How many ways can I configure Rules?

Inbound Rules can be configured in multiple ways with a combination of numbers and conditions:

  • A single condition for a single number
  • A single condition for multiple numbers
  • Multiple conditions for a single number
  • Multiple conditions for multiple numbers


In the first tab of the Add/Edit Rule modal, you will select which number or numbers you’d like to create a Rule for. This can be a single number like your main phone line, or multiple numbers like a set of agents.


In the second tab, you will select the condition(s) to apply to the numbers from the first tab. This can be a single condition that all numbers follow, or a list of multiple conditions.


Each individual Rule can only have a single Destination.


How does the order of Rules impact my workflows?

In your overall list of Rules, each inbound call does the following:

  • Check to see if there are Rules associated to the number dialed by your customer.
  • If yes, check to ensure that the details of your customer (from your connected CRM) match the conditions in each Rule, one by one.
  • If any condition is not met, the overall Rule itself will not trigger.
  • The call will follow the Rule destination only if the details of a customer match each condition in a particular Rule.

For example, if a Rule is setup with three conditions, an inbound call will only be sent to the destination if the customer details match all three conditions.


E.g. A Rule is setup with the following conditions:

  1. Deal Value is greater than or equal to $1,000
  2. Deal Status is in open
  3. Last Call Date is less than or equal to 1 day ago


The Rule will only forward the call to the destination when the customer details match ALL three above conditions. If any of the conditions fail, the Rule will be skipped, and the call will dial its original target.


Why can’t I setup a Rule destination as “Route to Owner”?

Rules can only have a destination of “Route to Owner” if one of the conditions for the Rule is “Has Owner = True”