Glossary

What Is a Call Routing?

Call routing is the process of deciding where an incoming call should go based on rules such as time, caller need, urgency, or department.

Traditional call routing uses menus, extensions, or business hours. AI call routing can also use what the caller says, such as “I need to book,” “I have a billing question,” or “I need to speak with sales.”

Common Routing Rules

Business hours versus after hours
Sales, support, billing, or booking intent
New caller versus existing client
Urgency based on configured keywords and questions
Staff availability or calendar ownership

Clear routing rules protect caller experience. They also prevent your team from being interrupted by calls that AI can answer or document first.

FAQ

Frequently Asked Questions

Is AI call routing better than a phone tree?

It can be easier for callers because they state what they need instead of navigating menu options.

Can routing change after hours?

Yes. After hours, the same call can be booked, summarized, or sent to a different on-call contact based on your rules.

What happens if the AI is unsure?

A conservative setup should ask a clarifying question, take a message, or route to a human rather than guessing.

See it in action

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New Lead - Jordan Lee

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Qualified

AI Summary

Caller wants pricing, has questions about setup, and asked to book a consultation later this week.

Urgency

High

Sentiment

Positive

Action

Callback

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