How to Create an Intellective Routing Filter

Routing filters in VanillaSoft are essential for directing specific contacts to appropriate users or teams based on predefined criteria. This can be particularly useful for managing large sets of data and ensuring that contacts are handled by the most suitable personnel. Below are detailed steps on how to create both standard and advanced routing filters.

Creating a Standard Routing Filter

To create a basic routing filter:

  • Select the Project: From the Admin homepage, select the project for which you want to create the filter.

  • Access Intellective Routing: Open the Workflow/Routing menu, hover over the Intellective Routing sub-menu, and select the Intellective Routing section.

  • Add a New Filter: Click the "Add Routing Filter" button.

  • Name the Filter: Enter the name of the filter in the "Filter Name" field.

  • Configure the Filter: In the Routing Filter area, open the Value drop-down and choose the desired field for filtering.

  • Set the Operator: Open the Operator drop-down and select the method for filtering (e.g., equals, contains).

  • Define the Value: If applicable, enter or select the filtering value.

  • Test the Filter (Optional): Click the "Preview Contact Count" button to verify if the filter works correctly with your data.

  • Save the Filter: Click "Save" to finalize and activate the filter.

Creating an Advanced Routing Filter

For more complex scenarios using different layers of filtering priorities, you will need to use the Advanced Routing Filter function:

  • Select the Project: From the Admin homepage, select the project for which you want to create the filter.

  • Access Intellective Routing: Open the Workflow/Routing menu, hover over the Intellective Routing sub-menu, and select the Intellective Routing section.

  • Add a New Filter: Click the "Add Routing Filter" button.

  • Enable Advanced Mode: Click the "Enable Advanced Mode" button, then confirm the action on the pop-up.

  • Name and Prioritize: Enter the filter name, select the filter priority level (e.g., Top-Level or Priority 01), and optionally add a description.

  • Configure the Filter: In the Routing Filter area, open the Value drop-down and choose the desired field for filtering.

  • Set the Operator: Open the Operator drop-down and select the method for filtering (e.g., equals, contains).

  • Define the Value: If applicable, enter or select the filtering value.

  • Add Logical Groups: Include "And" or "Or" groups as needed to refine the filter logic.

  • Add Additional Priorities: Use the "+ ADD Priority" button to add more layers to your filter, repeating the configuration steps for each level.

  • Route Remaining Contacts: Check the "Route remaining Contacts as last priority" box if needed.

  • Test and Verify: Use the "Preview Contact Count" button to ensure the filter is working as expected.

  • Save the Filter: Click "Save" to implement the advanced filter.

Important Considerations

  • Types of Routing Filters: There are general routing filters applicable to any user or team, and user-specific filters tailored to individual users.

  • User-Specific Filter Setup: Users can create their own filters through the MyCRM menu under My Intellective Routing Filters, or admins can set these up on the Filter Assignment page.

  • Activation of Filters: Refer to the Assign an Intellective Routing Filter article for details on how to assign filters to users or teams to activate them.

  • Caller Access to Filters: For information on how callers can access and utilize Intellective Filters, see the Intellective Filter Caller Access article.

By carefully setting up routing filters, you ensure that contacts are efficiently directed to the most appropriate resources within your organization, enhancing both productivity and customer satisfaction.

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