Round Robin Logic: Excluding specific team members based on the "Product" tag?

Question

We are a Manufacturer's Rep agency with one primary "Inside Sales" team. Generally, we want incoming emails to Round Robin to the whole group.

However, we have one specific manufacturer line where 3 of our 14 reps should not receive those assignments

My Question: Is it better to create a completely separate "Team/Group" in Front just for that one product line? Or is there a way to write a Rule that says "Round Robin to Everyone EXCEPT Person A and Person B" if the email contains a specific keyword?

Trying to keep our setup clean without creating too many unnecessary Groups. Thanks!

cat_apac · Answer

Hi there! Cat here from the Front support team 🌻

I think you can achieve this with a single branching rule and no extra groups for now. If the team who can be assigned these cases grows, you may want to consider creating a special group and updating the logic but for just 3 teammates I don’t think that is necessary!

Here’s the basic outline of the rule I would recommend:

In this example, the rule detects if the Account name associated with the inbound message matches this “Special Case” manufacturer. If it does, the assignment is only considered for a few teammates.

If there is no match on the Account name, then the assignment can go to the whole group.

Here’s an additional screenshot showing the dynamic variable I used to check the Account name:

This is a very simplified example, but I hope it helps illustrate the power of a branching rule!

Cheers,
Cat

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