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Automatically Route VIP customers to specific Group

Related products:Voice
  • August 6, 2024
  • 3 replies
  • 5 views
M

Can we automatically route customers to a specific group based on  customer type or status.

 

I'd like to be able to tag a customer as VIP and when that customer calls our #800 it would automatically route them to our VIP customer group. 

 

 

    3 replies

    S
    • Sean41Employee
    • Employee
    • August 7, 2024

    Hello,

     

    Thanks for your question. It's available - see here.

     

    Thanks,
    sean

      M
      • Michael12
      • Author
      • August 7, 2024

      Question about this setup, if no agent from the VIP group is available, how do I route it to our General Support group?

      Rohan11
      • Rohan11Product Manager
      • Product Manager
      • August 14, 2024

      Hi Micheal,

      Thanks! If you need to cascade to multiple groups based on the VIP tags - queues with omnichannel routing can be utilised for this use case. Here is an example of the workflow.

      Thanks

      Rohan

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