Short answer
Create a language skill (for example Spanish) or a custom skill matched to lead tags (for example medicare). Give it to the agents who qualify, and turn on "Match the lead's language and skills" in the campaign. Leads that need the skill only reach those agents. Everyone else's leads go to anyone.
Some leads need a specific person: someone who speaks their language, knows a product line, or handles a type of customer. Skill routing covers this without splitting your list into separate campaigns.
Two kinds of skills
| Kind | Matched against | Example |
|---|---|---|
| Language | The lead's *Language* field | Spanish, Vietnamese, French |
| Custom | Tags on the lead (DialerDay tags or GoHighLevel tags) | A "Medicare" skill matching the tags *medicare* and *t65* |
A third kind, state, handles licensed states. See routing by licensed state.
Set it up
- Under Settings → Routing, create the skill. For a custom skill, list the tags that mean a lead needs it.
- Give the skill to the right agents, with a level from 1 (some) to 10 (expert).
- In the campaign's *Lead routing* section, switch on Match the lead's language and skills.
What happens to each lead
- A lead whose language is *Spanish* only goes to agents with the Spanish skill.
- A lead tagged *medicare* only goes to agents with the Medicare skill.
- A lead that needs both only goes to agents with both.
- A lead that needs nothing goes to anyone on the campaign.
Matching ignores case, so the tag "Medicare" matches the match tag "medicare".
Required skills vs lead skills
There are two different switches, and they're easy to mix up:
- Required skills (campaign setting): *every agent* working the campaign must have these. Use it when the whole campaign needs a certification.
- Lead skills (the switch above): only leads that *need* a skill are restricted, and only to agents who have it.
Where skill levels matter
Levels don't change who may take an outbound lead; that's a yes or no. They do decide order when a lead can go to several agents:
- Ring groups using the skills strategy ring the best match first, by total skill level.
- Answered-call overflow set to *Best skill match for the lead* hands an answered lead to the most skilled free teammate.