Tag routing
Prefer or require matching agents while preserving a deterministic rescue path.
Send each lead to the best-prepared agent automatically, using tags to prefer specialists or strictly require a skill when the work demands it.
Why it matters
Specialized sales teams win when the right person gets the right lead fast. Tag-based lead routing adds expertise to automatic distribution without building a separate allocation system per source — you set the policy once and every eligible lead follows it.
See it in HoneyFalcon
Step 1 of 4: Preferred and Hard routing groups.
Step 2 of 4: Off, Shadow, and Enforce activation modes.
Step 3 of 4: compare Off, Shadow, and the current Enforce mode.
Step 4 of 4: Estimated Enforce Impact and the visible Hard-to-buffer policy.
Route by skill without manual sorting
Turn a group on when you are ready
Each tag group has a clear activation mode: Off ignores it, Shadow evaluates it without changing who receives the lead, and Enforce applies it to live routing.
Shadow lets you see how a rule would behave before it affects a single real lead, so activation is a deliberate step, not a leap.
Prefer a specialist or require a skill
A Preferred group prioritizes agents who match all of its tags when any such agent is available, and falls back to the rest when none are — so a specialist is favored without stranding the lead.
A Hard group excludes agents who do not satisfy its tags, reserving that lead for qualified people. Terminal rescue still applies, so a Hard rule narrows candidates without ever removing the final safety net.
Run a group in Shadow first — you see its effect on candidates before it changes live routing, then switch to Enforce with confidence.
Tag routing is ready when
- Off, Shadow, and Enforce are distinguishable and the active mode is visible before you save a change.
- A Preferred group favors matching specialists, and a Hard group reserves the lead for qualified agents while terminal rescue remains intact.