Call Prioritization

You can use a Conditional statement, together with the result of a data dipdata dip - Data dips are search points that collect data from external platforms (like a CRM) or within the call flow. For example, if you ask a caller to input their customer number, this number will be verified against a database. in Salesforce, to route VIP customers to an assignment componentcomponent - Components are the basic building blocks of a call flow. There are multiple components available that you can add and configure to suit your needs. Check the full list of available components in the "Studio Components" section of this guide. with a higher priority. This way, you can assure that the calls coming from these VIP customers are handled first.

To do this, configure a Salesforce data dip to populate a variablevariable - Variables allow you to collect data and use it to make routing decisions. It includes, for example, information collected via IVR menus or via data dips into the account’s CRM system. Once added in a step, a variable can be reused in another step. Variables for Callbar can be managed through the 'Manage context' menu. related to VIP contacts when the customer is considered VIP:

You can add the following SOQLSOQL - Salesforce Object Query Language. See Salesforce’s documentation to learn more, query:

select VIP__c from contact where name='%{}'

Next, configure a Conditional statement with two Assignment and dial exits: one exit for when the contact does not meet the VIP condition, and another exit for when it does.

In the VIP Assignment and dial, you can assign a high priority to these calls by selecting 1 in 'List of priorities':

1 corresponds to the highest priority, while 10 is the lowest priority. This means that you need to select a number higher than 1 in the Assignment and Dial component for Non VIP customers.