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Does People Match work with Voice and Tasks?

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People Match currently applies to Email and Messaging Channel (text-based) Contacts. It does not support Voice and Tasks, meaning you cannot create a Priority Boost that directly targets or scores Tasks or Voice calls.

How this affects routing between boosted emails and Tasks

When an email has been boosted by one or more Priority Boost rules (i.e., it has a non-zero boost score), that email routes ahead of Tasks, even if a Task has an earlier due date. This means:

  • A boosted email always routes before an unboosted Task, regardless of how overdue the Task is.

  • An unboosted email competes with Tasks normally based on due date (oldest due date routes first).

  • Voice calls always route first ahead of all other work, regardless of boost scores.

Why this matters for your boost configuration: If your Priority Boost rules are broad enough to match most emails in an inbox, Tasks in that Inbox may experience delayed routing because Agents are almost always presented with a boosted email first. See Design Boosts That Don't Block Task Routing for guidance on keeping your boosts targeted.