Distributely is designed to match your Hubspot object (eg. contact) with the appropriate owner. If you have multiple teams in Distributely, the app will first match the incoming contact with a team, starting with the team on the top left, and working to the right.
- If no active teams with matching rules are found, then Distributely will match with the default team (if one is selected) even if that team is inactive. A default team can be set by editing the team and selecting the "default team" checkbox when viewing the team in Distributely.
- If nobody on the default team is active, or if you have not selected a default team, then Distributely will assign the lead to the account admin.
- When adding new team rules (first screenshot below) Distributely separates these rules (eg. "Lead Assignment" and "Language/ Region" with an ANY operator, meaning that if the incoming lead matches either of these rules, then the lead will match with the team. Within each rule, you can also specify multiple sub-rules that can be separated with either an "Any" or "All" operator (second screenshot below).
If the contact matches a the team's rules, Distributely will move on to an agent assignment. Distributely will evaluate the agent's availability based on their cap, availability (time off and daily schedule), and routing logic (eg. round robin).
- If no agent is available on that team, Distributely will not then try to match the incoming contact with a different team, but will instead assign that contact to the Distributely account admin.