Setting Up Call Routing Rules

Create intelligent routing logic that directs calls to the right person or department based on caller needs, time of day, caller history, and more.

Step-by-Step Instructions

Access Workflows > Call Routing

Create your first routing rule

Define conditions (keywords, time, caller type)

Set destinations (team members, departments)

Configure warm transfer vs cold transfer

Add fallback options

Test routing with different scenarios

Monitor and refine

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