Configurable Routing Rules and Auto Assign

Routing rules are now configurable, providing much greater flexibility to ensure cases are automatically routed to the correct team members upon submission. With Configurable Routing Rules you can now: 
 

1. Create routing rules that apply to inbound cases, admin cases or both case types.
2. Define routing conditions based on any drop-down field in your admin and/or inbound case form(s).
3. Automatically assign an admin to the case based on predefined conditions  
    

How do routing rules work? 

Routing rules determine which admin(s) will be notified and granted access to new cases based on the answers selected. You can also configure routing rules to auto assign an admin upon case submission

By default, Owners and Primary Admins receive notifications and access to all cases.

Configure Routing Rules

Only the Owner can create routing rules for your organization. If your administrative role is Owner, you can create and manage routing rules in the “Customizations” section of your admin dashboard by clicking on the “Routing Rules” icon.

To configure a new Routing Rule: 

• Click Create Routing Rule.
• Complete the required fields:

• Rule Name: Clearly name the rule for easy identification.
• Rule Description: Briefly explain the rule's purpose.
• Select Case Type: Specify whether it applies to Inbound Cases, Admin Cases, or Both (default is both).
• Select Admins: Choose admins to be notified and granted access.
• Select 1 admin to automatically assign the case:  (This is an optional field and can be left blank): If desired, select one admin you would like to be automatically assigned to the case based on the rule conditions.
  1. Only admins that are selected above and can be assigned cases based on their user permissions will display in the dropdown (excludes viewers and managers).
  2. The selected admin will be automatically assigned to the case and notified upon submission
  3. Auto-assignment will be captured in the audit log of the case
     1. Note: There can only be one assigned admin per case. If there is more than one routing rule that applies to the case with different selected assignees, the assigned admin will default to the admin’s name that comes first in alphabetical order. If the selected admin is blocked by the reporter they will not gain access to the case and it will not be automatically assigned.

• Define Conditions:

• Conditions determine when the rule applies.
• Matching Logic:
  • ALL conditions true: Applies only if every condition is met.
  • ANY condition true: Applies if any single condition is met.

• Condition Criteria:
  • Conditions are based only on Dropdown-type questions from case forms.
  • Conditions support the following matches:
    • Equals To/Not Equal To
    • Contains / Does Not Contain
    • Starts with / Does not start with (e.g., "Restaurant")
    • Ends with / Does not end with
    • Case-insensitive matching ("Restaurant" = "restaurant")
• Conditions:
  • Multiple conditions can be added.
  • Each condition can have more than one value. For example, issue type equal to Culture or Diversity.

Once all conditions are selected press ‘Create Routing Rule” to activate the routing rule. 

Editing a routing rule: 

To edit a routing rule click on the ‘edit’ icon next to the rule. 

Make any desired updates to the fields, add or remove admins or change the rule conditions and press ‘Save’

Deleting a routing rule: 

To delete a routing rule click on the ‘Delete’ icon next to the rule. You will be prompted by a modal to confirm. 

When editing or deleting a rule, changes will only apply for new cases going forward. They will not apply retroactively. Anyone granted access to previously submitted cases via that rule will keep access.

How do routing rules work with AllVoices Administrative roles? 

• Primary Admins & Owners:
  • Default access and notifications for all cases.
  • Can be explicitly added to routing rules; if their admin role is later downgraded, including them in the routing rule ensures they are still notified and granted access per the rule’s configuration.
• Sub Admins:
  • Access and notified via routing rules, if assigned or if manually added under “Manage Access”
• Viewers:
  • Access and notified via routing rules, or if manually added under the “Manage Access” tab. Viewers cannot be assigned as this is a view-only role.
• Managers:
  • Access and notified only if manually added under “Manage Access”, Cannot be added via routing rules and cannot be assigned. 

What Routing Rules Do NOT do: 

• They do not apply retroactively to existing cases.
• They do not retrigger if case answers are changed after initial submission.