---
title: "Conditions and Qualifiers for People Match"
slug: "conditions-and-qualifiers-for-people-match"
updated: 2026-05-20T18:26:34Z
published: 2026-05-20T18:26:34Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Conditions and Qualifiers for People Match

People Match uses a Rules-like UI called [Priority Boost,](https://help.gladly.com/docs/set-up-priority-boost-scenarios-for-people-match)where you can set criteria for prioritizing Customers that match what's on your prioritization list.

For more information on how Customers are matched, see [How Customers are prioritized with People Match](https://help.gladly.com/docs/what-is-people-match)**.**

The table below lists Conditions available to use as Criteria for Priority Boosts.

| **Conditions** | **Qualifiers** | **Descriptions** |
| --- | --- | --- |
| Skills | All of, Any of | Refers to the [skills](https://help.gladly.com/docs/what-is-skills) associated with Agents when there's a matching Customer Condition. |
| Channel | Chat, Email, Facebook Messenger, SMS, Voicemail, Instagram Messaging, WhatsApp | Refers to the Channel of any active Contacts in the Conversation. Options include Chat, SMS, Facebook Messenger, WhatsApp, Email, and Voicemail. **Voice and Tasks are currently not supported by People Match.** |
| Inbox | Includes, Excludes | Refers to the Inbox the Conversation is currently in. |
| Transfer Status | Initial matching, Rematching | This refers to whether a Customer who reached out is being matched for the first time or if they've been transferred and need to be rematched. It applies to any Contact. - **Note –** The Rematching boost applies when an Agent unassigns a Conversation after having sent at least one response. This prevents Customers from losing their place in the queue after an active exchange. If an Agent unassigns a Conversation where *no Agent response was sent,* the boost is not applied. Instead, the Conversation is prioritized according to its original due date. |
| Due Date | Due In, Overdue, Overdue By | Refers to whether the due date is at or beyond a certain threshold. |
| Wait Time | Longer than, Less than | Refers to the amount of time since a customer was first queued. |
| Topics | Any Of, All Of | Refers to whether a Customer who reached out is being matched for the first time or if they've been transferred and need to be rematched. |
| Custom Attributes | Contains, Does Not Contain - Any, Only, Regex | Tailored to the [custom attributes](https://help.gladly.com/docs/set-up-and-edit-custom-integration) you have set for Customers. If available, these Conditions appear at the bottom of the list of standard Conditions. |

> [!NOTE]
> Ensure non-boosted Customers do not get stuck waiting
> 
> This is especially true if you have many boosts, creating [time-based boosts](https://help.gladly.com/docs/time-based-priority-boosts-wait-time-and-due-date) ensures Customers who did not meet the criteria to be boosted will still get routed based on the Conversation due date or if they exceed a certain waiting time threshold.

## Custom attributes boost behavior

When using any custom attributes via [Lookup Adaptor](https://help.gladly.com/developer-tutorials/docs/introduction-to-lookup-adaptor), which takes Gladly a subsecond to look up, keep note of nuances that could affect when People Match boosts are applied.

Applicable boosts are typically applied if a Customer can't be routed to an Agent immediately because there are no Agents available; therefore, there's time for a lookup to occur and apply a boost. But when there is an available Agent, the Customer may route immediately to an Agent during the subsecond time required for the lookup to occur and apply a boost. In this case, a boost may not apply at all.

## Number comparison operators

To utilize custom attributes that rely on numerical values as an identifier (e.g., points, spend), you can apply number operators as part of your Priority Boosts Conditions. See [number comparison operators](https://help.gladly.com/docs/what-are-rules-and-its-components#number-comparison-operators) to learn more.

## Related

- [Set Up Priority Boost Scenarios for People Match](/set-up-priority-boost-scenarios-for-people-match.md)