iClosed Conditional routing lets you prioritize host(s) based on invitee answers. For example, if you want to send high-revenue companies to a specific host, you can do that with Conditional Routing.
Conditional Routing is only available with Business or Enterprise subscription plan. Check our pricing/features breakdown here.
Pre-requisites for adding conditional routing:
To add Conditional Routing to your scheduler, you must have:
Added at least 2 hosts to your event
Duration of event is 14 days or less
You have added at least one radio button (single select) or checkbox (multi select) type of invitee question
Additionally, you can use Conditional Routing as per lead time zones or Credit Score check.
Setting up Conditional Routing
If you have met the above three criteria, click on Conditional Routing tab and set it up according to the following steps:
Simply click on + Add Conditional Routing button
Choose your Routing mode to assign the host(s) or team(s)
Specific hosts/teams - Leads are sent to the hosts or teams you select.
Prioritize by availability - By default, a lead only sees slots from the pool you selected.
Choose a question to which you want to add condition for:
Time zone
Form answers
Email type
Phone country code
Credit score and DTI
Choose the answer - you can select multiple answers at once
Lastly, click on Assign host(s)/teams and simply check the users that you want to route invitees to if they match the condition
Routing modes
Before you assign hosts, pick a Routing mode for the condition set. There are two:
Specific hosts/teams - Leads are sent to the hosts or teams you select.
Prioritize by availability - By default, a lead only sees slots from the pool you selected.
You can only use one mode per event.
Specific hosts / teams
Leads are sent to the hosts or teams you select. If their open slots fall below your threshold, the fallback widens availability.
This mode prioritizes a chosen pool first, then lets you build a waterfall assignment conditions, if the first team doesn't have enough slots, availability opens to the next team, and so on.
Choosing your routed pool
In the Select host(s) for conditional routing modal, switch between:
Teams — route to one or more teams (each shows its members and host count). Search by team name.
Hosts — route to specific individual hosts. Search by host name or email.
Pro Tips
Teams can be created in 
Settings - User Management. Learn more about it here.
Access it from Manage teams button (top-right) in Host selection inside Conditional routing.
Currently, one user can be part of one team only.
Availability Fallback
By default, a lead only sees slots from the pool you selected. If that pool runs low on open slots, Availability fallback widens availability one step at a time, on your terms, rather than jumping straight to everyone.
Click + Add fallback to add a Fallback condition row. Each row has two fields:
If slots fall below [ X ] — the open-slot threshold that triggers this step.
Expand pool with [ Y ] — the team(s) or host(s) whose availability is added when the threshold is hit.
An All hosts option is available as a final catch-all.
Stacking Fallbacks (The Waterfall)
Stacking fallbacks (also known as the waterfall), allows you to add multiple rows to build a cascade, evaluated top to bottom:
The first row reads "If slots fall below" — it checks your primary pool.
Each row after reads "If combined slots fall below" — it re-checks the pool after the previous step's availability was added.
How the cascade runs when a condition matches:
Route to your selected pool only - just those hosts' slots render.
Count the open slots. If below the first row's threshold, add that row's availability.
Re-count the combined pool. If still below the next row's threshold, add the next team.
Stop as soon as the combined pool clears a threshold - remaining fallback rows are not applied.
Pro Tips
With no fallback rows added, availability never widens, and the lead only ever sees the primary pool.
When multiple hosts are selected in the Availability fallback, whether individually or as part of a routed team, calls are assigned among them according to availability first, then host priority, and call allocation rules.
Lastly, Conditional Routing takes precedence over host priority. When a condition's Availability fallback is in play, the fallback order decides who gets the lead first, meaning if a Low-priority host added by the fallback is used ahead of a High-priority host that isn't part of that condition's routing.
A team or host already used as the primary routed pool can't be re-selected as a fallback target, and the same team/host can't be used in more than one fallback row.
Prioritize by availability
With this mode all hosts stay bookable as per teams selected as this mode works at the team level, not the individual host level. Lead will see all slots for the selected teams.
Once the lead picks a time, the booking goes to the highest-priority team available at that moment. Use this mode when capturing the booking matters most, to ensure leads always have slots to select.
Here's how it behaves:
You select the teams to include (for example, two of your three teams).
All slots for all selected teams show at once
there's no branching
the lead sees full availability.
The lead picks any available slot
The booking is then assigned to a host from the highest-priority team that has someone free at that slot.
Team routing order
In Prioritize by availability, you set a Team routing order: "Select team(s) to add to the routing order. If no closer from a team is available at the selected slot, the system moves to the next team in the list."
The order of the list is the priority order, the team at the top is tried first, and the system works down the list until it finds a free closer at the lead's chosen slot.
The 'IF' conditions explained
For Conditional Routing, you can:
Add up to a maximum of 10 'IF' conditions.
Give each condition up to a maximum of 5 questions.
You can select AND/OR between questions inside one condition. Multiple 'IF' conditions have an OR between them.
AND: the contact is routed only if both conditions are met.
OR: the contact is routed if even one condition is met.
Assigning within a routed pool
When more than one host is eligible, because you selected several hosts, or a team with multiple members, the call is assigned by host priority first, then by your call allocation rules.
Conditional Routing rules take precedence over host priority:
host priority decides among the hosts a condition makes eligible,
while the condition's own routing and fallback order decides which hosts become eligible in the first place.
So routing is applied first, and priority settles who wins within that pool.
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