Fallback routing is what happens when none of your campaign's routing rules match an inbound call's state and category combination. SureConnect is designed to minimize dropped calls, so it includes automatic fallback behavior.
How fallback routing works
- SureConnect evaluates all routing rules on the campaign in priority order.
- If no rule matches the caller's state and category, SureConnect enters fallback mode.
- In fallback mode, SureConnect searches all agents linked to the campaign (across all rules) and returns the first available agent by priority.
- If an agent is found, the call is routed normally. The call record notes that fallback routing was used.
- If no agents are available at all, the call goes to the queue (if enabled) or a callback is created.
Common scenarios that trigger fallback
- A caller from a state that is not covered by any routing rule (e.g., you have rules for CA and TX but the caller is from Ohio).
- A call with a category that does not match any rule (e.g., the caller selected "other" in the Caller Menu but no rule handles that category).
- VOIP callers whose area code does not map to a US state.
To prevent fallback routing, create a catch-all routing rule with no state and no category restrictions. This rule will match any call that does not match a more specific rule.
Monitoring fallback events
If you have Discord alerts configured, routing failures send a notification with the reason and available agent states. Review these alerts to identify gaps in your routing rules.