Routing Filters

(This article describes Routing Filters, which are a type of Intellective Routing Filter. For  information on the other type of Intellective Routing Filter, click Geolocation Filters.)

Routing Filters allow you to control what contacts can route on a per-User or per-Team basis. This can be used to fine-tune your campaign by ensuring only relevant records are being routed based on any criteria you specify.

There are two types of Routing Filters:

  1. Routing filters that are created by the Admin and can be assigned to either Users or Teams.

  2. User-Specific filters. Each filter is available to one specific User only and cannot be shared.

To create a Routing Filter as an Admin, go into your project, navigate under Workflow/Routing > Intellective Routing. Ensure that the Routing Filters tab is active and and then click the 'Add Routing Filter' button:

  1. Enter a name for your filter.
  2. In the “Routing Filter” section, from the first drop-down choose a field you’d like to filter contacts. 
  3. Select an operator you’d like to use from the second drop-down. These options are contextual, so the available operators may change based on the field you selected in step 2.
  4. In the third drop-down you will be able to select or manually enter values you’d like to limit routing to. Depending on the operator selected in step 3, this could be a single value, multiple values, or a range of values.
  5. The + symbol on the left hand side can be used to add additional rules to your filter. Once clicked, you will be prompted to add a new filter rule using either an “And” or an “Or” option.  The “And” option will make the filter work in conjunction with your other filter rules, meaning that all criteria must match for contacts to route.  The “Or” option means that only one of the filter criteria must match for contacts to route.
  6. Click the 'Calculate Contact Count' button in the top right hand corner of the screen at any time to see how many contacts will be included in your filter.
  7. When you’re satisfied with your filter, click the 'Save & Apply' button.

Advanced Routing filters introduce the concept of priority filters, as well as several other filtering options to allow more complex logic to be built. To learn more, please click Advanced Routing Filters.

(Note: Once you create any Intellective Routing Filter you must first assign it to a User or a Team by going to the Filter Assignment page.)

To create a User-specific Routing Filter

User-specific filters can be created by either:

  • The Admin on the Filter Assignment page.

    1. Select a User, expanding the row.
    2. Under the Routing Filters header, click on the 'New User Filter' button.
    3. When the Add Routing Filter page comes up, follow the same steps as listed above for creating a Routing Filter as an Admin.
  • The User on the Caller side of VanillaSoft

    1. Click on the MyCRM menu item and then the My Intellective Routing Filters menu item.
    2. Under the Routing Filters column select the 'New Filter' button. (If the Routing Filters column is not available, the VanillaSoft Admin must first give the caller access.)
    3. When the Add Routing Filter page comes up, follow the same steps as listed above for creating a Routing Filter as an Admin. (Only fields made available by the VanillaSoft Admin on the Caller Access page are available in the first drop-down.)
    4. Once the filter is saved it must be applied by selecting it under the Routing Filters drop-down.
    5. If you are happy with the filter selection, click 'Apply' and those contacts will immediately be routed.

(Note: Once you create any Intellective Routing Filter you must first assign it to a User or a Team by going to the Filter Assignment page.)

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