Routing rules

Rules choose an inbound destination. They run from top to bottom by priority: the first match wins. A broad rule can prevent a more specific rule below it from running.

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Configure a rule

1. Open Routing rules → New rule.
2. Choose the trigger and input: phone call, WhatsApp or a call entering a queue.
3. Configure conditions and a time window where applicable.
4. Select an available destination.
5. Review rule order and save.
6. Test inside and outside configured hours.

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Triggers

An option does not connect a channel or enable WhatsApp calling by itself. Check the input’s requirements before testing.

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Shadowed rules

The app detects rules that may be covered by earlier rules. If a rule does not run, review the conditions and priority of preceding rules. Place specific rules before a general rule when they should take priority. Use queue fallback to define what happens if the destination does not answer.

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Difference from lead routing

These rules handle contact center entries. Lead routing handles contacts, stages and deadlines. Configuring one does not configure the other.

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Frequently asked questions

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See also

• Queues
• Monitoring