Summary

• How to Set Contact Assignment Rules
• Default Rule
• Contact Routing Rule Order
• Contact Routing and Auto Emails

How to Set Contact Assignment Rules

At this point in building an agent contact routing rule, you will select a method to be used to assign contacts to agents on the team. LoftyWorks provides three methods for actually distributing the contacts to your team.

1. Round Robin. Contacts are assigned directly to the agents according to the rule.
2. Next Up. Similar to Round Robin, contacts are assigned directly to the agents according to the rule. However, the agent has to claim the contact within a certain period or it moves to the next person in the rule. See below for specifics. 
3. Blast Alert. The contact is "blasted" out to everyone and the first one to claim it gets it. See below for specifics.

You will first choose the assignment method you want to use and then you will select the assignees:

*IMPORTANT:

• Not every LoftyWorks package has all three assigned rule options. If you do not see one of the three options available in your contact routing settings it is because you do not have access to that option without upgrading to a higher package.
• Adding users to a rule that already exists will reset the order of contact distribution. 
• Removing users from a rule that already exists will reset the order of contact distribution. 

(1) Round Robin & (2) Next-Up Assignment Methods

As mentioned above, these two methods are very similar to each other. Here are the differences:

• Round Robin
  Directly assign incoming contacts to assignees one by one as listed in the assignee's section of the rule. With this option, the receiving agent does not have to "claim" the contact within a specific period. Instead, the contact is directly assigned to them.
• Next Up
  Just like Round Robin except the receiving agent does have to "claim" the contact by making contact with them (start making a call through LoftyWorks, sending a text/email, adding a note, or changing segment, or tag) within the defined amount of time in the setting. If the receiving agent does not "claim" the contact within the given time, the contact will be sent to the next person who should receive it. 

If you want to get in the weeds and understand the exact logic in place behind the scenes, we will do our best to give you that context in the following article: In-Depth: Round Robin & Next Up. Keep in mind that it can be a bit confusing so you might need to re-read that content multiple times to get it.

(3) Blast Alert Assignment Method

With Blast Alert, an email, and web push notification will go out to all those mentioned in the "Assign To" section of the rule. The notification will say there is a new contact to a claim. The first recipient to claim the contact by clicking the "Claim" button from a notification will be the one to receive it. The period will require that contact to being claimed by someone in this rule within the designated time before it will move to the next rule (or the default rule as the catch-all). As this is sent to everyone at once, there is no percentage (%) to determine who would get more.

Default Rule

The Default Rule is the "catch-all" rule that will take effect if the contact matches no other criteria from the previous rules on the list. If no rules are created, the default rule will route the incoming contacts. Click the edit button to update the default rule. The default rule is found at the very bottom of the "Contact Routing" page and includes the following rules to distribute:

• Assign Directly
  • You can choose to assign directly to a specific user.
• Next Up or Blast Alert
  • If either of these two options is selected, contacts can be distributed by these two methods but only to those who are not added in any of the previous contact routing rules that come before the Default Rule.

Contact Routing Rule Order

All contact routing rules are listed under Settings > Contact Routing. The order of these rules does matter. This means that a contact will be compared against rule #1 first. If it matches, it will follow that criterion. If not, it will move to rules #2, #3, etc. With that in mind, you can prioritise the rule by putting it at the top (see How to Edit / Pause / Reorder / Delete Contact Routing Rules).

Contact Routing and Auto Emails

The following are only sent after contact routing is complete and a person is in the primary "Agent" role of a contact profile. The emails will be sent by the individual in the "Agent" role of a contact profile. You will want to keep this in mind when setting up contact routing rules because any delays in the contact routing to distribute contacts will keep these from being sent.

• Welcome Email
• Welcome Text
• Smart Plan Emails / Texts
• Property Alerts

Questions?

If you have any questions about this topic or anything else, please get in touch with our Support Team. You can email us at <Support@LoftyWorks.com> or call us on +44 330 321 3500.