Routing rules tell SureConnect which agents should receive calls from a given state, product category, or both. Each campaign can have multiple routing rules, and each rule can include multiple agents.
Steps
- 1
Open your campaign
Go to Campaigns and click the campaign you want to configure.
- 2
Scroll to Routing Rules
Find the Routing Rules section on the campaign detail page.
- 3
Click Add Routing Rule
Click Add Routing Rule to create a new rule.
- 4
Configure the rule
- Name — A descriptive name (e.g., "California Auto Agents" or "National — All Categories").
- States — (Optional) The US states this rule applies to. Leave blank to match all states.
- Categories — (Optional) The product categories this rule applies to. Leave blank to match all categories.
- Distribution Mode — How calls are distributed among agents in this rule:
- Priority — Routes to the highest-priority available agent first.
- Round-Robin — Distributes calls evenly across all agents in rotation.
- Weighted — Distributes calls based on agent weights (e.g., 70% senior, 30% junior).
- Agents — Select the agents who should receive calls under this rule.
- 5
Save the rule
Click Save. The rule is active immediately for new inbound calls.
Multiple rules on a campaign
You can create multiple routing rules on the same campaign. SureConnect evaluates rules in priority order and uses the first rule that matches the caller's state and category.
Common pattern: create separate rules for different states (e.g., one rule for California agents, another for Texas agents, and a catch-all rule with no state restriction for everything else).