Setting up a closer campaign: Allowed Inbound Groups and Allow Closers

A closer campaign is just a campaign whose agents are set up to receive transferred calls. The setting that makes it work is Allowed Inbound Groups, which decides exactly which queues your Closer agents can pull calls from.

What Allowed Inbound Groups does

This setting is for CLOSER campaigns. Here you select the inbound groups you want agents in this campaign to be able to take calls from. If a closer is not allowed an Ingroup, they will not receive its calls no matter who transfers to them.

So the rule of thumb is simple: every queue your fronters transfer into must be listed in Allowed Inbound Groups on the campaign that the closers are logged into. Miss one and those transfers have nowhere to land.

Why it matters for blended campaigns

This field is especially important for Blended dialing inbound and outbound campaigns. Select the inbound groups that are actually used by agents in the campaign, because the calls coming into the groups you select are counted as active calls for a blended campaign.

That counting happens even if all agents in the campaign are not logged in to receive calls from every selected group. So adding stray groups you do not really use can inflate the active-call count the dialer pacing reacts to. List only what you mean.

flowchart TD
  A[Fronter sends Local Closer transfer] --> B[Call enters an in-group]
  B --> C{In-group listed in Allowed Inbound Groups}
  C -->|Yes| D[Closer in campaign can answer]
  C -->|No| E[No closer receives the call]
  D --> F[Closer takes the call]
  D --> G[Counted active for blended pacing]

Allow Closers and transfer groups

There is a related switch on the fronter side. Allowed Transfer Groups lets you pick which groups agents in a campaign may transfer calls to, and Allow Closers must be enabled before that option even appears. Together they bound the handoff from both ends: who can send a call and who can receive it.

Keep the two in sync. If a fronter campaign can transfer to a group, the closer campaign should allow that same group, or the Disposition data will show transfers that never reached a live Agent.

A quick checklist

1. Confirm the campaign type is CLOSER so the Allowed Inbound Groups field is in play.
2. Select every in-group your fronters will transfer into, and nothing extra.
3. Make sure your closers are actually logged in and ready for those groups.

Because the selected groups count toward active calls in a blended setup, trimming this list also keeps your dialer pacing honest. Every group you add here is a group the pacing math now watches, whether or not anyone is staffing it at that moment.

It helps to think of Allowed Inbound Groups as a permission list rather than a routing rule. It does not move calls on its own; it grants the closers in this campaign the right to answer the groups you check. The actual routing still depends on the fronter sending the call into one of those groups and a closer being ready in the queue.

A few related fields shape how the closer sees those queues. The Transfer In-Group Sort Order setting controls the order the transfer inbound groups appear in the Local Closer pull-down on the agent screen, sorting by group ID, group name, or queue priority. It is a small touch, but on a floor with many groups it keeps the right Ingroup near the top where agents can find it fast.

Fitting it into the build

Allowed Inbound Groups is step two of a working handoff. For the full sequence, follow our walkthrough on setting up a fronter-to-closer workflow, and for the wider transfer context, read our transfers and closers guide.

Getting these group lists right is the quiet difference between a Fronter handoff that lands and one that drops. If you want a dialer where these settings are configured and tested for you, see our pricing page.