Move callers to the right next step
AI Call Routing & Intelligent Transfers
Replace confusing phone trees with routing that listens for intent, considers business rules, and transfers or captures the call with useful context.
Design My RoutingIntent-based routing
Intent-based routing starts with what the caller is trying to do rather than which extension they already know. The AI asks only the questions needed to identify the right path.
This can make the first interaction easier for callers and reduce misdirected transfers for the team.
Department routing
Departments can receive calls based on service, account need, location, or other business distinctions. The workflow can use plain language instead of requiring callers to choose from an internal org chart.
A clear fallback keeps the caller moving when the selected department is closed or unavailable.
Schedule-based routing
Routing changes with time. The call flow can use business hours, lunch coverage, weekends, holidays, or special schedules to select the next destination.
The schedule is part of the operating model, so changes should be easy for the responsible team to review and maintain.
On-call routing
On-call routing gives urgent or time-sensitive calls a defined destination based on the current schedule. It can include retries and fallbacks for missed connections.
The workflow should be explicit about what qualifies for the on-call path and what should wait for normal follow-up.
Warm transfers
A warm transfer can pass the caller’s intent and collected details to the receiving representative. That context helps the person take over without asking the caller to start again.
Where a warm transfer is not available, the same context can be delivered as a message for follow-up.
Fallbacks
Every route needs a next step when the destination cannot answer. That may be message capture, a secondary team, an after-hours rule, or a clear instruction for the caller.
Fallbacks are where a routing plan proves its value because they keep exceptions from becoming dead ends.
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FAQs
Can routing identify why a caller is calling?
Yes. The AI can ask focused questions to understand intent and choose the route defined for that call reason.
Can routing follow business hours?
Yes. Schedule-based routing can change destinations and fallbacks over the day or week.
What is a warm transfer?
It is a handoff where the receiving person gets useful caller context so the caller does not need to repeat the request.
What happens when nobody answers?
The configured fallback can route elsewhere, capture a message, apply after-hours handling, or provide an approved next instruction.