Routing rules
Decide who is answered first, which queue a call lands in by the caller's area, and see what waiting callers are offered.
Where to find it
Settings › Routing rules
Open this screen
Steps
- Open Settings › Routing rules in the sidebar.
- Read the cards: Priority rules, Region routes, First-call resolution and Deflections accepted.
- Pick a tab: Who goes first, By region, Offer a message, External lookups or Queue operations.
- Add or remove rules on the tab; each change applies from the next call.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Who goes first | Priority boosts that move some callers up the queue. | — |
| By region | Send calls from a number prefix to a queue. | — |
| Offer a message | How often waiting callers took a text offer instead of waiting. | — |
| External lookups | Outside systems consulted during a call. | — |
| Queue operations | The order waiting callers will be answered in, and draining a queue to call-backs. | — |
Tips
- Rows marked All organisations are shared by the platform and can only be changed by its operator.
Good to know
- Adding and removing is for administrators and managers; everyone else sees the list.
Related how-tos
- Answer some callers first (priority rules) Move VIPs, important customers or callers from a campaign up the queue with a priority boost.
- Route calls by the caller's area Send calls from numbers that start with a given prefix (a country or area code) to a chosen queue.
- Offer waiting callers a message instead See how often callers who waited too long took a text or chat offer instead of waiting, per channel.
- Check your external lookups See the outside systems a call can consult mid-call (for example an order or account system), and test that each one answers.
- See the answer order and drain a queue See the order waiting callers will be answered in and why, and move everyone waiting to call-backs when needed.
- Queues & SLA Watch calls waiting, the service level and live calls per queue, and configure each queue's targets, hours and routing.
- Inbound ops Run the inbound desk day to day: call-backs, queue pausing and draining, voicemail, holidays and emergency closures.