Platform
Routing rules
Routing rules decide where a lead, call, appointment, or task goes using criteria such as intent, location, urgency, language, licensing, ownership, or availability.
Routing rules decide where a lead, call, appointment, or task goes using criteria such as intent, location, urgency, language, licensing, ownership, or availability.
What Routing rules means
Routing rules decide where a lead, call, appointment, or task goes using criteria such as intent, location, urgency, language, licensing, ownership, or availability.
Rules translate business policy into repeatable decisions. They should be understandable to operators and specific enough to avoid ambiguous matches. Priority, tie-breaking, default behavior, and destination capacity are as important as the conditions themselves.
How it works
The workflowWorkflowA workflow is a defined sequence of steps, decisions, actions, delays, and outcomes used to complete a business process. evaluates the available data in a defined order, chooses a destination, and records why. It can check live availability before transfer or schedule. Missing or conflicting data follows a clarification or fallbackFallbackA fallback is a safe alternate path used when input is unexpected, a tool fails, or the agent cannot complete the intended step confidently. path.
Practical use cases
Routing by service areaService areaA service area is the geography in which a business can provide a particular service, product, appointment, or licensed activity. and product
Sending regulated inquiries to licensed specialists
Balancing new leads across available owners
Every rule set needs a default and an audit trail. A record that matches nothing or several destinations should not disappear into an unowned queue.
Frequently asked questions
Why does Routing rules matter?
Every rule set needs a default and an audit trail. A record that matches nothing or several destinations should not disappear into an unowned queue.
Where should routing rules be maintained?
Use one authoritative configuration or service where possible. Duplicated rules across the CRMCRMA CRM is the system used to manage leads, contacts, accounts, opportunities, activity, ownership, and follow-up., phone system, calendar, and agent platform tend to drift.
Source: Thoughtly’s node documentation.
Related concepts: call routingCall routingCall routing sends a caller to the right agent, person, team, location, queue, or workflow using intent, data, rules, and availability., decision treeDecision treeA decision tree is a branching structure that selects the next conversation step from answers, rules, data, or events., eligibilityEligibilityEligibility is the set of conditions that determines whether a prospect can move to a service, quote, appointment, application, or specialist., fallback.