Routing Filters Overview

Advanced Mode allows you to create multiple routing tiers (priorities), each with its own filter logic. Contacts that meet the criteria of a higher priority tier will always route before contacts in lower priority tiers.

• Contacts that meet Priority 1 criteria are routed first, followed by Priority 2, then subsequent priorities. 

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• If a Caller is working contacts from a lower priority and a higher-priority contact becomes available, that contact will move to the front of the queue. 

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• Result actions such as Retry In respect the priority tier they belong to and will route accordingly within the filter.

Certain routing behaviors interact with Advanced Mode priorities in specific ways:

• Callbacks and appointments do not appear in the routing queue. These items are not filtered or prioritized through routing filters. Instead, they are automatically surfaced when they become due, regardless of priority configuration. 

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• Web Leads route with Priority 1 once any configured top-level filter criteria has been met. 

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• Retry In result actions respect priority logic and timing constraints. When a contact is assigned a Retry In result, it will not become eligible for routing until at least the configured retry interval has elapsed. Once that minimum time has passed, the contact becomes available again within its assigned priority tier and will route only after any higher-priority contacts have been exhausted.

To add another priority tier, click Add Priority at the bottom of the filter configuration screen. Each additional tier functions independently but is evaluated only after all higher priorities have been exhausted.

This allows you to progressively widen routing criteria while still maintaining strict control over which contacts are routed first.

Any priority tier can be converted into a Top-Level Filter. When used, the top-level filter is applied first to narrow the routing pool before priority logic is evaluated.

This approach is useful when you need to enforce baseline eligibility rules before applying more granular priority-based routing.

The option Route remaining contacts as last priority allows contacts that do not meet any priority criteria to route only after all priority tiers have been exhausted.

This ensures no eligible contacts are skipped, while still maintaining strict prioritization where defined.

After completing your configuration, you may click Preview Contact Count to review how many contacts fall into each priority tier. This step is optional and for reference to help you validate your routing logic before applying the filter.

When you are ready to proceed, click Save to create or update the filter. If you have reviewed the contact counts and are satisfied with the results, you can then apply the filter as needed.