Paid feature — routing fires on Basic and Pro.
A lead sitting in a dashboard nobody has open is a lead you lost. Settings → Integrations → Lead Routing pushes each one into the tool your team actually lives in, the moment it's captured.
What can I send leads to?
- Outbound webhook — a signed JSON payload POSTed to any URL. This is your escape hatch: it's how you connect Zapier, Make, n8n, or your own endpoint.
- Google Sheets — appends to a sheet. Connect your Google account, then add the spreadsheet.
- Excel Online (Microsoft 365) — paste the workbook's sharing URL; the sheet is created for you.
- HubSpot — creates or updates a contact. Paste a private-app token with the
crm.objects.contacts.writescope. - Mailchimp — adds each lead to an audience. New contacts are subscribed, existing ones updated.
When does routing fire?
You choose, per destination:
- When a lead is captured or qualified.
- When a conversation ends — this posts chat metadata plus the visitor's rating, which is how you get conversation outcomes into a spreadsheet or a reporting tool.
Pick at least one trigger or the destination won't do anything.
How do I know it's working?
Every destination has a Test button. Use it before you trust it — a lead lost to a typo'd webhook URL is invisible, which makes it the worst kind of failure. You'll get Test delivered ✓ or the exact error back.
Where do I find my Mailchimp / Sheets identifiers?
- Mailchimp API key — Account → Extras → API keys. Audience ID — Audience → Settings → "Audience name and defaults".
- Google spreadsheet ID — the long string in the sheet's URL, between
/d/and/edit.
Is the webhook payload signed?
Yes — it carries a secret you can verify at your endpoint, shown next to the webhook in the dashboard. Verify it. An unauthenticated public endpoint accepting lead data is an invitation.