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7. How to Automate Buckets

Automating your buckets lets you route incoming clients to the right desks without manual intervention—ensuring timely follow-up, consistent SLA adherence, and clear ownership. You can choose a simple “all leads go here” approach, or build sophisticated rules based on the time of day or the source channel.

The Automation section allows you to set up automated client assignment to relevant desks.

To begin, enable automation:

    1.

    • ClickOpen the toggleAutomation nexttab towithin your bucket.

      2. Toggle on Active automation. Whenso active,it the toggle will turnturns blue.

    Tip:

    • Flip
this switch off any time to pause automation and fall back to manual desk assignments.

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Note: To disable automation, click the toggle again. If disabled, you will need to assign clients to desks manually. Instructions on manual assignment can be found [here].

To automatically assign all new clients to one desk (with no conditions):

1. SelectIn the Distribute leads → Default desk, select your desk from the drop-down list.

2. Click Save  to apply changes.

All new leads will now land on that desk, straight out of the box.

To set up custom automation:

1.Use Selecttime-based therules criterionwhen, for automation:example, you have different support teams on different shifts.

1. Under Custom automation by, choose  Time.

or

2. Out-of-rules desk

Select a fallback desk for any leads arriving Sourceoutside. your defined windows.

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Note:   You can choose automation based on either time or source, but not both simultaneously.

    1.

      • Select the Out of rules desk from the drop-down list. Clients that do not match within the specified time periods will be assigned here.

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    2.

      • Set the Start time and End time to specify the time period. Then select the Desk for that period from the drop-down list and click the plus icon (+).

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Note: Time periods may overlap if entered that way (e.g., 8:00–14:00 and 6:00–16:00). In such cases, the first matching period in the list will be selected.

      • You can add an unlimited number of time periods to separate clients. A new line for adding a period will appear once you have added the previous one.

      • You can edit or delete all created periods by clicking the relevant icons.

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    Route

  • based
      on
    • where
        the
      • lead came from (e.g., “Twitter” vs. “Affiliate A”).

        1. Select the Out of rules desk from the drop-down list. Clients that do not match within the specified sources will be assigned here.

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    2.

      • Select the Source and Desk for that source from the drop-down lists. Then click the plus icon (+).

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      • You can add as many sources as you have set up in Configurations. A new line for adding a source will appear once you have added the previous one.

      • You can can edit or delete all created sources by clicking the relevant icons.

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4.5. Click Once your default desk, time windows, or source mappings are in place, click Save at the bottom of the panel. All new leads into this bucket will immediately flow according to applyyour changes.rules.

By leveraging bucket automation:

  • Reduce manual work—no more one-by-one desk assignments.

  • Enforce SLAs—ensure leads always land with the right team at the right time.

  • Adapt on the fly—update time windows or source mappings in seconds.

Automated routing keeps your pipeline moving smoothly, so your teams can focus on closing rather than chasing down new leads.

 

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