# Route VIP Contacts

### Benefits of Routing VIP Contacts <a href="#benefits_of_routing_vip_contacts" id="benefits_of_routing_vip_contacts"></a>

* Treating VIP Contacts differently ensures a more personalized and expedited service. This can lead to enhanced customer satisfaction and loyalty.
* Having a different route for VIP contacts allows businesses to efficiently allocate resources, ensuring that highly skilled agents cater to VIP customers’ unique needs.

### Workflow Setup <a href="#workflow_setup" id="workflow_setup"></a>

Learn how to use the Workflow Template to identify and route VIP Contacts.

* Check Contact for an existing email
* If Contact has an Email: Get Contact Data and Route VIP Contact
* If Contact has no Email: Ask for Email and Route Contact

### **Check Contact for an Existing Email**

In the **Workflows** module, click **+ Add Workflow** > Click **Routing: VIP Contacts** > Click **Use Template**.

<figure><img src="https://files.helpdocs.io/9e3syfbzn8/articles/8imvtvoqvy/1687271188064/untitled-9.png" alt=""><figcaption></figcaption></figure>

1\. [**Trigger**](/ismessenger/modules/workflow.md): The Workflow starts when a conversation is opened by a Contact.

2\. **Have** **Email Already?**: This Branch step checks if the Contact has an email or not in the Contact’s Email Address field.

### **If Contact has an Email: Get Contact Data and Route VIP Contact**

<figure><img src="https://files.helpdocs.io/9e3syfbzn8/articles/8imvtvoqvy/1687271216694/untitled-10.png" alt=""><figcaption></figcaption></figure>

If the Contact has an Email in the Contact’s Email Address field, the Contact will be routed to the **Have Email** branch. In this branch, the Contact’s data will be retrieved from an external CRM or data warehouse via a HTTP request step to identify if the Contact is a VIP. If the Contact is a VIP, the Contact will be routed to the VIP Contact branch.

3\. **Get Contact Data from CRM or Data Warehouse:** This is an HTTP request step that will retrieve the Contact’s details from a data warehouse such as a CRM. Click on the Workflow step to configure the Method, URL, and Header to retrieve the Contact’s data.

In the Response Mapping section, map the *$.customerType*(name of key from the response based on your CRM or Data Warehouse) key to store its value as a variable named *CustomerType*. Learn how to [configure HTTP request step](/ismessenger/modules/workflow.md) here or get a developer to assist with this configuration.

<figure><img src="https://files.helpdocs.io/9e3syfbzn8/articles/8imvtvoqvy/1687271311495/untitled-11.png" alt=""><figcaption></figcaption></figure>

4\. **Route VIP & Regular Contact:** In this Branch step, the Contact will be routed based on the *CustomerType* variable. If the *CustomerType* is VIP, it will be routed to the VIP Contact branch. If the *CustomerType* is not VIP, it will be routed to the Regular Contact branch.

**Next Steps after Routing Contacts**

Here are steps to consider after Routing VIP and Regular Contacts:

* **VIP Contact:** Add an [Assign To step](/ismessenger/modules/workflow.md) to assign to a specific user or dedicated agent to attend to the VIP Contact.
* **Regular Contact:** Add an [Assign to step](/ismessenger/modules/workflow.md) to assign to a user in a team or Workspace with an assignment logic that fits your business needs. Learn more about [Assignment Strategy: Contact Distribution & Load Balancing](/ismessenger/support-use-cases/how-to-route-customers-to-the-right-team-automatically.md).

### **If Contact has no Email: Ask For Email and Route Contact**

<figure><img src="https://files.helpdocs.io/9e3syfbzn8/articles/8imvtvoqvy/1687271407167/untitled-12.png" alt=""><figcaption></figcaption></figure>

If the Contact does not have an Email in the Contact’s Email Address field, the Contact will be routed to the **No Email** branch. In this branch, the Contact will be prompted with a question to ask for their email. Once you have received the Contact’s email, a Success Message will be automatically sent and the Workflow will Jump to Get Contact Data where the Contact’s data will be retrieved from an external CRM or data warehouse via a HTTP request step to identify if the Contact is a VIP. If the Contact is a VIP, the Contact will be routed to the VIP Contact branch.

5\. **Ask for Email:** Ask for the Contact’s email with the [Ask a Question step](/ismessenger/modules/workflow.md).

6\. The Ask for Email step can have a Success or Failure outcome:

* **Success Message (Success):** Once you have received the Contact’s email, the automation will send a Success Message to the Contact.
* **Jump to Ask for Email (Failure: Invalid):** If the Contact sent an invalid response to the Ask for Email question, the automation will jump back to the Ask for Email step up to 3 times. By the 4th time, if the response is still invalid, you may consider [routing to an agent or a manager to manage this Contact](/ismessenger/support-use-cases/how-to-route-customers-to-the-right-team-automatically.md).

7\. **Jump to Get Contact Data:** After sending a Success Message, the Workflow will continue by getting Contact’s data and identifying if the Contact is a VIP using a [Jump to step](/ismessenger/modules/workflow.md).

{% hint style="success" %}
Once you have completed the setup, click **Save** and **Publish** to activate the Workflow.
{% endhint %}


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