Routing

Overview

Routing helps Inrepli assign each qualified Contact to the Account Manager who is best suited to handle the opportunity.

Unlike basic distribution methods, such as round-robin assignment, Inrepli evaluates the needs of the Contact and compares them with the expertise of available Account Managers. The goal is to connect the Contact with the person most likely to understand their requirements and support the next step.

Routing is available on the Growth and Scale plans. The Starter plan supports one Account Manager but does not include intelligent Routing.

How Routing Works

Inrepli uses tags to compare the Contact's needs with each Account Manager's profile. The Agent considers the Contact's topic of interest, relevant region, and preferred language when selecting the best-fit Account Manager.

This allows Contacts to speak with an Account Manager who has relevant knowledge and experience. It also allows global businesses to manage inbound Contacts centrally while assigning them to the appropriate regional or specialist team.

Routing can use three standard tag categories:

• Topic
• Region
• Language

Additional routing dimensions may be available through a custom setup. Contact the Inrepli team when your assignment process requires criteria that are not covered by the standard categories.

Routing Tags

Topic

A Topic tag represents the product, service, or subject that is relevant to the Conversation.

For a Contact, the Topic tag describes what they are interested in discussing. For an Account Manager, the Topic tag describes their subject-matter expertise.

For example, a Contact interested in tax advisory services may be matched with an Account Manager who has a Tax Advisory tag.

Region

A Region tag represents the geographic market connected to the opportunity.

For a Contact, the Region tag describes the market, country, or location they want to discuss. For an Account Manager, the Region tag describes the markets they understand or are responsible for serving.

Region tags allow a global business to direct Contacts to the appropriate in-market team.

Language

A Language tag represents the Contact's preferred language and the languages spoken by each Account Manager.

The Agent can use this information to assign the Contact to an Account Manager who can communicate in the preferred language.

Language matching may be considered together with Topic and Region. The best match depends on the available Account Managers and the needs identified during the Conversation.

Tag Creation and Assessment

During initial setup, the Setup Agent creates Topic tags based on your products and services. The Agent can also create Region and Language tags when these are relevant to your business.

Review the suggested tags before using them for Routing. You can update the tags when your products, markets, team responsibilities, or Account Manager expertise change.

When the Agent assigns a tag to a Contact, it also provides a confidence level and a reason. The confidence level shows how strongly the available information supports the tag. The reason explains which information from the Conversation or enriched profile led to the assessment.

For example, the Agent may assign a Contact the Topic tag "Enterprise Consulting" because the Contact asked about support for a large, multi-location organization. The reason and confidence help your team understand how the Agent reached that conclusion.

Account Manager Profiles

Account Managers are the team members responsible for continuing qualified sales Conversations and closing opportunities. Depending on your business, an Account Manager may be an Account Executive, Partner, Managing Director, consultant, or another customer-facing team member.

To add an Account Manager, invite the person to Inrepli and complete their profile. The Agent reviews the profile and recommends relevant Topic, Region, and Language tags.

Review the generated profile and tags before relying on them for Routing. Inrepli uses both the Account Manager profile and approved tags when selecting the best match for a Contact.

The number of included Account Managers depends on your plan:

• Starter: 1 Account Manager
• Growth: Up to 5 Account Managers
• Scale: Up to 20 Account Managers

Additional Account Managers can be purchased for Growth and Scale plans.

Fallback Account Manager

In some cases, the Agent may determine that no available Account Manager is a strong enough match for the Contact.

You can select a fallback Account Manager for these situations. The fallback Account Manager receives the Contact when no suitable match is available and can decide whether to continue the Conversation or assign the Contact to another Account Manager.

The fallback Account Manager is often a platform administrator, sales manager, or another team member who can review opportunities across multiple Topics or Regions.

Using a fallback prevents qualified Contacts from remaining unassigned when the Agent cannot identify a clear best match.

Assignment Notification

After a Contact is assigned, Inrepli sends an email notification to the selected Account Manager.

The notification includes the information needed to understand the opportunity before continuing the Conversation. This may include:

• Contact details
• Company information
• Qualification and Verification results
• Enriched Contact and Company data
• The Contact's stated needs
• Relevant Topics, Regions, and Languages
• Conversation history
• The reason the Account Manager was selected

This gives the Account Manager context before responding to the Contact or joining a meeting.

Routing History

Inrepli records both Agent-created and manual assignments in the Routing history.

The history shows how a Contact was assigned, which Account Manager was selected, when the assignment occurred, and whether the assignment was later changed. It also preserves the matching information and reasoning available at the time of the decision.

Routing history gives your team visibility into assignment decisions and helps you review how Contacts move between Account Managers.