Routing Policy Tags Overview
The tag field in routing policies directs items to specific queues, such as those based on lead source, geographical region, or industry. By using tag operators, you can create formula-based routing policies that efficiently match as many records as possible for better management.
Fullcast Routing Policies allow for multiple policies in the same area. At runtime, the system dynamically selects a policy based on the item’s attributes, like the campaign, lead source, and customer size.
Tag Expressions match the routed object with a specific queue, while Tag Values are passed to the policy engine through the process builder.
A tag value is formed using attributes of the object being routed like a lead. Any field or combination of fields on the lead can create a tag.
These tag values are compared to a tag expression in the routing policy. If they match, that policy executes, allowing users to define routing behavior based on lead attributes such as region, country, or language.
To merge values from multiple fields on an object, create a tag string incorporating all these attributes. For example, combining values from fields like region, country, employee size, or lead source helps determine the applicable routing policy.
To construct a tag string, use the CONCAT() function in Salesforce, separating field values with double pimples (||).
Note: Ensure the fields are in the same order as expected by the expression when combining values.
Tag Expressions
The Tag Expression is a wildcard-based expression that is defined on the policy to match the tag value (and thereby attributes on the object routed) to decide which policy to use. Tag expressions have the following expression types:
- Range of numeric values
- List of values
- Wildcard values
- Concatenating groups or strings
Range of numeric values
Use square brackets [] to specify a range of values defined by an operator and a corresponding value, or between certain values.
Operators supported:
- Equal signs =
- Not equals !=
- Less than <
- Greater than >
- Greater than or equal to >=
- Less than or equal to <=
| Syntax | Example | Result |
| [operator, value] | [>=, 1000] | Greater than or equal to 1000. |
| [between, value1, value2] | [between,0,1000] | Anything greater than 0 and less than 1000. |
| {*} | Matches to one or many characters for the range and any null values. |
List of values
Use { } Curly brackets to indicate a list of string values in the formula tag.
| Syntax | Example | Result |
| {“value1”,”value2”,”value3”} | {“John”,”Chris”,”Test” | Will match either to John, Chris, or test and is case sensitive. |
| {*} | Will match to any string value including null. |
Note: Quotes are considered a part of the string to match. (e.g. {‘John’, ‘’, ‘test’} will not match to John or Doe or test.) Comma-separated values currently cannot be used.
Wildcard values
Note: Wildcards cannot be the first field being passed in the tag, it must be a string value.
| Syntax | Meading | Example | Result |
| * | Matching with anything including null values. | [*] | Matches with anything within a range, including null values. |
| ? | Match a specific number of characters | {???} | Matches three characters in a list of values, nothing more than that. |
| ~ | Matches null Characters | [~] | Matches to only null values. |
Note: Order of priority. The system recognizes the list before a “*****” wildcard.
Concatenating groups or strings
Use || Double bars to concatenate the above groups of values. Any ordering of groups is allowed after the “String Value”.
| Syntax | Meaning |
| StringValue||[RANGE]||{List of Values} | AMER||[>,1000]||{“USA”,”Mexico”,”Canada”} |
| StringValue||{List of Values}||[RANGE] | AMER||{“USA”,”Mexico”,”Canada”}[>,1000] |
| StingValue||{List of Values} | AMER||{“USA”,”Mexico”,”Canada”} |
| StringValue || [RANGE] | AMER||[>,1000] |
Note: The expression must start with a string value to do an exact match. The single value concatenated with groups cannot be comma-separated.
Additional notes on tag expression
- The order in which the field values are passed in as tag values should be the same order in which the expression is built. 67
- A more specific expression is considered before the "Any" or the more expansive expression. For instance if you have two queues where in one you have a list of countries and the other has the wildcard - the list is given preference over the wildcard.
- The first portion of a combined tag cannot contain any of the tag expressions but rather should be a static string comparison.
Setting up Process builder for using Tag operators
1. As a prerequisite to using Tag Operators in fullcast, you must create a custom text field on the Account object that you'll use to call InputValue 1.
2. To set up the process builder in SFDC connecting to the Fullcast routing policy: - Set up the process builder as follows (the example is an example process builder for Routing Accounts).
- For InpuVal1 - Select "Field Reference" as the Type and search for your custom field or any field that you are going to use as your tag for that object in the Value box.
Example: Input Value 1 = CONCAT(Field1, "||", Field2, "||", Field 3) or the API name of the custom field you've created for tagging purposes in step 1.
- For InputVal4 - Select "String" as the Type and type ‘WILDCARD’ into the Value box.