field updates by clicking Add Row under Field Updates. See Field Updates for more information.
9. Click Save.

Things to keep in mind

For rule-based routers, Overflow Behavior is defined separately for each rule.

With the exception of push and toast notifications, Assignment Notifications are sent in an all-or-nothing fashion to all of a rule’s “Assign To” users based on the notification settings of the primary user (i.e., the user being assigned to the router’s Field to Assign). Any secondary users’ notification settings are not considered.

A rule’s “Assign To” users (with the exception of groups) are not impacted by availability settings.

Adding Field Updates at the rule level will apply only to that rule. You can also add Field Updates at the router level, which would apply to all rules.

Assigning Users to Rules

You can select one of the following options from the Type field to indicate who should receive assignments.

TYPE	DESCRIPTION
User	Select an individual user to receive assignments.
Queue	Select an individual queue to receive assignments.
Group: Round Robin	Select multiple users to receive assignments. Records are assigned using even or weighted distribution to each user.
Group: Load Balance	Select multiple users to receive assignments. Records are assigned to the user with the fewest active records.

After setting the assignee field, you can optionally assign up to 10 additional user lookup fields.