How Community Owners Route Contacts in a Community

This article will outline how a Community Owner can Route Contacts from within a Community they presently have open for review.

*Note: Be sure to communicate your expectations for the Community Members to follow up with accepted Contacts.

Step 1

From the open Community, click the "More" button at the top right of the page.

Step 2

Click on "Routing Contact."

Step 3

A "Transfer contact/s" pop-up with two options for Routing a Contact will appear.

• Transfer

  1. Click the "dot" to the left of the choice to select that method.

• Clone

  1. Click the "dot" to the left of the choice to select that method.

Step 4

Click the blue "next" button at the bottom right of the pop-up menu.

Step 5

Click the dropdown menu for "Select Community/Team."

Step 6

Select the Community where you want to share the contacts by clicking on the name.

Step 7

Select how you are routing the Contacts;

1. All Members assigned to the Contact/s.

2. Round Robin assignment to the Contact/s.

3. Click on a specific Community Member name to assign them all of the Contact/s.

Step 8

Click the blue "Transfer" or "Clone" button to complete the transfer or clone process of the Contact/s or "Close" to abandon the action.

*Note: This will add a "share pending contact" to the Contacts list and the Contact Record within the Activity tab. The Community member will see the Transferred or Cloned Contacts at the top of their contact page. They will need to Accept or Decline the cloned or transferred Contact manually.

• If a Community Member accepts the Contact/s, the last activity will be updated to "accepted shared contact." The contact information will also be shared with the community members within the Community Contacts tab.

• If a Community Member declines the Contact/s, the latest activity will update to "declined shared contact."