# How are you routing existing customers vs new leads in Knock AI conversations?

We started using Knock AI mainly for new inbound leads, but it ended up being really useful for existing customers already in our CRM. It can recognize who the person is, route the conversation to the right owner, and give reps context before they jump in, which has reduced internal back and forth. It also helped us catch expansion conversations we likely would have missed otherwise. How are you setting up routing rules for new leads vs existing customers, and what do you wish was easier (for us, a Zapier integration)?

##### Post Metadata
- Posted at: about 1 month ago
- Author title: Performance Marketer
- Net upvotes: 1



## Related Product
[knock-ai](https://www.g2.com/products/knock-ai-knock-ai/reviews)

## Related Category
[Conversational Marketing](https://www.g2.com/categories/conversational-marketing)

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