> For the complete documentation index, see [llms.txt](https://docs.distro.so/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.distro.so/routing/ownership-and-fallback.md).

# Ownership and fallback

Keep existing relationships with the right owner, and define what should happen when that owner cannot receive the lead.

## Match the CRM record first

Add **Match HubSpot Record** or **Match Salesforce Record** before routing. Choose the contact, lead, company, or account you need and match on the appropriate identifier.

Email identifies a person. A company domain can help identify the company or account. Use the relationship that represents ownership in your CRM; a contact owner and an account owner may be different people.

Connect both **Match** and **No match** outcomes. See [CRM workflow steps](/workflows/crm-steps.md).

## Choose one ownership pattern

**Use a rulebook** when ownership is one rule among several segments. Declare the CRM owner as an input, route to **Owner field**, and configure a fallback queue or member. Use **Apply Rulebook → Resolved** to supply the scheduler's **Earlier assignee**.

**Use the scheduler's CRM owner** when the flow is simply “book the matched owner, otherwise use this queue.” In **Show Scheduler**, choose **CRM record owner**, map the owner ID from the matched record, and set a **Fallback host**.

The CRM user must map to a Distro workspace member through connected identities. A raw CRM user ID is not the same as a Distro member ID.

## Decide what fallback means

| Situation                               | Suggested path                                                               |
| --------------------------------------- | ---------------------------------------------------------------------------- |
| No matching CRM record                  | Qualified new-lead queue.                                                    |
| Owner is missing, unmapped, or unusable | A defined fallback queue or member.                                          |
| Queue has no eligible members           | Follow-up or a clear redirect; investigate readiness.                        |
| Lead is deliberately disqualified       | No one, then an appropriate completion or redirect.                          |
| CRM lookup fails                        | An error path that alerts your team or follows your agreed recovery process. |

**No match** means a lookup completed without a record. **Error** means the lookup failed. Do not treat a provider failure as proof that the lead is new.

Apply Rulebook's optional fallback queue is used when the rulebook resolves nobody. It does not override a rule that deliberately routes to **No one**.

## Check the outcome

Simulate an existing owner, a missing owner, an unmapped owner, and a new lead. Then run a controlled real test to confirm CRM identity mapping and calendars.

Use [routing logs](/routing/logs-and-reports.md) to see which record and rule led to the assignment.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.distro.so/routing/ownership-and-fallback.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `build a script that syncs our docs to a CMS` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.