Note: Please contact your Customer Success Manager or support@talkdesk.com 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 found: <Agent>

If multiple cases: Pick <most recent or oldest> case from <time range for created_date> that is <status> and <priority>

If found but unavailable: <Ring Group>

If none found: continue with regular call flow (e.g., legacy IVR)

 

Eg.: If multiple cases are found, select the most recent case from the last week (7 days) that is new and high priority.

If case owner is found but unavailable, route to agents.

If no cases are found, continue with regular call flow (ie. call will be routed to waiting queue or IVR, depending on the number settings).

 

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 found: <Agent>

If multiple leads: Pick <most recent or oldest> lead from <time range for created_date> that is <status>

If found but unavailable: <Ring Group>

If none found: continue with regular call flow (e.g., legacy IVR)

 

Eg.:  If multiple leads are found, select the most recent lead from Any Time that is any status.

If lead owner is found but unavailable, route to agents.

If no leads are found, continue with regular call flow

 

 

Use Case 3: Route to Contact Owner 

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

 

If found: <Agent>

If multiple contacts: Pick <most recent or oldest> contact

If found but unavailable: <Ring Group>

If none found: continue with regular call flow (e.g., legacy IVR) 

 

Eg.: If duplicate contacts are found, select the most recent contact.

If contact owner is found but unavailable, route to agents.

If no contact is found, continue with regular call flow

 

 

Use Case 4: Route to Account Owner

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

 

If found: <Agent>

If multiple accounts: Pick <most recent or oldest> account

If found but unavailable: <Ring Group>

If none found: continue with regular call flow (e.g., legacy IVR)

 

Eg.: If duplicate accounts are found, select the most recent account.

If account owner is found but unavailable, route to agents.

If no account is found, continue with regular call flow