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Create an automatic distribution rule

Choose the unit, then which clients the rule covers, then the assignees, the method and the fallback. The rule starts working on new clients as soon as it’s turned on.

7 min
Open in Corteksa

Lead distribution is a paid Add-on. If you can’t find it in your account, contact support to turn it on.

Before you start · 1 thing · for owners and managers
Active employees
  • You need: Create distribution rules
  • Active employees.

Steps

1
Open Settings → Distribution Engine and press Create Rule.
2
Type a Rule Name, such as “Facebook leads for the Jeddah team”.
3
Choose the Cortex Unit: the unit whose records are distributed.
4
Narrow the rule if you want: Sessions (Make a distribution rule for one source or channel), and Filters (Add conditions and AND/OR groups to a distribution rule), where a condition on the source field limits the rule to a source. Leave them all empty to cover every client.
5
Choose the Assignees: at least one employee.
6
Choose the Distribution Method, and enter the shares if you chose a method with shares. The total must be 100.
7
Under Fallback, choose what happens when no one is available.
8
Press Save.
The rule shows at the end of the list, with a priority after the last rule, and it works straight away.

Every rule setting

Setting
What it does
Default
Rule Name
Shows in the logs and stats.
Required
Cortex Unit
The unit.
Required
Sessions
Limits it to clients who came from certain numbers or Pages.
Empty = all sessions
Filters
Conditions on the record’s fields.
No filters
Assignees
Who gets the clients.
Required
Distribution Method
Required
Percentage Configuration
Each employee’s share, for the methods with shares.
Required for those two methods
Priority
The rule’s order among rules with equal specificity.
End of the list
Fallback
What happens if no one is eligible.
Leave Unassigned
Fallback Member
For the “Assign to Default User” fallback.
—
Status
On or off.
On

Editing, turning off and deleting

Edits apply to new clients only. Turning a rule off stops it without losing its settings. Deleting is permanent, and the clients it already assigned aren’t affected. Every create, edit, turn on, turn off and delete is logged with the name of who did it in the logs.

To clear all the filters from a rule, delete them one by one, then save. If they don’t disappear after saving, open the rule again and check.

If something goes wrong

What you see
Why
What to do
The message “At least one assignee is required”
You didn’t choose an employee.
Choose an employee.
A message that some assignees aren’t valid or aren’t active
An employee is deactivated or deleted.
Remove them, or activate them again in Invite a teammate to your workspace by email.
A message that the shares must total 100
The total is different.
Edit the shares.
A message that the shares name an employee who isn’t an assignee
You removed an employee and their share stayed.
Delete their share, or add them back to the assignees.

A real example

Shield Security Co.
The situation

Maintenance requests from Jeddah and Riyadh were getting mixed up on one team.

What they did
  1. A “Jeddah requests” rule with the condition “City equals Jeddah”, and assignees from the Jeddah team.
  2. A “Other requests” rule with no conditions, for the Riyadh team.
The result

Every request reaches the right team, and the more specific rule is checked first on its own.

A made-up company, to show the idea. The numbers are rounded.

Good to know

At least one employee, and all of them active.
Shares are between 1 and 100 for each employee, and the total is exactly 100.
Every employee in the shares must be one of the assignees.
An employee listed twice in the assignees counts once.
Did this guide solve it?
If not, we’ll ask what was missing.
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