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How does Custom Routing work?
Posted
Updated
ByUsman Mukaty
Summary
The custom lead routing rule engine ensures that leads in a campaign are followed up on promptly. When a rule is set on a campaign, it automatically assigns each new lead to an agent. If the lead isn’t contacted within a chosen timeframe (e.g., 2 hours or 1 day), the rule will reassign it to the next available agent. This setting helps keep follow-up timely based on the schedule that best suits your team.
Key Features of the Rule Engine:
1. Automatic Reassignment
- If a lead isn’t contacted within the timeframe you set, the rule will automatically assign it to the next available agent in the campaign. For instance, if a 2-hour limit is set, the lead will go to another agent if uncontacted after 2 hours. This keeps the process moving and prevents leads from being overlooked.
2. Working Hours Option:
- The rule can be configured to work only within specific hours, so reassignment happens only during active business times. For example, if working hours are 9 AM to 6 PM, a lead eligible for reassignment at 8 PM will be reassigned the next day at 9 AM. This feature ensures agents aren’t getting reassigned leads outside of their work hours.
3. When the Rule Stops Applying:
- Activity on the Lead: As soon as any action is taken on a lead, like manual reassignment or a call, the rule stops applying. This ensures that once a lead is engaged, it’s managed directly by the agent without additional reassignments.
- Single-Agent Campaigns: For the rule to work, multiple agents must be assigned to the campaign. If only one agent is available, the rule can’t reassign leads.
- Reassignment Limit: A lead can be reassigned up to 7 times. Once it reaches this limit, the lead stays with the last assigned agent, even if it remains uncontacted. This avoids endless reassignments and ensures each lead has a dedicated agent.