Create a Routing Filter

Routing Filters define the conditions under which contacts are routed to specific users or teams. They act as rules that determine how contacts flow through your campaign. By creating and applying these filters, you can ensure that only the most relevant contacts are routed, reducing wasted resources and improving customer interactions.

There are two main types of Routing Filters:

• Basic Routing Filters: These filters allow you to specify simple criteria for routing contacts. They are ideal for filtering contacts based on specific information, such as location, industry, or customer status.
• Advanced Routing Filters: Advanced filters offer more complex filtering capabilities, allowing you to create priority groupings based on additional contact characteristics. This enables you to implement sophisticated routing strategies, ensuring that contacts are routed to the most appropriate users or teams based on their priority level. More on Advanced Routing Filters can be found in the Routing Filters Overview article.

1. Navigate to the Intellective Routing Section: From the Admin homepage, select the desired project. Open the Workflow/Routing menu, then the Intellective Routing submenu, and select the Intellective Routing section.
   

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2. Add a New Routing Filter: Click the 'Add Routing Filter' button to create a new filter.
   

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3. Define the Filter: Enter a name for your filter in the top-left text field.
   

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4. Configure the Filter Criteria: Open the value drop-down and choose the criteria to filter by (e.g., location, industry, customer status).
   

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5. Specify the Filtering Method: Select the appropriate filtering method (e.g., Equal To, Contains, Not Blank, etc.).
   

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6. Enter Filter Value: Enter the value that you would like to filter by.
   

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7. Add Additional Filtering Layers: If needed, you can add more filtering layers by selecting the + symbol and choosing either "And..." or "Or..." and create the additional line by followings steps 4-6.
   

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8. Preview Contact Count: Click the 'Preview Contact Count' button to see how many contacts will be included in your filter based on your criteria. If you are pleased with the count, you can close the contact count window and proceed to the next step.
   

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9. Save: Once you are satisfied with your filter, click the 'Save' button to create the filter.
   

1. Navigate to the Intellective Routing Section: From the Admin homepage, select the desired project. Open the Workflow/Routing menu, then the Intellective Routing submenu, and select the Intellective Routing section.
   

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2. Add a New Routing Filter: Click the 'Add Routing Filter' button to create a new filter.
   

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3. Define the Filter: Enter a name for your filter in the top-left text field.
   

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4. Enable Advanced Mode: Click the 'Enable Advanced Mode' button and confirm to switch to advanced mode.
   

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5. Define Priority Levels: Enter a name for your filter and select the priority level (e.g., Top-Level Filter, specific priority).
   

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6. Add Priority: Click the "+ Add Priority" button to create a new filter layer.
   

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7. Configure the Filter Criteria: Open the value drop-down and choose the criteria to filter by (e.g., location, industry, customer status).
   

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8. Specify the Filtering Method: Select the appropriate filtering method (e.g., Equal To, Contains, Not Blank, etc.).
   

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9. Enter Filter Value: Enter the value that you would like to filter by.
   

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10. Add Additional Filtering Layers: Use the "+And Group..." or "+Or Group..." options to add more filtering layers and priorities as needed.
    

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11. Preview Contact Count: Click the 'Preview Contact Count' button to review the number of contacts included in your filter based on your criteria.
    

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12. Save: Once you are satisfied with your filter, click the 'Save' button to create the filter.
    

1. Navigate to the Filter Assignment Section: From the Admin homepage, select the desired project. Open the Workflow/Routing menu, then the Intellective Routing submenu, and select the Filter Assignment section.
   

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2. Select User: From the Admin homepage, choose the desired project, and navigate to the Filter Assignment section in the Workflow/Routing menu.
   

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3. Create User Filter: Select a user, and under the Routing Filters header, click the 'New User Filter' button.
   

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4. Follow Steps for Basic or Advanced Filter: Create the filter following the steps outlined above for Basic or Advanced Routing Filters.

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5. Save and Apply: Save the filter, and it will be automatically applied to the specific user.
   

1. Access My CRM: While logged in as a Caller, click on My CRM from the top-left menu.
   

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2. Access Routing Filters: Click on My Intellective Routing Filters from the top menu.
   

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3. Create User Filter: Under the Routing Filters header, click the 'New User Filter' button.
   

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4. Define the Filter: Enter a name for your filter in the top-left text field.
   

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5. Configure the Filter Criteria: Open the value drop-down and choose the criteria to filter by (e.g., location, industry, customer status).
   

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6. Specify the Filtering Method: Select the appropriate filtering method (e.g., Equal To, Contains, Not Blank, etc.).
   

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7. Enter Filter Value: Enter the value that you would like to filter by.
   

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8. Add Additional Filtering Layers: If needed, you can add more filtering layers by selecting the + symbol and choosing either "And..." or "Or..." and create the additional line by followings steps 4-6.
   

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9. Preview Contact Count: Click the 'Preview Contact Count' button to see how many contacts will be included in your filter based on your criteria. If you are pleased with the count, you can close the contact count window and proceed to the next step.
   

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10. Save: Once you are satisfied with your filter, click the 'Save' button to create the filter. Once saving is complete, you can click Back to return to the Filter Assignment page.
    

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11. Apply the Filter: Open the Routing Filter drop-down and select the newly created filter, then click Apply to save the changes.
    

1. Navigate to the Filter Assignment Section: From the Admin homepage, select the desired project. Open the Workflow/Routing menu, then the Intellective Routing submenu, and select the Filter Assignment section.
   

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2. Choose User or Team: Select whether you want to assign the filter to a user or a team.
   

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3. Select User or Team: Choose the specific user or team that you want to apply the filter to.
   

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4. Choose Routing Filter: Open the Routing Filters drop-down menu and select the desired Routing Filter from the list.
   

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5. Save Changes: Click the 'Save' button to apply the filter to the selected user or team.