Create policy tags

Configure and use policy operation tags (policy tags) to route records (like Leads or Accounts) to help match records, like Leads, to the correct routing queues in Fullcast. Policy tags reference specific record fields—such as Lead Source, Industry, or Lead Score. For instance, you would route leads from a demo request differently than those from an event, or apply different routing rules for high score leads in the tech industry compared to low score ones.

Policy tags connect record data from Salesforce to Fullcast routing logic through three components:

• Tag string: A combined string of multiple record field values created within a Salesforce flow.

• Tag expression: An expression defined in a Fullcast routing policy that uses specific syntax to match incoming tag values to determine which policy runs.

• Tag value: The actual string generated by the flow at runtime for a specific record (Demo||Tech||High). This value is passed to Fullcast.

Step 1: Construct the Tag String in Salesforce Flow

To enable Fullcast to evaluate multiple fields for routing, combine their values into a single tag string within your Salesforce flow. This string is then passed to the Fullcast Policy Handler Apex action.

1. Identify Routing Fields: Determine which fields on the record you need to evaluate for routing decisions.  

2. Combine Fields in Flow:

   • Use a Flow Formula resource or the CONCAT() function to join the API names of the desired fields.  

   • Separate each field value in the string with double pipes (||).

     • Example Formula (Lead Source, Industry, Lead Score): CONCAT({!$Record.LeadSource}, "||", {!$Record.Industry}, "||", TEXT({!$Record.Lead_Score__c}))

     • Note

       • Ensure numeric or other non-text fields are converted to text, use TEXT() .

       • The order you place fields in the tag string matters. You must use the same order when you create tag expressions.

3. Pass String to Fullcast: Map the output of your formula resource to the inputVal1 field within the Fullcast Policy Handler Apex action in your Flow.

   

   

4. Optional. Store tag string on record: Use a Flow assignment step to save the concatenated string to a custom text field on the Salesforce object (Lead.Tag_String__c), then reference this custom field in inputVal1.  

5. Optional. Enable wildcards: To use wildcard matching (*) in your Fullcast tag expressions, set the inputVal4 field in the Fullcast Policy Handler action:

   • Type: String

   • Value: *

Step 2: Create Tag Expressions in the Fullcast Routing Policy

Within your Fullcast Routing Policy, define tag expressions to match the incoming tag values from Salesforce. This determines which specific policy or queue the record should be routed to.

Important considerations for tag expressions

• Matching precedence: Fullcast evaluates more specific tag expressions before broader ones. If one policy uses the tag expression RouteLead||USA||[*] and another uses RouteLead||*||[*], a lead with the tag value RouteLead||USA||50 will match the first, more specific tag expression.

• First element restriction: The very first item of a concatenated tag expression must be a static string for direct comparison; it cannot be a numeric range, list, or wildcard. Example: RouteLead is valid, but [>=,50]||Technology is not a valid start.

• Concatenation separator: Always use || to separate segments in the tag expression. Do not use commas between concatenated groups.

Tag expression values

Tag expressions evaluate the tag value passed from Salesforce via inputVal1. They can match numeric values, string values, or use wildcards.