Dear Amelia Support Team,

I am setting up Amelia for a client, and we need a solution where a backup employee is automatically assigned when the primary employee is fully booked. Here’s our specific setup:

• We have a sales team divided by region.
• Each region has a primary salesperson assigned.
• If the primary salesperson (e.g., Kilian) is fully booked, we want the system to automatically offer the backup salesperson (e.g., Marijo) as an alternative, without requiring manual intervention.

Is there a way in Amelia to automatically reassign appointments to a backup employee when the main one is unavailable? Or, is there a workaround (e.g., conditional rules) to handle this?

Thanks in advance for your help!

Best regards, 

Alanis

Hi Stefan,

I have set up Amelia so that customers do not manually select an employee when booking an appointment. Instead, each location has one assigned salesperson, and Amelia automatically assigns them.

However, I have one location (Brussels) where two salespeople are available:

• Kilian (Primary Salesperson) → He should always be booked first.
• Marijo (Backup Salesperson) → He should only receive appointments if Kilian is fully booked.

Right now, Amelia randomly assigns the salesperson when both are available. I need a way to set priority rules so that:

• Kilian is always assigned first for this location.
• Marijo is only assigned if Kilian has no available time slots left.

I’ve tried creating a separate backup service for Marijo, but this requires manual customer intervention, which is not ideal.

So to make my questions a bit clearer: 

• Is there a way to set an employee priority rule where one employee is always assigned first, and the second employee only when the first is fully booked?
• If not, is there a workaround (such as capacity settings, scheduling rules, or conditional logic) that can achieve this?

Thank you in advance for your help!

Best regards,  

Alanis 

Dear Stefan,

Thank you for your response. I have already reviewed the “Employee Selection Logic” settings, but unfortunately, none of the available options work for my specific case.

• Customers do not manually select an employee (employee selection is disabled).
• Each location has one primary employee assigned to handle bookings.
• One specific location (Brussels) has a backup employee, but:
  • Kilian (Primary Salesperson) should always be assigned first.
  • Marijo (Backup Salesperson) should only be assigned when Kilian is fully booked.

• The Random setting assigns appointments randomly between Kilian and Marijo, which is incorrect.
• The Round Robin setting alternates between them, even when Kilian is available.
• Highest Price / Lowest Price does not apply since there is no price for the appointment.

A priority system where Amelia always assigns appointments to Kilian first, and only when Kilian is fully booked, assigns to Marijo.

• Is there a way to set up employee priority, where one employee is always preferred before another for bookings?
• If not, do you have a suggested workaround to achieve this behavior?

I appreciate your help in finding a solution!

Best regards, 

Alanis