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How does Custom Routing work?

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.

If you’re looking to create custom rule, please follow the steps in this link. If you’re more questions regarding custom routing, please go through FAQs or contact us on info@jalditech.com

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