By default, Instant Housecall will automatically choose the most sensible Specialist based on a set of rules.

Here is the default behavior you can expect:

- if the customer has worked with a specific Specialist recently, the call will be routed to that Specialist
- if that Specialist is not available, they’ll be routed to someone else on the same team
- if nobody is available on that team, they’ll be routed to someone at the same company
- finally, if nobody is available, they’ll be prompted to leave a message or wait for a Specialist to sign-in.

Your customer can also explicitly choose a different Specialist from the drop-down on the Start Session screen or by clicking the Options tab.

If this isn’t the behavior you prefer, you can pass a “Specialist Preference” in the download URL.

There are two different modes for Specialist Preference:
- sticky mode: defaults to the last contacted Specialist if available. If none exists or not available, use the Specialist passed by Specialist Preference.
- authoritative mode: always use the Specialist passed in Specialist Preference, regardless of a user’s history with other technicians.

To pass a Specialist preference, change the download URL on your website by appending “&specialistPreference=someone@company.com”.

By default, your mode is set to sticky. If you prefer authoritative, e-mail support@instanthousecall.com to have your account settings changed.