Fallback assignees when owner is unavailable or OOO
in progress (now)
Taylor Jennings
When the preferred assignee in an ownership or round-robin routing path has no availability or is out of office, there's no fallback configured. Leads either fail to route or go unhandled.
Allow admins to define one or more fallback assignees or teams that receive leads when the primary assignee has no availability within the configured scheduling window or is marked as OOO. This should apply across all routing types, including ownership paths, round-robin distributions, and Handoff assignments.
Routing gaps during rep absence or calendar blocks directly impact conversion. Without fallback logic, high-intent leads go unassigned or hit dead ends at the worst possible moment in the buyer journey.
The status was updated to
in progress (now)
Taylor Jennings
updated the status to
backlog
Taylor Jennings
Merged in a post:
Configure fallback assignees when the preferred rep is unavailable or has no open slots
Taylor Jennings
When a preferred assignee in an ownership or round robin distribution is on vacation or has no available meeting slots, there is no fallback. Leads either fail to route or queue indefinitely.
Admins should be able to specify fallback individuals or teams for ownership and round robin paths, so routing continues automatically when the primary assignee can't take the lead.
Routing failures due to rep unavailability are entirely preventable. Fallback configuration ensures no lead goes unrouted due to a gap in coverage, regardless of the distribution type.
Taylor Jennings
Merged in a post:
Fallbacks for vacation/no availability for ownership and round robin distributions
Fallback mechanism that allows individuals or teams to be specified if the preferred assignee(s) are out of office or have no availability (meetings) within the specified range. Applies to all products and ownership or round robin distribution paths.
Oladele Ogunade
Having a fallback mechanism for Handoff similar to Distro.
B
Brittany Olivar
Have a fallback mechanism similar to what we have for Distro
B
Becca Prescott
It would be great to have a "buddy" or "distribution" setup for each individual user, so that when they are marked as OOO (either holiday, LTS, PAT/MAT Leave etc) then there is a fall back user or team that can pick this up.
Something that is not managed within each router, but at a user level to apply to any meeting that would have scheduled with the OOO users calendar.
A
Andreas Drakos
especially for scheduling links - not having this feature is a big problem
A
Alexandru Rusu
Allow for coverage if a rep or reps are OOO in Concierge.
emily brink
Ability for clients to set a variable # of days that if lead matches to owner but owner is not available for X number of days, move to route through other queues. This would solve for vacation or extended OOO without manual intervention from Chili Piper POC and prioritizing booking the meeting over waiting for an owner.
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