Creating a Rule
Configure rules to define which lead type is assigned to each customer interaction. Rules replace the previous skill-based lead type association and give you a single, centralized place to control lead creation logic.
Prerequisites
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Ensure the user has:
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Permissions to use the Contact Center and Analytics Studio (CCAS).
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Group Supervisor or Manager role.
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Ensure the user is logged in to the CCAS.
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Ensure at least one lead type has been created in the Leads app.
TIP: Open the CCAS while following this how-to guide.
How rules work
Rules are configured exclusively in the Lead Management App, in the Rules tab. This is the single source of truth for lead creation behavior.
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Rules are listed under a CONTACTS section header. Each rule has a drag handle on the left for reordering.
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Rules are evaluated top to bottom. The first matching rule defines the lead type.
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Each rule can reference one or more lead types. The first lead type in the rule is set as the default.
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Each rule must define at least one condition. Conditions can be combined using AND/OR logic. You can also group conditions using Add group.
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Conditions can be based on the following dimensions:
Channel,Team,Skill type, andSkill. -
If no rule matches, no lead is associated with the contact.
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Rules can be reordered at any time by dragging them to adjust evaluation priority.
Steps
1. Open the Leads app
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Click the icon App
in the bottom left corner of the CCAS desktop. -
Scroll down until you see section Management.
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Select Leads to open the Leads app.
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Click the Rules tab.
2. Create a rule
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Click Add rule at the bottom of the Rules panel. A new expanded row appears with a default name such as
New rule 4. -
Click the rule name at the top of the expanded row to rename it inline. For example,
Demo rule. Press the checkmark to confirm or X to cancel. -
Enter a description in the DESCRIPTION field.
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Add at least one condition by clicking Add condition:
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Select the dimension from the first dropdown. Available options:
Channel,Skill type,Skill,Team Name. -
Select the operator from the second dropdown. For example,
Equals. -
Select the value from the third dropdown. For example, if dimension is Skill, the dropdown shows all available skills.
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(Optional) Click Add condition again to add more criteria. Use the AND/OR toggle on the left of each row to define how conditions combine.
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(Optional) Click Add group to create a nested group of conditions.
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In the LEAD TYPES section, select the lead type to assign when this rule matches from the dropdown. For example,
Demo test. The first lead type listed is marked as Default lead. -
(Optional) Click Add Lead Type to add a second lead type as an alternative option. The operator can select from the available lead types during an interaction. The first one remains the default.
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Click Save on the right side of the rule row.
3. (Optional) Reorder rules
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Drag and drop rules using the handle on the left of each row to change evaluation priority.
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Rules are evaluated top to bottom. The first matching rule wins.
Result
The rule is saved and active. A green confirmation toast appears: "Rule saved — The rule has been successfully saved." Every time a customer interaction matches the rule’s conditions, Engagement Cloud assigns the configured lead type. If the customer already has an open lead, Engagement Cloud associates the interaction with that existing lead instead of creating a new one.
Note: You can create multiple independent rules and reorder them at any time. You can also delete a rule using the trash icon on the right of the rule row.