Overview
Some teams, such as mortgage teams subject to NMLS licensing, can only let agents work leads from states where those agents are licensed. In SalesExec, the main tool for this is User State Criteria. Its settings description says: "Set up user state criteria. This allows leads from specific states to be routed to specific sales agents." Configure User 'State' Criteria says it works with Pull Distribution and the SalesExec Dialer (formerly RingResponse).
You decide which states each agent may work, based on your own licensing records. For an overview of queue-based routing, see the SalesExec pull distribution page.
Important
SalesExec provides the state-routing tools shown in this article. Your team and counsel decide which licenses each role needs and which states each agent may work.
What SalesExec does and doesn't do
User State Criteria stores the states you select for each user.
User State Criteria has no license number, license expiration or license verification fields. It records states; it doesn't verify licenses.
Keep your licensing records outside SalesExec, and update each user's states when a license changes.
Step 1: Make sure every lead has a State
Configure User 'State' Criteria says distribution matches users against the value in the lead's State field, so that field needs to be filled in.
Confirm that your posting instructions and lead providers send the state on every web lead. See How to Generate Lead Posting Instructions in SalesExec.
Check imported lists for missing or badly formatted states before you import.
Tip
The state list in User State Criteria includes a No State option. Decide with your team how leads without a state should be handled, and test it before you go live.
Step 2: Assign approved states to each user
Go to More > Settings > User State Criteria. The list shows each user's Name, Branch, Email and Criteria (their selected states, such as CT, HI, IA, MA).
Click the Pencil icon next to the user. The Edit User Criteria page shows their selected states, or "No states are currently selected."
Click Change Selected States. The Select States window lists the US states, District of Columbia, Puerto Rico and No State. Select the states the user may work (or use Select All or Clear All), and click Save.
Configure User 'State' Criteria says changes here take effect in every distribution strategy that includes the user.
Callouts: 1 – Criteria column with each user's selected states. 2 – Pencil icon to edit a user's states.
Callouts: 1 – Change Selected States opens the state list. 2 – No State option. 3 – Select All and Clear All. 4 – Save.
Step 3: Set up your distribution strategies
Go to More > Settings > Lead Distribution.
Pull: In the strategy's Recipients panel, click + Add to add your licensed agents. Each recipient has a Create User Criteria link (or View User Criteria once states are set) that opens their User State Criteria. Click the pencil next to a recipient to set a Daily Max. Configure User 'State' Criteria says a user with no states selected doesn't receive Pull leads. See How to Configure "Pull" Lead Distribution.
Push: Push strategies don't have a User State Criteria link. Their settings are Distribute Only to Active, Distribution Method (RoundRobin or Weighted) and Distribution Reset Interval, plus Criteria and Recipients with hourly and daily limits. Push Criteria filter which leads a strategy sends, for example DamageType In 'Spiders' in the demo account. See How to Configure "Push" Lead Routing.
Branches: Configure User 'State' Criteria recommends combining branch-level restrictions with User State Criteria when your regional teams are set up as branches.
Callouts: 1 – + Add adds recipients to the strategy. 2 – Create User Criteria opens the recipient's User State Criteria. 3 – Pencil to set the recipient's Daily Max.
Callouts: 1 – Distribute Only to Active, Distribution Method and Distribution Reset Interval. 2 – Criteria for the leads this strategy sends. 3 – Recipients and their limits (no User State Criteria link). 4 – Enabled or Disabled toggle (this demo strategy is disabled).
Step 4: Route inbound calls by state
Callers who phone in can also be routed by state. Inbound Call Routing - Create a Queue explains that the Queue node's Route setting can "route calls to your User Group based on configured State Criteria," and that calls are routed by the geolocation of the caller's registered phone number, not by the lead's State field.
Step 5: Match routing to availability
Licensing is one part of routing. Agent availability is the other.
Shifts in a Pull strategy have a Time Zone, days and Open and Close times. Configure Pull Distribution: Shift Hours says shifts turn a Pull strategy on and off on a schedule.
State Hours in a Pull strategy set calling windows by state. See State Calling Hours.
For outbound calls, Use for the following states in a phone number's configuration assigns that number to states. It controls which number is used, not who may work the lead. See Configure a Number for Outbound Dialing.
Step 6: Test before going live
Configure User 'State' Criteria recommends testing with sample records from different states. Create test leads from several states, including one with no state and one from a state no agent has selected. Then confirm that:
each user can pull only leads from their selected states
your team knows what happens to leads with no state, or from a state no agent has selected
inbound test calls reach the right User Group
Best practices
Review state assignments whenever someone is hired or a license changes.
Make one person responsible for updating User State Criteria from your licensing records.
Check periodically that the lead State field is filled in correctly, because routing depends on it.
Have your compliance team or counsel confirm which states each role may work.
FAQ
Does SalesExec verify that my agents are licensed?
User State Criteria doesn't verify licenses. It stores the states you select and has no license fields. Your organization keeps licensing records and decides which states each agent may work.
Why isn't a user getting any Pull leads?
Configure User 'State' Criteria says to check that the user has at least one state selected. Also check that they're a recipient of the strategy.
A user received a lead from a state they aren't approved for. Why?
Check that the lead's State field is correct, because distribution matches on that field. Also make sure the user's changes were saved.
Does User State Criteria apply to Push strategies?
The User State Criteria link appears on Pull strategy recipients and isn't on Push strategies. Use Push Criteria to control which leads a Push strategy sends.
Are inbound calls routed by the lead's State field?
No. Inbound Call Routing - Create a Queue says queue state routing uses the geolocation of the caller's phone number.