Advanced Mode Routing Filters expand on standard routing filters by introducing priority-based logic and additional configuration options. Advanced Mode allows you to define multiple priority tiers, ensuring contacts are routed in a controlled order based on business rules rather than a single, flat filter.
With priorities enabled, the system routes all available contacts in Priority 1 before moving on to Priority 2, and so on. Each priority tier still follows standard routing logic internally, but higher priorities always take precedence over lower ones.
Important: Enabling Advanced Mode on an existing routing filter permanently converts it to an advanced filter. Once enabled, the filter cannot be reverted to its original configuration. This option is intended for advanced use cases where more granular routing control is required.
How Advanced Mode Routing Works
Advanced Mode allows you to create multiple routing tiers (priorities), each with its own filter logic. Contacts that meet the criteria of a higher priority tier will always route before contacts in lower priority tiers.
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Contacts that meet Priority 1 criteria are routed first, followed by Priority 2, then subsequent priorities.
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If a Caller is working contacts from a lower priority and a higher-priority contact becomes available, that contact will move to the front of the queue.
- Result actions such as Retry In respect the priority tier they belong to and will route accordingly within the filter.
Priority Logic and Special Routing Behavior
Certain routing behaviors interact with Advanced Mode priorities in specific ways:
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Callbacks and appointments do not appear in the routing queue. These items are not filtered or prioritized through routing filters. Instead, they are automatically surfaced when they become due, regardless of priority configuration.
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Web Leads route with Priority 1 once any configured top-level filter criteria has been met.
- Retry In result actions respect priority logic and timing constraints. When a contact is assigned a Retry In result, it will not become eligible for routing until at least the configured retry interval has elapsed. Once that minimum time has passed, the contact becomes available again within its assigned priority tier and will route only after any higher-priority contacts have been exhausted.
Adding Additional Priority Tiers
To add another priority tier, click Add Priority at the bottom of the filter configuration screen. Each additional tier functions independently but is evaluated only after all higher priorities have been exhausted.
This allows you to progressively widen routing criteria while still maintaining strict control over which contacts are routed first.
Using a Top-Level Filter
Any priority tier can be converted into a Top-Level Filter. When used, the top-level filter is applied first to narrow the routing pool before priority logic is evaluated.
This approach is useful when you need to enforce baseline eligibility rules before applying more granular priority-based routing.
Routing Remaining Contacts
The option Route remaining contacts as last priority allows contacts that do not meet any priority criteria to route only after all priority tiers have been exhausted.
This ensures no eligible contacts are skipped, while still maintaining strict prioritization where defined.
Finalizing and Applying the Filter
After completing your configuration, you may click Preview Contact Count to review how many contacts fall into each priority tier. This step is optional and for reference to help you validate your routing logic before applying the filter.
When you are ready to proceed, click Save to create or update the filter. If you have reviewed the contact counts and are satisfied with the results, you can then apply the filter as needed.
Routing Filters take effect only after being assigned to a user or team. If you need to create a new filter or assign an existing one, follow the steps outlined in the Create a Routing Filter article.