Introduction

Standard lead routing in Chime works when a brand new lead reaches the CRM and then the lead routing rule kicks in and sends it to a specific assignee. This "Re-Routing Groups" feature, however, is different because it is intended to route leads that have already been in the system, not new ones. An example of when to use this could be that an ISA was the original "Agent" assigned to the lead via standard lead routing and then, after qualifying the lead, they want to trigger distribution to a group of agents for someone to take over.

To learn more about lead routing for new leads as they enter the CRM, please see Lead Routing Rules.

 

Summary

• Setting Up Re-Routing Groups
• Using Re-Routing Groups
• Re-routing: Enterprise

 

Setting Up Re-Routing Groups

First, navigate to Settings > Lead Distribution > Re-Routing Groups. Users with the "Team Features" (see Team Permissions) permission can edit these re-routing rules

 

Click on + Add New to add a new re-routing group. There is currently no limit to the number of re-routing groups that can be created though this is subject to change.

 

Give the re-routing group a name. This will be the name that is used to choose this specific re-routing group when doing the assigning. 

 

Define the time period for this group. Re-Routing groups are currently only using the blast alert distribution method so this time period means that if the lead is not claimed by anyone in this group within this time period, it will no longer be available to them. Only the Blast Alert distribution method is available currently, not "Next Up" or "Round Robin."

See Lead Routing Rules > (3) Blast Alert Assignment Method for more information on blast alert.

 

Choose the assignees for this re-routing group. Everyone in this re-routing group will get a notification at the same time (because it is via blast alert) via email and app notifications informing them that there is a lead to claim.

 

And finally, choose the default assignee. This will be the individual who gets the lead if no one in the blast alert distribution list claims it within the indicated time period. 

 

Using Re-Routing Groups

Now that the re-routing groups have been created, you can use them.

*IMPORTANT:

• The action of actually triggering distribution to a re-routing group can only be done manually at the present time. 
• Only available as an action when replacing the primary Agent role on a lead, not for the Assistant role, lender role, or any other custom roles.

Navigate to a lead profile page and select the primary agent role (remember that this action is only supported for the primary agent role).

 

Next, choose which re-routing group you would like to send the lead to:

 

You will see a confirmation message and will want to click YES if you would like to trigger the re-routing group distribution:

 

The primary agent role will show Re-routing in progress until the lead is assigned to the agent via the Blast Alert distribution method. All those who are potential assignees of this lead will receive a notification to claim the lead. You will be unable to edit the assignee for this primary agent role while re-routing is in progress.

 

Once the lead has either been claimed by one of the assignees in the blast alert distribution list OR the lead has been assigned to the default assignee, a timeline record will be documented on the lead profile that looks like this one:

Re-Routing: Enterprise

The display of re-routing rules looks like this: 

 

 

Permissions

Only users with the right admin permissions can edit re-routing rules. Prior to this update, anyone could edit re-routing rules.

• Team Instances: "Team Features" permission is required.
• Enterprise Instances: "Manage Lead Distribution" permission is required.
  • Those with access to edit lead distribution for "Entire Company" can edit all re-routing rules.
  • Those limited to editing only for "User's Group" will only be able to edit re-routing rules for their group/subgroups.

Learn More: Team Permissions

 

All Distribution Methods

Re-routing now supports both Round Robin and Next Up. Prior to this release, only Blast Alert was supported. Detailed explanations of each of these have been added.

 

 

Enterprise Only "Available To" Setting

With Enterprise, an additional option called Available To allows you to segment which specific groups inside of the Enterprise hierarchy will have access to each re-routing group that is created. 

With this setting, users in the selected groups will be able to see this specific Re-Routing Group as an option when re-routing via a lead's profile. If a user is not part of a selected group, they will not see this as an option to re-route in a lead's profile.

 

 

Learn More: Enterprise Edition - Lead Routing

 

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@chimeinc.com> or by phone at 1 (855) 981-7557.