How To Assign Meetings To The CRM Contact Owner

You can override standard meeting distribution rules to have visitors schedule directly with their assigned contact owners. OnceHub prioritizes owners from your integrated Salesforce or HubSpot account, using the OnceHub contact owner as a fallback if no CRM is connected.

This is done by enabling the Schedule with CRM Contact Owner toggle located within the Booking Calendar action of your Routing Forms.

How Meeting Assignment Priority Works

When a visitor engages with a Routing Form, OnceHub identifies them by their provided email address. OnceHub then determines which team member should host the meeting based on a strict priority hierarchy:

CRM Contact Owner: If a CRM is connected, OnceHub checks for an assigned contact owner. (Note: If both Salesforce and HubSpot are connected at the same time, only Salesforce will be checked.) If a matching CRM contact owner is found and belongs to the Team selected as the host on your Booking Calendar, the visitor will schedule with them.
No CRM Contact Owner Fallback (When CRM is connected): If a CRM is connected but no matching CRM contact owner is found, there is no fallback to OnceHub contact owners. The system will immediately move to the Standard Availability Fallback.
OnceHub Contact Owner Fallback (When NO CRM is connected): If no CRM is connected, the system checks its database for an existing OnceHub contact owner and schedules the meeting with them instead.
Standard Availability Fallback: If no applicable contact owner exists (or if a connected CRM returns no match), the standard distribution rules set on the Booking Calendar will be used.

How to Enable Contact Owner Meeting Assignment

Follow the steps below to enable this functionality in your Routing Form:

Click Routing Forms in the left-hand navigation menu.
Select the Routing Form you wish to edit.
Select the Booking Calendar action that will be used to schedule with contact owners.
Enable Schedule with CRM Contact Owner.
Click Save to apply the changes.

Frequently Asked Questions (FAQs)

Q: How does OnceHub identify and match contacts?

A: Contact matching is performed using the visitor’s provided email address (and not their username).

Q: What happens if both Salesforce and HubSpot are connected?

A: If both integrations are active, OnceHub will check only Salesforce to determine contact ownership.

Q: What happens if a connected CRM has no owner assigned for a contact?

A: If a CRM is connected and no contact owner is found, the system does not fall back to OnceHub contact owners. It immediately falls back to standard Booking Calendar distribution rules.

Q: What happens if the contact owner has no available time slots?

A: If the contact owner has no open time slots, a message stating that no times are available will be displayed to the visitor while scheduling.

Q: What happens if a contact has different owners assigned in OnceHub compared to the CRM?

A: OnceHub prioritizes the contact owner listed in your integrated CRM to ensure your source-of-truth data remains accurate.