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Inbound Support: Identify Contacts by Email and Phone Number
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Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Enrich Contact Data and Qualify Leads
Inbound Sales: Routing Leads
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Table of Contents
- Home
- Handling Inbound Conversations
- Route Contacts by Team Functions
Route Contacts by Team Functions
Updated
by Wai Ting Yong
It is important to set up a good automated routing system to help streamline your customer service process and ensure your Contacts are being attended to by the correct team in a timely manner.
Benefits of Routing Contacts by Team Functions
Route Contacts by team functions to:
- improve customer experience when Contacts are routed to agents who have the expertise to address their specific concerns effectively.
- improve resolution time by connecting Contacts to the right team, reducing transfer and escalation time.
Methods for Routing Contacts by Team Functions
- Route based on Contact’s answer.
- Route based on Contact data.
Route based on Contact’s answer
- Ask Contacts the team they want to speak to.
- Route Contacts to the right team for assistance.
Ask Contacts the team they want to speak to
In the Workflows module, click + Add Workflow > Click Multi-Team Routing: Multiple Choice by Contact > Click Use Template.

1. Trigger: The Workflow starts when a conversation is opened by a Contact.
2. Ask for Team: This is the Ask a Question step to ask Contact the team the Contact wants to speak to and save the answer as Variables. The Variable will be used in this Workflow’s Branch step for routing purposes.
The Ask a Question Step can be set up with multiple choice answers. In this Workflow Template example, we have prepared answer options as follows:
- Sales
- Support
Route Contacts to the right team for assistance

3. Sales or Support Branch: This is a Branch step to route Contact to the right team based on the answer the Contact has selected in the previous Ask a Question step. If the Contact selects the answer option Sales or Support, the Contact will be routed to Branch 1 or Branch 2 respectively.
4. Assign to Sales Team / Assign to Support Team: Configure this Assign To step with a team based on your business needs.
5. Assignment Message: Sends a message to inform Contact about their assignment status.
Route based on Contact data
Contact information such as language or country can be derived automatically from the Channel the Contacts used to message your business or from the Contact's phone number.

Use a Branch step to route Contacts based on existing Contact information. We’ll use Language as the Contact Field in this example.
In the Workflow, add a Branch step and configure the step:
- Category: Contact Field
- Field: Language
- Operator: is equal to
- Select: Select your desired language.
Feeling stuck? Do not fear.
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Route Contacts by Shifts
Route New & Returning Contacts
Related Articles
Step: Assign To
Learn about the configuration, best practices and use cases when implementing the Assign To Step.
Route Contacts by Shifts
Automatically route customers by shifts or business hours.
Route VIP Contacts
Learn how to identify VIP Customers to route and manage them differently from other Customers using Workflows.