This article describes the Tag Routing Filters feature available from the Manage Targets screen for a particular target. This feature is available to Admin users.
This article contains the following sections:
Tag Routing Filters
Tag Routing Filters are a better way to manage dynamic call flows. With filters, you use tags to define certain conditions that allow or block targets from receiving calls. You can, for example, set a target up to accept only calls from a specific state or only those that come from any state in a list of states you provide. Since you define Tag Routing Filters for each target, you can define different filters for different targets on the same campaign.
When a tag filter is in place, the system sends a call only if the target satisfies ALL conditions in the filter. Each condition can be TRUE or FALSE. If there is only one condition, it must evaluate to TRUE for the target to be eligible for the call. When there are multiple conditions, all of the condition must evaluate to TRUE for the target to be available for the incoming call.
When you configure your conditions, you choose from a list of operators that define how the system compares the tag and the value. This is the list of operators:
- Begins With
- Contains
- Equals Multiple Values
- Equals Single Value
- Exists
- Greater Than
- Less Than
- Does Not Begin With
- Does Not Contain
- Does Not Equal Multiple Values
- Does Not Equal Single Value
- Does Not Exist
When you choose Equals Multiple Values or Does Not Equal Multiple Values, you upload a TXT file with the values you want the filter to use. The values in the TXT file should be separated by commas or by line breaks (one value per line). The file you upload should be no larger than 38MB.
Tip: See Bulk Tags for information on managing your files of multiple tag values.
Single Filter
For a single filter rule, you can determine whether a value satisfies the filter by putting the phrase “The call will connect if…”_ in front of it. Consider the following example:
To apply the phrase from above, you say: “The call will connect if State equals California”. So, if a call with from the state of California comes in, this condition evaluates to TRUE and the target is eligible to receive it.
- If a call comes from California, then the condition is TRUE and the call can connect.
- If a call comes from Texas, then the condition is FALSE and the call cannot connect to that target. Instead, the system forwards it to another one following the priority that you have set up.
Multiple Filters
You can add multiple filters to the same target, giving you more flexibility to control the conditions for who is eligible for calls. You can also organize filters into block. For multiple filters, the system looks at each block independently and then combines the results. If there are multiple filters inside a block, the system treats each filter independently and then combine the results inside the block.
When you create multiple filters, you configure multiple conditions and then combine them with AND or OR. Conditions configured like this must still evaluate to TRUE for the target to be eligible to receive the call:
- If you use AND, all the conditions must be TRUE for the result to be TRUE.
- If you use OR, at least one condition must be TRUE for the result to be TRUE.
Tip: If you create conditions using an operator that starts with does not (such as does not begin with and does not contain), you should always join those conditions with AND instead of OR to avoid unexpected behaviors.
Example Cases
The following example filter demonstrates a configuration with multiple filters.
In this case, there are two blocks: A and B. A contains one condition and B has two conditions in a block. The blocks have an AND operator between them, so they must both evaluate to true in order for the call to connect. To use our strategy from earlier in this article, the call will connect if:
A) the state is equal to California AND B) the publisher is equal to Publisher Alpha OR Publisher Beta.
Which means condition A has to always be true in order to connect the call AND either one of the two conditions in B must also be true.
The following examples demonstrate how the system would evaluate the tag routing filters for calls with certain tags.
Example: Call from California AND Publisher Alpha
Block A
The state is equal to California - TRUE
Block B
The Publisher is equal to “Publisher Alpha” - TRUE
OR
The Publisher is equal to “Publisher Beta” - FALSE
So they evaluate to: TRUE AND [TRUE OR FALSE]
According to the tables above: TRUE AND TRUE = TRUE
The call will connect!
Example: Call from Texas AND Publisher Beta
Block A
The state is equal to California - FALSE
Block B
The Publisher is equal to “Publisher Alpha” - FALSE
OR
The Publisher is equal to “Publisher Beta” - TRUE
So they evaluate to: FALSE AND [FALSE OR TRUE]
According to the table: FALSE AND TRUE = FALSE
The call will NOT connect!
Tag Routing Filters FAQ
What should I do if I need help with Tag Routing Filters?
If you have any questions or need additional help, please reach out to our support team via chat or email at support@ringba.com.