Note: Please contact your Customer Success Manager or Talkdesk Support if you wish to enable this feature on your Talkdesk for Salesforce managed package.

With Intelligent Routing, Talkdesk for Salesforce admins can now decide how they wish Talkdesk to use their Salesforce data to route calls to the best agent or ring group.

Intelligent Routing Configuration

Talkdesk for Salesforce includes four out-of-the-box intelligent routing configurations. You are limited to one configuration per account but you can assign it to multiple numbers.

To choose a configuration simply go to to App Launcher > Talkdesk > Talkdesk Admin > Intelligent Routing:

Use Case 1: Route to Case Owner

Automatically finds the owner of the caller’s case and routes the call to them:

If multiple cases: Pick <most recent or oldest> case from <last 7, 30, 365 days or Any Time relatively to created_date> that has <status> and <priority> .

If found but unavailable or no case is found, route to: <Ring Group or Agent> .

Eg.: If multiple cases are found, select the most recent case from the last 7 days that is new and high priority. If case owner is found but unavailable or no case is found, route to agents.

Use Case 2: Route to Lead Owner

Automatically finds the owner of the caller’s lead or contact and routes the call to them:

If multiple leads are found select the <most recent or oldest> lead from <Last 7, 30, 365 days or Any Time relatively to created_date>  that has <status> .

If the lead owner is found but unavailable or no lead is found , route to  <Ring Group or Agent>

Eg.: If multiple leads are found, select the most recent lead from Any Time that has status Any. If lead owner is found but unavailable, route to agents.

Use Case 3: Route to Contact Owner

Automatically finds the owner of the caller’s contact and routes the call to them:

If multiple contacts are found, select the <most recent or oldest> contact.

If the contact owner is found but unavailable or no contact is found, route to <Ring Group or Agent>.

Eg.: If multiple contacts are found, select the most recent contact. If the contact owner is found but unavailable or no contact is found, route to agents.

Use Case 4: Route to Account Owner

Automatically finds the owner of the caller’s account and routes the call to them

If multiple accounts are found select the <most recent or oldest> account.

If the account owner is found but unavailable or no account is found, route to <Ring Group or Agent>.

Eg.: If multiple accounts are found, select the most recent account. If the account owner is found but unavailable or no account is found, route to agents.