intermediate 1 min read
Call Routing
Understand how calls flow from a caller to the right outcome.
The Routing Flow
Every call starts with the AI greeting. Based on your rules, the AI answers questions, qualifies the caller, captures details, books appointments, or transfers to a human.
Priorities
Routing respects your business hours and transfer rules. Urgent calls can be prioritized for live transfer while routine calls are handled automatically.
Logging
Every routed call is logged with a transcript, recording, and outcome so you can review exactly what happened.
Adjusting Routing
Refine routing anytime by updating your transfer rules, hours, and greeting in AI Setup.
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