If you have previously been using Team Availability and made the switch to using Team Routing Fallbacks, there a few changes you'll want to make to your configuration to ensure that the Team Routing Fallback works successfully. This document will cover all the changes you need to make to set your Team Routing Fallbacks up for success.

Billing Plan: Team Routing Fallbacks are available on the Premium, Advanced, and Enterprise plans. 

In this Article, we'll cover:

• Team Routing Fallback Checklist

Note: For a more detailed look at Team Routing Fallbacks, please see this help doc.

Team Routing Fallback Checklist

1. Team Availability is the fallback method that applies to all routing scenarios. Switching to the new Team Routing Fallbacks changes Team Availability to Special Circumstances routing fallbacks. Special Circumstances then only applies to direct routes, which are Drift Video, Drift Profile, ABM welcome messages and Outbound email conversations. Our suggestion is to stay away from re-route within a team. Re-routing triggers routing based on the conversation routing rules and it runs the risk of bringing in someone into the conversation who shouldn't be routed in.

For example, if someone chatted in to Tim's Drift profile and Tim didn't respond, the re-route option could then route in James instead of Tim.

2. Route conversation skills configured to route to as single person, round robin within a group or Drift Owner Dynamic have no fallbacks when making the switch. Though configuration of these routing scenarios can be made within conversation routing rules. Please see our Routing Implementation Guide for more information on specific routing scenarios.

3. Fallbacks can be tested when testing playbooks, unlike Team Availability. Note, calendars still will not be dropped in test mode.

4. Messages in fallbacks do not auto translate. New rules per language need to be created with the correct language per rule typed into each routing rule.

5. Be sure to configure each routing rule's fallback that is best suited per routing rule.