Pulse · Practical guide · Author: Victor
A support desk and a network of call buyers need different routes. Choose the model that fits the inquiry—not the one with the most moving parts.
Static: a known team
A predetermined destination is easy to document and test. It suits an inquiry owned by one team, provided you also verify what happens when that destination cannot answer.
Dynamic: a selection process
Pulse supports dynamic routing through real-time bidding (RTB). Dynamic routing selects a destination; dynamic number insertion changes a displayed website number. They are not the same feature.
Compare the exceptions
Test no answer, no bid and configuration errors. A simple route with a tested fallback serves callers better than an elaborate selection process with no clear failure path.
See the journey
- Identify the caller’s intended task
- Decide whether the destination is predetermined
- If selection is needed, define eligibility and policy
- Confirm a fallback for the selected model
- Test and review the actual caller experience
In practice
Illustrative example: an existing-customer support line should reach the team responsible for that customer rather than a lead auction. A separate new-inquiry campaign may use buyer selection. Keeping those journeys distinct avoids treating a support request as a new sales inquiry.
Try this working example
Make two decision rows: Existing-customer billing question → known responsible team → static route to evaluate. Eligible new sales inquiry offered to a buyer network → recipient selection required → real-time bidding (RTB) to evaluate. In both rows, add a tested fallback rather than assuming one exists.
Before you launch
Do not change models merely because call volume increases. First determine whether the issue is insufficient staffing, an invalid mapping or a genuine need for destination selection. More routing logic does not create additional answering capacity.
Measure what matters
Compare destination accuracy and successful connections alongside operational maintenance effort. For RTB, add bid and delivery measures without replacing basic caller-experience checks.
Can different campaigns use different models?
Confirm how the specific Pulse deployment supports and separates those configurations.
See it with Pulse
Bring one fixed-destination scenario and one buyer-selection scenario to a Pulse demo and compare their failure paths.
Explore Pulse →Confirm supported features, integrations and limits for your intended setup during a demo.