How does Rule Based Routing work?

Rule Based Routing allows you to create more complex result codes that apply different lead management rules based on the age of the contact or the number of contact attempts. It is also possible to treat a group of contacts differently based on lead source or whether they are Web leads.

  1. Go into Routing, then Result Codes. Click on Rule Based Routing. Create a new routing rule by naming the rule and clicking on the "Add" button.
  2. You can now create the first rule by entering in the number of days or contact attempts that the rule will apply for. The number of days will be based upon the time since the contact was added to the system, i.e. the Add Date. The Contact Attempts will be based upon the number of call history items, i.e. the number of times the contact has been resulted. When the first of the limits is surpassed - either the time or the number of contact attempts - the next rule will be applied upon resulting. Either one of the limits, days or attempts, can be left blank (but not both). When a limit is left blank, VanillaSoft will interpret it as no limit and the other limit specified will be used.

In addition to setting the rule limits you must set the Result Action - End of Queue, Retry In or Close Contact - that will be applied to the contact when this rule is in force. It is also possible to set user assignment and team assignment (if there are teams in the project). When you create the first rule VanillaSoft will automatically create the end rule. This End Rule will apply once all other rules have expired. You can change the Result Action for this rule.

  1. It is possible to add multiple rules to a Routing Rule. As you add each rule it will appear sequentially in the rule sequence display. It is important to remember that the days limit is based on the number of total days that the contact has been in the system, (and not the time period from when the lead was last resulted) and the Contact Attempts is based on total resultings and not just the number of contact attempts since the last rule. These values should therefore normally be higher with each rule.
  2. After defining a Routing Rule it is possible to specify to which contacts the rules will be applied. Using the dropdown you can apply the rules to all contacts, all Web leads - i.e. contacts that have come into the project through the VanillaSoft Web Leads functionality - or to contacts with specific lead sources that you choose. You can only select lead sources that currently exist in the project. If you choose to limit the rules to certain contacts then the end rule will be applied to any contacts that do not meet the critera.
  3. Once a Routing Rule has been defined it will now appear in the Result Action dropdown on the Results Code page where it can be chosen to be applied for a Result Code.


The above example is a Routing Rule created in order to prioritise leads coming from a Web site form that people fill out and submit directly into VanillaSoft and is applied to a No Contact result code. When a salesperson results a contact that came from the Web form it will be set as a Retry in 3 hours for the first 4 days or the first 4 contact attempts. This means that the lead will come back as a priority over non Web leads for this time period even when given the same Result Code. After 4 days or after 4 attempts the contact will then be queued up as a Retry in 6 hours for the next 6 days or the next 4 contact attempts. Any contact from the Web form that is still in circulation after 10 days or 8 contact attempts - whichever comes first - will then simply go to the end of the queue if resulted with a no contact, the same as all contacts that did not come from the Web form.

This Routing Rule - combined with the ability to set new Web leads as a priority - will ensure that all Web form leads will be worked as a priority over other leads while they are fresh without having to use different Result Codes. 

TIP: You can use Ctrl-Click or Shift-Click to select multiple Lead Sources at a time in the Lead Sources boxes when applying the rules to Selected Lead Sources.

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