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Recipe — Route VIP conversations to the Premium team

When a new conversation comes in from a VIP contact, assign it to the Premium customer service team and tag it for visibility. Uses customer level on the contact to discriminate.

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Recipe — Route VIP conversations to the Premium team

When a new conversation comes in from a VIP contact, assign it to the Premium customer service team and tag it for visibility. The simplest possible tier-based routing rule.

What this rule does

  • Trigger: A new conversation is created on any channel.
  • Condition: The contact’s customer level is VIP.
  • Actions: Assign the conversation to the Premium team; add the VIP tag.

Before you start

Build it

  • 1 — Trigger — Conversation created
  • 2 — Condition — contact.customer_level equals VIP
  • 3 — Branch — Always
  • 4 — Action 1 — Assign conversation → Team: Premium
  • 5 — Action 2 — Add tag → VIP

Simulate before enabling

Simulate Execution against the last 30 days. The matches should be every conversation from a VIP contact. Spot-check a few. If non-VIP contacts appear in the list, the customer level field is set on conversations or contacts inconsistently — clean up tier assignments before enabling.

Variants — full tier-based routing

Once the simple rule is working, expand to a full tier-based router using branches:

  • 1 — contact.customer_level equals VIP — Assign Premium, add VIP tag
  • 2 — contact.customer_level equals Pro — Assign Pro Support
  • 3 — else — Assign General

This keeps the routing logic in one rule rather than three competing ones. See Branches and decision trees.

Variants — by channel and tier

For teams that want different VIP handling per channel:

TRIGGER: Conversation created

BRANCH 1 — If: customer_level = VIP AND channel = voice
  Assign team = Premium Voice (live agents only)
  Add tag VIP-Voice

BRANCH 2 — If: customer_level = VIP
  Assign team = Premium
  Add tag VIP

BRANCH 3 — Else
  Assign team = General

VIP voice calls bypass async queues and route to live-only agents; VIP non-voice goes to Premium for normal handling.

Verify it worked

Open a test conversation from a VIP contact (or temporarily set a test contact’s customer level to VIP). Confirm the conversation is assigned to Premium and tagged VIP within seconds of arrival.

Troubleshooting

  • Symptom: VIPs are routed correctly, but non-VIPs are also being assigned to Premium. Fix: The condition operator is wrong (e.g., is not empty instead of equals VIP). Open the rule and verify the operator.

  • Symptom: Rule fires but the team assignment doesn’t stick — agents in the General team still see the conversation. Fix: Confirm the team named “Premium” exists and isn’t a typo. Manual Executions will show the action error if the team can’t be resolved.

  • Symptom: Rule fires only on email but not on chat. Fix: No condition should be filtering on channel. If you accidentally added one, remove it.

See also

Tags

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