Drift makes connecting your site visitors to the right people on your team easy by making sure that there is always the next step even when your team is not available to chat through the book a meeting fallback

However, from time to time, you may run into a situation in which site visitors with personal emails can book a meeting with your team when you did not want that to happen.

This happens because even though you have set up Drift not to accept personal emails once a conversation is closed and re-opened it tries to route someone based on your routing rules, and if the fallback is to book a meeting, then that will immediately kick in.

But the good news is that we can prevent visitors with personal emails from booking meetings via the routing fallback by using the routing conditions.

Billing Plan: Routing Fallbacks are available on the Premium plan and above.

Intended Audience:

• Admin

In this article, we'll cover:

• Setting Up Your Routing Rule

Setting Up Your Routing Rule

1. Go to settings -> app settings -> conversation routing rules

2. Click on the plus sign to create a node. You will want to place this towards the beginning

3. Select "visitors who match custom conditions" and setup the condition "Contact attribute email contains gmail". Then click on add another group to put in a different personal email provider (e.g. hotmail, yahoo) and then click on save.

4. Where it says, select action, click on route to teammates, and then select round-robin between teammates.
At this point you can select any teammate because we are going to have it so the fallback message kicks immediately in.
 

5. Choose send an away message for if no teammates are available for routing, if the routed in teammate doesn’t respond, if no teammates are available to schedule a meeting.