Route calls based on time, caller type, and conversation context.
Call Routing Rules
Call routing determines how incoming calls are handled based on conditions you define.
Time-Based Routing
Set different behavior for business hours and after hours:
During business hours: AI answers, qualifies, and books
After hours: AI takes a message and offers a callback option
Holidays: Custom greeting with limited functionality
Caller Identification
If a caller's number matches a contact in your database:
Their name and history are available to the AI
The agent greets them by name
Previous conversations provide context
Intent-Based Routing
Based on what the caller says, route them to different flows:
"I want to book an appointment" → Booking flow
"I have a question about pricing" → Pricing FAQ flow
"I need to speak to someone" → Human transfer
"Cancel my appointment" → Cancellation flow
Transfer Rules
Configure when and where to transfer:
To a specific team member: Ring their extension or mobile
To a group: Ring all team members, first to answer takes the call
To voicemail: Record a message if no one is available
To external number: Forward to another business number
Fallback Behavior
If the AI can't determine intent after two attempts, it falls back to: "Let me take your name and number, and someone from our team will call you back shortly."