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Frequent Asked Questions – Custom Routing

How can I assign a rule to an individual lead?

Custom lead routing rules are designed to be applied at the campaign level, not to individual leads. Once a rule is assigned to a campaign, it automatically applies to any new leads that come in under that campaign. This ensures consistent routing and efficient handling of leads across the entire campaign, streamlining the assignment process without requiring individual rule settings for each lead.

Does the rule keep applying to lead if an admin manually assigns it to any specific agent?

No, the rule will no longer apply once any activity is performed on a lead, such as manual reassignment to a specific agent or when a call is made. This ensures that once a lead is actively engaged, it’s managed directly, without further automated re-routing.

Who will the lead go to in case it is not contacted as per the rule?

If the lead is not contacted as per the rule, it will automatically be reassigned to the next available agent within the same campaign. This ensures timely follow-up and prevents leads from being neglected.

What happens to the leads that came in a campaign before the rule was applied to it?

Custom lead routing rules only affect leads added to a campaign after the rule is in place. Leads that were already in the campaign before the rule was applied will not be impacted by the new rule. This ensures that only new leads follow the updated routing process, while previous leads retain their original assignments.

How can I delete a rule?

Once a rule is created, it cannot be deleted. However, you can pause the rule if it’s no longer needed. Pausing a rule will stop it from affecting any new leads, while keeping the rule available for reactivation if needed in the future.

Can I apply multiple rules to a single campaign?

No, only one rule can be applied to a single campaign at a time. This keeps the lead routing process straightforward and ensures there’s no conflict between multiple rules within the same campaign.

Why can’t I find all campaigns in the list while trying to assign the rule?

Only campaigns with digital leads—such as those from Facebook, TikTok, or websites—are eligible for custom lead routing rules. Campaigns with leads added manually or through CSV uploads do not support these rules, so they won’t appear in the list when assigning a rule. This ensures the routing rules are applied only to leads coming from automated digital sources.

What if I only have 1 agent assigned to a campaign?

If only one agent is assigned to a campaign, the custom lead routing rule won’t work. The rule requires multiple agents to be assigned to the campaign in order to reassign the lead to the next available agent if the original agent doesn’t contact it in time.

Is there a limit to the number of times lead is reassigned?

There is a limit of 7 reassignments for each lead. Once a lead has been reassigned 7 times, it will remain with the last agent it was assigned to, even if the rule would normally apply again.

If a lead is reassigned multiple times, how is the response time calculated?

The response time for a lead is always calculated from the moment the lead is created until the first contact is made. This means that, regardless of how many times the lead is reassigned, the response time will reflect the time elapsed since creation.

For example, if a lead was created at 9:00 AM and first contacted at 3:00 PM, the response time is 6 hours, even if the final agent contacted the lead within just 10 minutes of receiving it. This calculation provides an accurate measure of your company’s average lead response time.

Will reassignment affect an agent’s response time stats?

Yes, the initial response time for the lead will impact the stats of the agent who first contacts it, even if they weren’t the first one assigned. For instance, if a lead has been open for 6 hours before the final agent contacts it, their response time will reflect the full 6-hour delay. This ensures that lead response times remain focused on how quickly each lead is initially addressed, aligning with company-wide response time goals.

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