States and categories are routing qualifiers that control which calls an agent is eligible to receive. Assigning these correctly ensures callers reach agents who are licensed or qualified to help them.
Assigning states
- Go to Agents and click the edit button next to the agent.
- In the States field, enter the two-letter state codes the agent is licensed in (e.g., CA, TX, FL).
- Click Save.
If an agent has states assigned, they will only receive calls from callers in those states. If the States field is left blank, the agent can receive calls from any state.
Assigning categories
- Go to Agents and click the edit button next to the agent.
- In the Categories field, enter the product categories the agent handles (e.g., auto, health, life).
- Click Save.
If an agent has categories assigned, they will only receive calls where the caller selected a matching category during the Call Flow. If the Categories field is left blank, the agent can receive calls for any category.
How states and categories work together
When both are assigned, an agent only receives calls that match both criteria. For example, if Agent A has states "CA, AZ" and categories "auto", they will only receive auto insurance calls from California or Arizona.