Understanding Contact Routing Across Different Teams

Contacts can be routed to you even if they are not part of your team due to the ownership settings within VanillaSoft. If a contact has been assigned to you as the owner, it may be routed to you regardless of team affiliation.

How to Control Contact Routing Based on Team Settings

1. Navigate to Team Settings: From the Admin homepage, open the Field Customization menu and select Teams.

2. Adjust Routing Settings: To ensure that only contacts within the same team as the caller are routed, check the box labeled "Route owned contacts only when Caller and Contact are in the same team". This setting gives priority to team configuration over contact ownership.

By configuring these settings, you can manage how contacts are routed based on team structures and ownership, ensuring that contacts are directed appropriately according to your organizational preferences. This feature is useful for maintaining structured communication channels and can be adjusted to suit various operational needs.