Rules Based Routing allows you to create a custom Result Action that assigns a different follow-up based on the age of the record or the total number of contact attempts. It is also possible to treat a group of Contacts differently based on their Lead Source or if they are a Web Lead.
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Create Rule Based Routing Sequence
- Log in to VanillaSoft as an Admin.
- Select the desired Project.
- Open the Workflow/Routing menu, then the Result Codes sub-menu, and select Rule Based Routing.
- Enter the desired name in the Enter New Rule Name field.
- Once done, click Add.
- Open the Determine "Days" from: dropdown and select the desired field.
- By default, Contact Added Date is selected.
- In order to use a Custom Field, that field must have a Data Type of Date or Date/Time.
- If a Custom Field is selected in Step 6, select the desired action to apply when that field is blank.
- Enter the desired value in either the For First __ Days or First __ Contact Attempts field.
- Note: The value for Number of Days or Contact Attempts is accumulative, so the value you enter for the following rules will always need to be greater than the previous rule. If you enter a value in both boxes, whichever happens first will apply.
- Open the Result Action dropdown and select the desired option.
- Information on Result Actions is available in our What is a Result Action? article.
- Open the User Assignment dropdown and select the desired option.
- None - Selecting None means there will be no changes to the current owner of that Contact, regardless of which User selected the configured Result Code.
- No User - Selecting No User will remove any current Contact owner.
- Current User - Selecting Current User will assign the Contact to the user that selected the configured Result Code.
- Contact's Current Owner - Selecting Contact's Current Owner will keep the existing Contact owner the same. If there is no Contact owner, there will remain no Contact owner.
- Open the Team Assignment dropdown and select the desired option.
- Click the green plus symbol to add the Rule.
- Repeat steps 6-10 until all desired Rules are configured.
- Once all the above Rules are complete, configure the After all above Rules have expired Rule as desired.
- If desired, open the Apply Rules To dropdown and select the desired option.
- Web Leads - This will only apply the configured Rules to Contacts added by an Incoming Web Lead. Information on configuring an Incoming Web Lead is available in our How to Set Up Incoming Web Leads article.
- Selected Lead Sources - This will give you the option to choose which Lead Source(s) you would like the selected Rule to apply to. Select the Lead Source(s), then click the blue right-arrow to include them in the desired Rule.
- Chosen on a Rule by Rule basis - Once selected, a new column labeled Apply Rule To will appear. You will then have the ability to determine if you want each sequence to apply to All Contacts, Web Leads, or Selected Lead Sources.
- Once done, click Save.
Assign Rule Based Routing Sequence
- Log in to VanillaSoft as an Admin.
- Select the desired Project.
- Open the Workflow/Routing menu, then the Result Codes sub-menu, and select Result Codes.
- Open the Result Action dropdown.
- Hover over Rule Based Routing and select the desired Rule.
- Once done, click Save.
From this point on, any Contacts that are resulted using the configured Result Code will adhere to the Rule Based Routing that you selected. Once the Contact has a different Result Code selected, the Rule Based Routing will no longer apply.