Adding Intellective Routing Filter Information to Call Scripts

Using Intellective Routing Filters in VanillaSoft allows you to see the qualifications and reasons why a contact was routed, including the priority level and specific criteria met. This information can be added to call scripts for Callers to easily view, helping them adjust their workflow accordingly. This guide will walk you through the steps to label Intellective Filters priorities and add contact variables to a script.

Reference Articles

Step 1: Label Intellective Filters Priorities

  1. Select Project: From the Admin homepage, open the desired project.

  2. Access Intellective Routing: Open the Workflow/Routing menu, then the Intellective Routing sub-menu, and select the Intellective Routing section.

  3. Create or Edit Filter: Either open an existing advanced routing filter or create a new one as desired.

  4. Label Priorities: Beside the priority drop-down, enter the defining text in the Description section of each priority.

  5. Save Changes: Once done, click Save.

Step 2: Add Contact Variables to Script

  1. Access Call Scripts: Open the Field Customization menu, then the Call Scripts submenu, and select the Call Scripts section.

  2. Create or Edit Script: Either open an existing Call Script or create a new one as desired.

  3. Insert Contact Variables: In the SubScript Text section, click where you want to add the information (preferably at the top where it's easiest to see when the contact loads), then click Insert Contact Variable.

  4. Add Intellective Routing Variables: Add the following Contact Variables as needed:
    • Intellective Routing Filter Name

    • Intellective Routing Priority

    • Intellective Routing Priority Description

  5. Save Script: Add any more information you would like, then click Save.

By labeling Intellective Filters priorities and adding contact variables to call scripts, you can provide Callers with crucial information about why a contact was routed to them. This enhances the efficiency of the workflow and helps Callers make informed decisions during their interactions.

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