Now that you know the basics of routing, you may like some use cases on how you can build different routing rules.

Suggested Prerequisites:

Routing Implementation Guide
 
Billing Plan: 
Routing rules are available on all paid Drift plans.

Intended Audience:

• Admin
• Marketing User

In this Article, we'll cover:

• Creating a Routing Rule for Service Teams

Creating a Routing Rule for Service Teams

For this example, let’s say you have two service teams; an east coast team and a west coast team that both handle support inquiries. You can build two routing rules that will direct your customers to the correct team depending on their location.

To create your routing rule:

1. Navigate to Settings
2. Click Conversation Routing
3. Click Create new rule
4. Set up your routing rule so the URL matches the service/support page of your site and select the US state condition. Add in the appropriate states for each coast as seen below

Next, select the appropriate team you want your rule to route to and configure your routing fallback settings however you desire.

Repeat the steps above to create another new rule just like the one above but make sure you update the states and team the rule routes to in order to reflect the appropriate customer locations.

Once you have both rules set up your routing rule should look like this: