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Jaldi Custom Routing How-To-Use Guide

What is custom routing?

Custom routing allows you to establish rules for lead distribution, ensuring timely follow-up. When a digital lead isn’t contacted within a specified period, it is automatically reassigned to the next available agent in the campaign, helping prevent missed opportunities and optimizing response rates.

Custom routing can be created with or without working hours. If it is created with working hours, then the rules only apply within your created working hours.

How to create working hours for your company?

1. Go to Settings -> Rules and Create/Edit working hours (in case you want your rules to only apply within working hours)

How to create custom routing rules?

1. Go to Settings -> Rules -> Create Custom Rule

2. Create a name for the rule and choose if you want it to apply only during working hours

3. Choose the number of hours after which you want the not contacted leads to be assigned to next agent

4. Choose the campaigns to which this rule should be applied

5. Tap on Create to finally create the rule.

How to edit custom routing rules?

1. Go to Settings -> Rules

2. Click on edit infront of the rule that needs to be edited

3. Make any necessary updates here, such as selecting the campaigns where the rule should be applied and adjusting the rule status (for pausing or activating the rule as needed). Once done, click on save changes.

How to remove a rule from a campaign?

To remove a campaign from a rule, you have two options:

  • Go to Settings > Rules and edit the rule as explained in the editing custom rule section.
  • Alternatively, go to the campaign details from the Campaign tab. Here, you can view the rule currently applied to the campaign and remove it if needed
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